Product Operations Manager II

Job Summary

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 experiences. 

In this role, you will focus on optimizing quality across Optimum’s Video and Stream product suite, ensuring our platforms operate with reliability, transparency, and clear business impact. 

The ideal candidate is skilled in evaluating pre‑ and post‑release performance, identifying trends and anomalies, and collaborating with product and engineering teams to diagnose issues and implement effective solutions.  

You will translate product investigations into clear, compelling insights and present your findings to senior leadership to secure alignment and support for remediation initiatives. 

Success in this role requires strong cross-functional collaboration, data‑driven decision‑making, and a passion for improving product performance and customer experience. 

Ultimately, you will play a pivotal role in strengthening the quality, stability, and customer experience of Optimum’s Video products. 

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 Video and Stream product suite 
• 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 

• Collaborate with analytics team to develop dashboards that manage product performance 
• Analyze RSSI thresholds and signal‑strength patterns, converting them into operational guidance for product, engineering, and creative partners 
• Evaluate video error codes impacting customers to evaluate connectivity, configuration, or system issues, depending on the specific code 
• Analyze IVR Google Insights data and live agent call interactions to pinpoint customer friction points and uncover root causes of service issues 
• Determine root causes of customer dissatisfaction, assess whether extender availability, extender type, or quantity played a role, and outline opportunities to improve customer experience and prevent future churn 
• Provides visibility into what’s not working post launch of new video products 
• 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 analytics into actionable recommendations 
• 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    
• Experience with product delivery tools like Jira and Confluence  

Preferred Qualifications 

• Experience in Telecommunications 
• 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 
• Experience working with WIFI technologies and understanding of its impact on the home experience