Product Adoption Manager

At Globe, our goal is to create a wonderful world for our people, business, and nation. By uniting people of passion who believe they can make a difference, we are confident that we can achieve this goal.

Job Description

This role will entail ensuring that built facility capacities & capacity planning drivers are able to meet intended customer experience, serviceability, quality, and financial/profitability outcomes

DUTIES AND RESPONSIBILITIES:

• Ensures that customer quality metrics are defined, baselined, and met for target customer experiences across relevant customer journey episodes:

  • Oversees root cause analysis from a platform capacity & utilization lens if CQM objectives are not met

  • Develops proactive analysis of capacity utilization drivers and outlooks to ensure that built capacities are optimized and CQM objectives are supported

• Challenges business assumptions on forecasts submitted for technical capacity assessment

• Develops financial models that can be used to translate demand assumptions & market sizing into business case valuation for various build scenarios

• Establishes shared understanding of cost drivers for P&L on network & IT builds/platforms, together with Product, Finance, and Tech counterparts, pertaining to cost to serve, cost to own, and cost to maintain

• Establishes frameworks to conduct benefits realization analysis to validate commitments on build & prioritization decisions

KPIs:

• Business OKRs 

• Unmitigated Breach Avoidance

• Customer Quality Metrics

• Service SLAs

• Benefits Realization

• Build P&L Metrics

• Cost Efficiencies

TOP 3-5 DELIVERABLES:

• Capacity utilization analysis, proactive breach prevention/mitigation

• Root cause analysis for capacity-related customer experience

• Capacity inputs for rollout

• Business case models

• Network & platform cost allocation models

HIRING REQUIREMENTS:

• Minimum 5 years work experience in demand or capacity management, platforms, or service governance

• Work experience in a telco company is preferred; with working knowledge of telco fundamentals

• Graduate of Statistics, Computer Science, IT, or other related courses

• Expert knowledge in financial valuation and business case development

Equal Opportunity Employer
Globe’s hiring process promotes equal opportunity to applicants, Any form of discrimination is not tolerated throughout the entire employee lifecycle, including the hiring process such as in posting vacancies, selecting, and interviewing applicants.

Globe’s Diversity, Equity and Inclusion Policy Commitment can be accessed here

Make Your Passion Part of Your Profession. Attracting the best and brightest Talents is pivotal to our success. If you are ready to share our purpose of Creating a Globe of Good, explore opportunities with us.