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
Altice USA 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 Product Operations organization focused on delivering exceptional customer experiences through optimization of our product quality and operational processes. A successful candidate will ensure processes and technologies are efficient, data-driven and aligned with the organizations strategic goals by fostering collaboration, data visibility, improving processes and focusing on overall product quality.
Responsibilities

• Enable exceptional customer experiences for our Broadband Services offered to B2C and B2B customers.
• Collect, manage and analyze data related to product performance and customer feedback for our broadband services including DOCSIS modems/gateways, FTTH modems/gateways, home WIFI mesh services, home installation, device and service management.
• Create and maintain detailed documentation for processes procedures and product information
• Develop, track and improve KPIs measuring product success and operational efficiency.
• Identify and implement improvements to streamline product management and development.
• Identify and implement improvements to improve customer communication and reduce contact rates.
• Establish a feedback loop with internal/external stakeholders to drive continuous improvement.
• Ensure rigorous testing and validation processes to maintain high product quality and reliability.
• Plan and execute product launches, ensuring seamless coordination with all relevant teams.
• Introduce capabilities to do effective A/B testing of releases across test populations.
• Develop and enforce standardized procedures and best practices for product launches
• Identify potential risks in product operations and develop mitigation strategies.
• Provide training and support to team members on best practices, tools and processes.
• Leverage and manage tools and technology to enhance product operations and collaboration
• Drive innovation by identifying implementing new tolls, technologies and methodologies.
• Provide regular updates to stakeholders on product operations, performance and strategic initiatives.

Qualifications

• Bachelor's degree in computer science, engineering, information technology or related fields.
• Minimum 3-5 years of experience in the Product Management, Product Development or Engineering.
• Background in quality assurance or testing and validation processes.
• Experience conducting user testing and gathering feedback to improve the user experience. Techniques for usability testing, A/B testing and analyzing user behavior.
• 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
• Proficient with broadband specific tools such as TR-069 and SNMP
• Comfortable with networking technologies such as TCP, UDP, DHCP
• Experience with key broadband quality and engagement metrics such as speed, latency jitter.
• Proficiency in data analysis and interpretation leveraging tools like Tableau or Power BI.
• Experience with product delivery tools like Jira and Confluence.
• Demonstrated experience solving performance and data issues by applying experience/knowledge.
• Knowledge of scripting or automation tools can be an asset.
• Proven verbal and written communication skills to interact effectively with cross-functional teams.
• Demonstrated problem-solving skills to identify issues, propose solutions and implement improvements.
• Focus on customer feedback, ensuring that products meet user expectations and customer satisfaction.

At Optimum, we're fueled by our four core pillars: Taking Ownership, Upholding Transparency, Creating Community, and Demonstrating Expertise. Our commitment to empowering employees to take responsibility and embrace proactive problem-solving underpins Taking Ownership. Upholding Transparency is at the core of our culture, with open and honest communication fostering trust among our dedicated team and loyal customers. Creating Community is more than a goal; it's our daily commitment to fostering an environment of collaboration, innovation, and positivity. Demonstrating expertise is a promise we uphold through continuous learning and engagement with our customers to consistently deliver top-quality products and services. These pillars not only shape our culture but define Optimum as a place of excellence, trustworthiness, and thriving community, and we invite you to be a part of our journey.
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, so 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.
The Company collects personal information about its applicants for employment that may include personal identifiers, professional or employment related information, photos, education information and/or protected classifications under federal and state law. This information is collected for employment purposes, including identification, work authorization, FCRA-compliant background screening, human resource administration and compliance with federal, state and local law.
Applicants for employment with The Company will never be asked to provide money (even if reimbursable) as part of the job application or hiring process. Please review our Fraud FAQ for further details.
This position is identified as being performed in/or reporting to company operations in New York State. Salary ranges are supplied in compliance with New York State law. 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 $77,112.00 - $126,684.00 / year. The rate/range provided herein is the anticipated pay at the time of hire, and does not reflect future job opportunity.
Nearest Major Market: Long Island
Nearest Secondary Market: New York CIty