Product Manager Agent Tools

Optimum • Town of Oyster Bay, NY

1d • $123,379 - $202,694

About The Position

Internal Tools is where execution quality directly translates into customer experience and operating cost. We need a senior individual contributor who can own the strategy and outcomes for multiple products at once: someone who frames the hard problems, makes defensible trade-offs against P&L and ROI, and partners across Care, Sales, Field, and back-office to land work that moves the business.
At Optimum, every action and interaction we take part in, is driven by our three Guiding Principles: Do What’s Right, Drive One Optimum, and Make It Happen. These aren’t just words, they help us build trust, create real community, and embrace new ways of thinking. Our employees are empowered to do the right thing for our customers and co-workers and to recognize and reward these behaviors when we see them. It’s all part of the bigger picture of “Be The Difference” where each employee knows they have the power to enact real change, share new ideas, and understand that learning never stop.

Requirements

• 8–10 years of product management or product operations experience, including ownership of multiple products or major product areas with measurable business outcomes
• Demonstrated ability to lead complex initiatives end-to-end with minimal assistance, across engineering, design, operations, and business stakeholders — through influence rather than authority
• Experience constructing business cases, performing P&L / ROI evaluation, and managing direct product costs
• Strong written and verbal communication at the Manager and Director level; comfort with executive-style writing, presentations, and storytelling
• Solid analytics fluency: identifies the metrics that matter, extracts insights, and makes actionable recommendations
• Experience as a Product Owner in an agile environment, including backlog management, sprint planning, release coordination, and Agile ceremonies
• Ability to simplify complex problems into core issues and key actions; pivot as needed while staying grounded in the overall strategy

Nice To Haves

• Experience with internal tools, agent desktops, contact center platforms, workforce platforms, or other employee-facing software
• Practical experience applying AI/ML, LLM-based features, or automation to real business workflows — with a clear-eyed view of where it works and where it does not
• Experience contributing to portfolio-level strategy and planning across multiple product areas
• Bachelor's degree or equivalent experience; MBA or relevant Master's a plus
• Telecom, broadband, video, or mobile industry exposure — particularly OSS/BSS, Care, Sales, or Field operations
• Familiarity with regulatory, policy, and operational constraints in large telecom environments
• Engineering background or technical depth in software development lifecycles

Responsibilities

• Create and own the product strategy and feature set for multiple products within the Internal Tools portfolio, with minimal assistance
• Contribute to overall B2C, and Mobile product management portfolio strategy and planning; bring an Internal Tools point of view that shapes adjacent decisions
• Establish and gain acceptance for prioritized scrum backlogs across your products; prioritize feature backlogs at the product level with minimal help
• Define audience needs and use cases to guide feature development; act as subject matter expert and customer advocate for current and future products
• Construct business cases, apply policy/regulatory/security/brand guidelines, and use financial drivers to influence product decisions — leaning on senior PMs where useful, working independently where you can
• Perform P&L & ROI evaluation; make recommendations grounded in value/cost trade-offs
• Define reporting requirements and track KPIs, satisfaction, usage, and performance; analyze data to inform decisions and tell the story behind them
• Lead complex, cross-cutting initiatives across agent workflows, employee platforms, and contractor tooling end-to-end with minimal assistance
• Drive cross-functional team priorities, discovery, and ROI in partnership with business stakeholders, development and design
• Partner effectively with Engineering, UI/UX, and other product teams to deliver well-conceived solutions; advocate for your products and point of view in cross-functional projects and meetings
• Drive product operational readiness with GTM, CPTO, Marketing, Sales, and Field; support post-launch to deliver on operational, customer experience, and financial commitments
• Serve as the Agile product owner and represent Product at Agile ceremonies; anticipate effort deltas between options before commitments are made
• Effectively communicate product vision, principles, and roadmap to Manager and Director-level stakeholders
• Translate business logic to technical stakeholders and product/technical capability to non-technical stakeholders
• Use storytelling to connect product strategy to business outcomes; create presentations that move decisions forward
• Disagree constructively, commit to the decision, and proactively solve cross-functional problems
• Identify opportunities and trends — including AI, LLM-based features, and automation — and apply them as practical enablers for agent assist, decision support, workflow automation, and internal productivity
• Distinguish problems where AI is the right tool from problems where it is not; bring rigor to evaluation, measurement, and rollout
• Maintain a developing technical understanding of Internal Tools platforms and how end-to-end technological solutions are designed and impact the customer experience
• Develop clear product documentation i.e. requirements, design approach, acceptance criteria
• Vet and refine requirements; proactively find gaps in plans and work with stakeholders to specify or mitigate them
• Inspect project assets across your products and provide feedback that improves completeness and accuracy
• Proactively share knowledge to level up peers and adjacent teams

Benefits

• Competitive pay
• Equal Opportunity Employer committed to recruiting, hiring and promoting qualified people of all backgrounds regardless of gender, race, color, creed, national origin, religion, age, marital status, pregnancy, physical or mental disability, sexual orientation, gender identity, military or veteran status, or any other basis protected by federal, state, or local law.
• The Company 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Associate degree