Product Operations Manager II - Bethpage - Optimum

Description

Are you looking to Optimize your life? Start your exciting path to a rewarding career today

We are Optimum, a leader in the fast-paced world of connectivity, and we're on the hunt for enthusiastic professionals to join our team We understand that connectivity isn't just a luxury anymore – it's a necessity that empowers lives, fuels businesses, and drives innovation. A career at Optimum means you'll be enabling progress and enhancing lives by providing reliable, high-speed connectivity solutions that keep the world connected. We owe our success to our amazing product, commitment to our people and the connections we make in every community.

If you are resourceful, collaborative, team-oriented and passionate about delivering consistent excellence, Optimum is the Company for you

We are Optimum

Job Summary

Optimum is a leading provider of Mobile, Broadband (DOCSIS, Fiber) and Video services in the United States for Business and Residential Customers.  The Product Development organization is responsible for the technology enablement and development of these technologies for our customers along with the tools used by our teams to support them.

The Product Operations Manager II will join a rapidly growing Five9s team dedicated to optimizing product quality and operational processes across Optimum's product value streams. Our primary mission is to improve and deliver exceptional customer experiences. 

We're looking for a proactive, analytical problem‑solver with experience leveraging AI‑powered customer support platforms that automate customer inquiries, assist live agents, and accelerate issue resolution across both voice and digital channels.  

In this role, you'll serve as a critical connector between our AI‑driven support technologies and the teams who rely on them, ensuring our platforms operate with reliability, transparency, and measurable business impact. 

The ideal candidate will have a strong foundation working with Google Cloud Platform or adjacent AI platforms (Azure, AWS, etc.), including hands‑on experience with Google Insights and other observability tools to assess system performance across development, QA, and production environments. 

This individual should be skilled in evaluating pre‑ and post‑release impacts, identifying trends or anomalies, and partnering closely with product and engineering teams to diagnose root causes and drive timely resolution. You'll synthesize data results into clear, compelling insights and present them to senior leadership to secure alignment and buy‑in for remediation. 

Ultimately, you'll play a pivotal role in elevating product quality and strengthening customer experience, while shaping the ongoing evolution of our AI‑enabled support ecosystem. 

This is a hybrid position, requiring three days per week in our Bethpage, Long Island office.  

Responsibilities

What You'll Be Doing: 

Product Investigation: 

• Intakes and investigates persistent issues across dedicated product value streams
• Tracks root causes, assigns ownership, and follows issues through to resolution
• Identify potential risks in product operations and develop mitigation strategies
• Reduces repeated care/field escalations by proactively addressing patterns 

Data Analysis and Insight:

• Analyze and evaluate intent performance, NLU confidence trends, and No Match / No Input behaviors to identify improvement opportunities
• Review call transcripts to understand customer behavior, uncover pain points, and recommend enhancements to the overall customer experience
• Evaluate key performance indicators such as containment rates, intent mapping accuracy, escalation and repeat-contact rates, and transfer patterns to optimize automated and assisted support flows
• Collaborate with analytics team to develop dashboards that manage product performance
• Provides visibility into what's not working post launch
• Enables data driven prioritization for product fix's, process improvements, or escalation 

Project Management: 

• Partners with product, care, field, and quality teams to validate real-world pain points
• Leverage Confluence and Jira tickets to create and maintain detailed documentation and organization across multiple teams
• Provide regular updates to stakeholders on product operations, performance and strategic initiatives
• Align Five9s reporting with QA, product, and operational remediation cycles
• Presents investigation discoveries, solutions and reporting to senior leadership  

Qualifications

What You Will Bring 

• A bachelor's degree with 3-5 years of experience in the Product Operations, Product Management or Development
• A proactive, positive mindset and a desire to grow within a high-performing, purpose-driven team
• Demonstrated problem-solving skills to identify issues, propose solutions and implement improvements
• Proven verbal and written communication skills to interact effectively with cross-functional teams
• Strong presentation skills, with the ability to distill complex analytics into actionable recommendations
• Strong attention to detail, with the ability to manage multiple workstreams simultaneously
• Proficiency in Microsoft office products such as Excel, PowerPoint, Teams, Word, etc.
• Proficiency in data analysis and interpretation leveraging tools such as Tableau    
• Experience with GCP and Google Cloud 

Preferred Qualifications 

• Experience in Telecommunications
• Experience with product delivery tools like Jira and Confluence 
• Experience in AI platforms, such as Google Cloud AWS, and/or Microsoft Azure  
• Proficiency in SQL for querying, analyzing, and overseeing data processes
• Experience with key broadband quality and engagement metrics such as speed, latency jitter   
• Background in quality assurance or testing and validation processes
• Experience conducting user testing and gathering feedback to improve the user experience 

At Optimum, we're fueled by our four core pillars: Taking Ownership, Upholding Transparency, Creating Community, and Demonstrating Expertise. Our commitment to empowering employees to take responsibility and embrace proactive problem-solving underpins Taking Ownership. Upholding Transparency is at the core of our culture, with open and honest communication fostering trust among our dedicated team and loyal customers. Creating Community is more than a goal; it's our daily commitment to fostering an environment of collaboration, innovation, and positivity. Demonstrating expertise is a promise we uphold through continuous learning and engagement with our customers to consistently deliver top-quality products and services. These pillars not only shape our culture but define Optimum as a place of excellence, trustworthiness, and thriving community, and we invite you to be a part of our journey.

If you have the drive to succeed and are ready to embark on a thrilling career, seize this opportunity today, and join our winning team, so together, we'll shape the future of connectivity. 

All job descriptions and required skills, qualifications and responsibilities for a particular position are subject to modification by the Company from time to time, in the Company's discretion based on business necessity.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, national origin, religion, age, disability, sex, sexual orientation, gender identity or protected veteran status, or any other basis protected by applicable federal, state, or local law. The Company provides reasonable accommodations upon request in accordance with applicable requirements.

Optimum collects personal information about its applicants for employment that may include personal identifiers, professional or employment related information, photos, education information and/or protected classifications under federal and state law. This information is collected for employment purposes, including identification, work authorization, FCRA-compliant background screening, human resource administration and compliance with federal, state, and local law. 

Applicants for employment with the Company will never be asked to provide money (even if reimbursable) as part of the job application or hiring process. Please review our Fraud FAQ for further details.

Pay is competitive and based on a number of job-related factors, including skills and experience. 
The starting pay rate/range at time of hire for this position in the posted location 
is $77, $126,684.00 / year. The rate/range provided herein is the anticipated 
pay at the time of hire, and does not reflect future job opportunity.