Product Manager Agent Tools

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We are Optimum, a leader in the fast-paced world of connectivity, and we're seeking driven and enthusiastic professionals to join our team, empower lives, fuel businesses, and drive innovation. Connectivity is now longer a luxury, but a necessity. 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. Our successes, now and in the future, are powered by our amazing product, a commitment to our people and culture, and the connections we make in our communities.

If you are resourceful, collaborative, and passionate about delivering consistent excellence, Optimum is for you!

Job Summary

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.

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
Communicate at the Manager and Director Level
* 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

Qualifications

* 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
Strongly Preferred
* 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
Nice to Have
* 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
Deep telecom experience is not required. Strong tools/platform PM instincts, financial rigor, and demonstrated execution across multiple products can compensate

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.

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. 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 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.

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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 $123,379.00 - $202,694.00 / year. The rate/range provided herein is the anticipated pay at the time of hire and does not reflect future job opportunity.

We appreciate your interest in this opportunity. Applicants must be authorized to work for ANY employer in the U.S. Please note that at this time, we do not provide visa sponsorship for employment.