Product Operations Manager II
About The Position
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. In this role, you’ll collaborate with teams across Analytics, Engineering, ORT, Beta, Care, and more to investigate persistent product issues and drive them through to resolution. We’re looking for a proactive, analytical problem-solver who can turn complex challenges into actionable solutions. You’ll synthesize product investigations into clear, compelling insights and present them to senior leadership to secure alignment and buy-in for remediation. Success in this role requires strong collaboration, data-driven decision-making, and a passion for improving product performance and customer experience through root cause analysis and cross-functional alignment. Beyond execution, you’ll help refine internal processes and support product initiatives that directly enhance customer experience. At Optimum, we value curiosity, accountability, and creative thinking, and we create space for every team member to lead, grow, and make an impact. 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
- 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
- Experience with broadband technologies such as DOCSIS and FTTH and their network architectures
- Experience working with WIFI technologies and understanding of its impact on the home experience
Responsibilities
- 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
- Analyzes internal and external customer feedback to identify systemic failures and recurring blockers
- 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
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
51-100 employees
