Manager Product Operations & Quality - Altice USA : Job Details

Optimum is seeking a driven and detail-oriented Manager of Product Operations & Quality to help manage a team focused on identifying and resolving persistent issues impacting customers. This role leads a team that monitors field and care escalations, surfaces systemic blockers, and drives durable solutions across video, broadband, mobile, and care experiences. The team partners closely with Engineering, QA, and Customer Operations to ensure operational readiness, continuous improvement, and quality standards across all product lines, supporting our mission to deliver a seamless and reliable experience to our customers.

Location: Bethpage, NY, US, 11714

Brand: Optimum

Job Summary:

Optimum is seeking a driven and detail-oriented Manager of Product Operations & Quality to help manage a team focused on identifying and resolving persistent issues impacting customers. This role leads a team that monitors field and care escalations, surfaces systemic blockers, and drives durable solutions across video, broadband, mobile, and care experiences. The team partners closely with Engineering, QA, and Customer Operations to ensure operational readiness, continuous improvement, and quality standards across all product lines, supporting our mission to deliver a seamless and reliable experience to our customers.

Responsibilities:

• Manage and optimize end-to-end product operations for Optimum's residential and commercial services (TV, broadband, voice) by identifying systemic issues, repeat failures, and friction points across broadband, video, and voice.
• Collaborate with cross-functional teams (engineering, field operations, care, IT, and marketing) to resolve persistent product issues, drive root cause remediation, and ensure long-term service stability.
• Drive sustained service reliability by identifying broken handoffs, unclear ownership, and outdated workflows, then implementing scalable fixes across teams.
• Track product KPIs, SLAs, and incident trends; lead initiatives to improve performance and reduce service disruptions.
• Maintain and evolve frontline support tools and internal resources based on real-world failure feedback and product behavior post-launch.
• Quality Assurance & Service Improvement:
• Lead post-launch quality initiatives targeting chronic issues, missed customer expectations, and repeated care/field escalations.
• Analyze customer feedback, trouble ticket data, and NPS insights to identify root causes of quality issues.
• Partner with Care and Field teams to address service pain points and implement preventive measures.
• Align quality efforts with internal standards and operational KPIs, ensuring solutions are measurable, scalable, and within compliance.
• Facilitate internal audits and drive continuous improvement plans using Lean/Six Sigma methodologies.
• Leadership & Stakeholder Collaboration:
• Supervise a team of 3 to 5 individual contributors, providing mentorship, guidance, and performance management.
• Act as a liaison between product, operations, and support teams, ensuring alignment on goals and priorities.
• Support executive-level reporting and dashboards to communicate operational health and quality performance.

Qualifications:

Required:

• Bachelor's degree in Business, Engineering, Operations, Telecommunications, or related field.
• 5+ years in product operations, support enablement, or quality/field escalation management.
• Experience driving cross-functional resolutions between care, engineering, field, and NOC teams.
• Skilled in root cause analysis, issue triage, and operational process design.
• An analytical and data-driven mindset with the ability to translate insights into action.
• Proficient in Microsoft Excel, PowerPoint, and reporting/BI tools (e.g., Tableau, Power BI).
• Excellent written and verbal communication skills.

Preferred:

• Strong understanding of cable and internet infrastructure (DOCSIS, IPTV, Fiber) and how service issues manifest.
• Experience working in a cable/MSO environment.
• Six Sigma Green/Black Belt certification.
• Familiarity with OSS/BSS systems (e.g., CSG, NetCracker, Amdocs).
• Experience with customer experience and VOC programs (e.g., NPS, CSAT).

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.