Additional Information
MetTel is a global communications solutions provider with the most complete suite of fully managed services that focus on secure connectivity, and network and mobility services. We simplify communications and networking for business and government agencies. Our customers include many of the Fortune 500, and Gartner recognizes us as an industry leader. We have the broadest portfolio of technology and integrated partnerships, as well as our private network, which we use to create tailored solutions design, deployment, and ongoing management, driving cost savings, efficiency, innovation, and the ability to focus on core objectives.
We believe that each team member is a key to the success and sustainability of the group. In order to achieve this, we offer an environment where all professionals can grow and develop their skills and competencies, collaborate with diverse professionals, share knowledge and enjoy a rewarding career.
MetTel's Bruin platform is the operational backbone behind 5,000+ enterprise and federal customers. As Product Manager for Bruin Platform, you'll own the customer-facing product surface that those customers use every day: the portal experience, administrative tooling, self-service workflows, order and checkout flows, notifications, and reporting. This is a high-visibility role with direct impact on customer retention, NPS, and platform revenue.
You'll report into the AVP of Mobile Products and collaborate closely with engineering, UX, customer success, and enterprise sales. You'll be the voice of the customer inside the product org - and the voice of product priorities with every external stakeholder.
ROLE AND RESPONSIBILITIES:
Customer Experience & Portal
Define and execute the product vision for Bruin's customer-facing portal, serving enterprise administrators and end users managing telecom assets at scale
Partner with UX/UI to modernize the portal based on user research, behavioral data, and direct customer feedback
Build and enhance self-service capabilities (i.e. Admin Center, User Management, Site Management) that reduce support burden and increase customer autonomy
Improve end-user notifications, alerts, and proactive communications across the platform
Own the in-app support experience within Bruin, including contextual help, guided troubleshooting flows, and ticket submission - reducing friction between a customer encountering a problem and getting it resolved
Optimize self-service support workflows to deflect tier-one inquiries, targeting measurable reductions in support contact rate without degrading customer confidence
Drive improvements to role-based access control, user provisioning, and audit logging capabilities
Optimize new customer onboarding to ensure customers can quickly get value from Bruin capabilities
Reporting & Customer Intelligence
Own the reporting product strategy, delivering actionable insights across wireless usage, device inventory, cost optimization, and network performance
Drive incremental improvements to customer dashboard and enable in-app actions
Build toward a self-serve analytics experience that reduces ad hoc support requests and empowers customers to act on their own data
Checkout & Order Flows
Design and optimize checkout experiences for device orders, service provisioning, and accessory purchases
Own conversion rate, order accuracy, and provisioning SLA metrics for transactional flows
Roadmap & Stakeholder Management
Develop and maintain quarterly and annual product roadmaps aligned to business objectives, customer needs, and competitive positioning
Present roadmap updates and business cases to executive stakeholders; lead regular product reviews with leadership
Prioritize the backlog using structured ROI and RICE-style scoring; communicate trade-offs clearly across teams
Ensure product documentation, training materials, and release notes are comprehensive, accurate, and shipped on time
Mettel · New York, NY