Product Operations Manager II

Are you looking to Optimize your life? Start your exciting path to a rewarding career today!

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.

We’re looking for a proactive, analytical problem‑solver with experience leveraging AI‑powered customer support platforms that automate customer inquiries, assist live agents, and accelerate issue resolution across both voice and digital channels.

In this role, you’ll serve as a critical connector between our AI‑driven support technologies and the teams who rely on them, ensuring our platforms operate with reliability, transparency, and measurable business impact.

The ideal candidate will have a strong foundation working with Google Cloud Platform or adjacent AI platforms (Azure, AWS, etc.), including hands‑on experience with Google Insights and other observability tools to assess system performance across development, QA, and production environments.

This individual should be skilled in evaluating pre‑ and post‑release impacts, identifying trends or anomalies, and partnering closely with product and engineering teams to diagnose root causes and drive timely resolution. You’ll synthesize data results into clear, compelling insights and present them to senior leadership to secure alignment and buy‑in for remediation.

Ultimately, you’ll play a pivotal role in elevating product quality and strengthening customer experience, while shaping the ongoing evolution of our AI‑enabled support ecosystem.

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:

• Analyze and evaluate intent performance, NLU confidence trends, and No Match / No Input behaviors to identify improvement opportunities
• Review call transcripts to understand customer behavior, uncover pain points, and recommend enhancements to the overall customer experience
• Evaluate key performance indicators such as containment rates, intent mapping accuracy, escalation and repeat-contact rates, and transfer patterns to optimize automated and assisted support flows
• 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…