Manager Product Design - Customer Facing Channels

Optimum • Town of Oyster Bay, NY

4d

About The Position

We're looking for a manager of product design to lead the customer-facing experience across all our engagement channels, including the My Optimum App, Optimum.com, Stream STB and mobile video, Identity, and cross-channel Self-Setup and Troubleshooting. This role reports directly to the VP of Product Design and Research.
You're the ideal candidate if you're deeply empathetic to the customer and passionate about delivering an exceptional customer experience, all while effectively balancing customer needs with business objectives. You'll go beyond surface-level issues, using data to uncover the root cause of problems.
You'll lead a team of mobile, web, and set-top box designers, working closely with UX Research and our Design Systems lead to unify our engagement channels under a single design system. We're building a team culture rooted in timely feedback, transparency, and mentorship as we navigate a period of significant company transformation.
This collaborative role involves working hand-in-hand with Product, Engineering, and other stakeholders. You'll synthesize requirements, champion design strategy, facilitate discovery workshops to gain alignment, review design solutions, and guide story grooming and sprint planning.

Requirements

• Bachelor's degree in a relevant field, or significant experience in UX research that has driven substantial business impact.
• At least 10 years of professional digital product design experience.
• A minimum of 3 years of direct experience managing, coaching, and developing mid to senior-level designers.
• Proven ability to build high-performing design teams through effective hiring, growth, and retention strategies.
• A strong track record of successfully translating customer and business needs into impactful product solutions.
• Extensive experience collaborating with diverse cross-functional peers and stakeholders, including product managers, data scientists, designers, engineers, legal/policy teams, communications, and marketing.

Responsibilities

• Planning, resourcing, and management of all customer-facing product design.
• Collaborate closely with our Unified Design Systems lead to ensure a consistent experience across channels and coordinate omni-channel evolution
• Partner with User Experience Research (UXR) to define research needs, prioritize efforts, and ensure designs are informed by data and validated assumptions before development.
• Represent B2C Product Design in roadmap and sprint planning activities, advocating for the customer and weighing in on prioritization and dependencies.
• Proactively engage with stakeholders to gain and maintain alignment on design initiatives.
• Lead discovery workshops, planning sessions, and design reviews, contributing valuable insights and identifying needs for research and success metrics.
• Collaborate with various teams across the company to integrate broader company initiatives into design solutions, workstream planning, and roadmap development.
• Thoroughly vet and adjust requirements with user and business intents in mind
• Coach and mentor product designers, providing candid and empathetic feedback in a timely and constructive manner, establish and manage employee goals, and facilitate growth opportunities
• Routinely optimize ways of working for maximum efficiency and productivity
• Help teams overcome obstacles and complete work
• Understands the changing needs of the company and our customers, and can adapt in-flight strategies while mitigating lost productivity and/or morale.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 51-100 employees