Product Operations Manager II

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 (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.

Responsibilities

• What You’ll Be Doing:

   

  Product Investigation:

  • 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.) to separate noise from actionable defects
  • Correlate front-end, agent desktop, and field tool errors with back-end API and data failures to show full operational impact
  • Validate reporting accuracy for key operational metrics (e.g., error taxonomy, issue/cause codes, birth certificate completion)
  • Can investigate agent workflow defects: broken diagnostic flows, missing paths, incorrect issue coding, API latency in agent steps
  • Provide visibility into what’s not working post-launch and support strategic remediation planning

   

  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 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  
  • Proficiency leveraging AI tools such as Copilot and Cursor
  • 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
  • Basic familiarity with HFC and fiber service types, gateway/modem provisioning, and common install scenarios (self-install vs. tech visit)