Head of Product Management Operations

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. 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.
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 (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 experience. In this role, you will support the platforms and technology that agents rely on to serve customers every day. You will investigate persistent product and operational issues across customer-facing agent tools and the underlying technology stack, partnering with cross-functional teams to validate impact, track root causes, and drive resolution.

The ideal candidate is comfortable tracing customer-impacting issues across API, integration, and business-rule layers. They understand REST/API fundamentals — request/response patterns, error codes, timeouts, and downstream dependencies — and can separate noise from actionable defects when analyzing platform performance. 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. Intakes and investigates persistent issues across customer-facing agent tools and technology
Partners with engineering, product, and operations teams to validate defects, severity, and customer/technician/agent impact
Tracks root causes and assign ownership through resolution — across API, tool, workflow, and data layers
Identifies recurring patterns that drive care escalations, field support calls, and repeat truck rolls
Develops mitigation strategies for reliability, error-handling, workflow, and launch-readiness risks

Data Analysis and Insight

Analyze customer, agent, and technician feedback alongside API logs and tool usage data to identify systemic failures vs. expected business-rule responses
Work with analytics and engineering on operational dashboards (Splunk, Tableau, etc.) Correlate front-end, agent desktop, and field tool errors with back-end API and data failures to show full operational impact
Can investigate agent workflow defects: broken diagnostic flows, missing paths, incorrect issue coding, API latency in agent steps
Project Management

Partners with product, care, field, and quality teams to validate real-world pain points
Provide regular updates to stakeholders on product operations, performance and strategic initiatives
A bachelor’s degree with 3-5 years of experience in Product Operations, Product Management or Development
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
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
Basic familiarity with HFC and fiber service types, gateway/modem provisioning, and common install scenarios (self-install vs. 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. 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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