Product Operations Manager II

Optimum•Town of Oyster Bay, NY

11d•Hybrid

About The Position

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 SummaryThe Product Operations Manager II (POMII) 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. In this role, you will focus on optimizing quality across Optimum’s Video and Stream product suite, ensuring our platforms operate with reliability, transparency, and clear business impact. The ideal candidate is skilled in evaluating pre‑ and post‑release performance, identifying trends and anomalies, and collaborating with product and engineering teams to diagnose issues and implement effective solutions. You will translate product investigations into clear, compelling insights and present your findings to senior leadership to secure alignment and support for remediation initiatives. Success in this role requires strong cross-functional collaboration, data‑driven decision‑making, and a passion for improving product performance and customer experience. Ultimately, you will play a pivotal role in strengthening the quality, stability, and customer experience of Optimum’s Video products. This is a hybrid position, requiring three days per week in our Bethpage, Long Island office.

Requirements

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 product delivery tools like Jira and Confluence

Nice To Haves

Experience in Telecommunications
Proficiency in SQL for querying, analyzing, and overseeing data processes
Background in quality assurance or testing and validation processes
Experience conducting user testing and gathering feedback to improve the user experience
Experience working with WIFI technologies and understanding of its impact on the home experience

Responsibilities

Product Investigation:
Intakes and investigates persistent issues across Video and Stream product suite
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
Collaborate with analytics team to develop dashboards that manage product performance
Analyze RSSI thresholds and signal‑strength patterns, converting them into operational guidance for product, engineering, and creative partners
Evaluate video error codes impacting customers to evaluate connectivity, configuration, or system issues, depending on the specific code
Analyze IVR Google Insights data and live agent call interactions to pinpoint customer friction points and uncover root causes of service issues
Determine root causes of customer dissatisfaction, assess whether extender availability, extender type, or quantity played a role, and outline opportunities to improve customer experience and prevent future churn
Provides visibility into what’s not working post launch of new video products
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