Product Operations Manager II

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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 Summary

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.

Responsibilities

What You’ll Be Doing:

Product Investigation:

• 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

Data Analysis and Insight

• 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

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

Qualifications

What You Will Bring:

• 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…