Product Manager Agent Tools

Requisition ID 11853 -Posted - Omni Channel - Telecommunications - USA.NY.Bethpage-1111 Stewart

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 seeking driven and enthusiastic professionals to join our team, empower lives, fuel businesses, and drive innovation. Connectivity is now longer a luxury, but a necessity. 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. Our successes, now and in the future, are powered by our amazing product, a commitment to our people and culture, and the connections we make in our communities.

If you are resourceful, collaborative, and passionate about delivering consistent excellence, Optimum is for you!

Job Summary
Internal Tools is where execution quality directly translates into customer experience and operating cost. We need a senior individual contributor who can own the strategy and outcomes for multiple products at once: someone who frames the hard problems, makes defensible trade-offs against P&L and ROI, and partners across Care, Sales, Field, and back-office to land work that moves the business.

Responsibilities

Create and own the product strategy and feature set for multiple products within the Internal Tools portfolio, with minimal assistance

Contribute to overall B2C, and Mobile product management portfolio strategy and planning; bring an Internal Tools point of view that shapes adjacent decisions

Establish and gain acceptance for prioritized scrum backlogs across your products; prioritize feature backlogs at the product level with minimal help

Define audience needs and use cases to guide feature development; act as subject matter expert and customer advocate for current and future products

Construct business cases, apply policy/regulatory/security/brand guidelines, and use financial drivers to influence product decisions — leaning on senior PMs where useful, working independently where you can

Perform P&L & ROI evaluation; make recommendations grounded in value/cost trade-offs

Define reporting requirements and track KPIs, satisfaction, usage, and performance; analyze data to inform decisions and tell the story behind them

Lead complex, cross-cutting initiatives across agent workflows, employee platforms, and contractor tooling end-to-end with minimal assistance

Drive cross-functional team priorities, discovery, and ROI in partnership with business stakeholders, development and design

Partner effectively with Engineering, UI/UX, and other product teams to deliver well-conceived solutions; advocate for your products and point of view in cross-functional projects and meetings

Drive product operational readiness with GTM, CPTO, Marketing, Sales, and Field; support post-launch to deliver on operational, customer experience, and financial commitments

Serve as the Agile product owner and represent Product at Agile ceremonies; anticipate effort deltas between options before commitments are made

Communicate at the Manager and Director Level

Effectively communicate product vision, principles, and roadmap to Manager and Director-level stakeholders

Translate business logic to technical stakeholders and product/technical capability to non-technical stakeholders

Use storytelling to connect product strategy to business outcomes; create presentations that move decisions forward

Disagree constructively, commit to the decision, and proactively solve cross-functional problems

Identify opportunities and trends — including AI, LLM-based features, and automation — and apply them as practical enablers for agent assist, decision support, workflow automation, and internal productivity

Distinguish problems where AI is the right tool from problems where it is not; bring rigor to evaluation, measurement, and rollout

Maintain a developing technical understanding of Internal Tools platforms and how end-to-end technological solutions are designed and impact the customer experience

Develop clear product documentation i.e. requirements, design approach, acceptance criteria

Vet and refine requirements; proactively find gaps in plans and work with stakeholders to specify or mitigate them

Inspect project assets across your products and provide feedback that improves completeness and accuracy

Proactively share knowledge to level up peers and adjacent teams

Qualifications

8–10 years of product management or product operations experience, including ownership of multiple products or major product areas with measurable business outcomes

Demonstrated ability to lead complex initiatives end-to-end with minimal assistance, across engineering, design, operations, and business stakeholders — through influence rather than authority

Experience constructing business cases, performing P&L / ROI evaluation, and managing direct product costs

Strong written and verbal communication at the Manager and Director level; comfort with executive-style writing, presentations, and storytelling

Solid analytics fluency: identifies the metrics that matter, extracts insights, and makes actionable recommendations

Experience as a Product Owner in an agile environment, including backlog management, sprint planning, release coordination, and Agile ceremonies

Ability to simplify complex problems into core issues and key actions; pivot as needed while staying grounded in the overall strategy

Strongly Preferred:

Experience with internal tools, agent desktops, contact center platforms, workforce platforms, or other employee-facing software

Practical experience applying AI/ML, LLM-based features, or automation to real business workflows — with a clear-eyed view of where it works and where it does not

Experience contributing to portfolio-level strategy and planning across multiple product areas

Bachelor's degree or equivalent experience; MBA or relevant Master's a plus

Nice to Have:

Telecom, broadband, video, or mobile industry exposure — particularly OSS/BSS, Care, Sales, or Field operations

Familiarity with regulatory, policy, and operational constraints in large telecom environments

Engineering background or technical depth in software development lifecycles

Deep telecom experience is not required. Strong tools/platform PM instincts, financial rigor, and demonstrated execution across multiple products can compensate

At Optimum, every action and interaction we take part in, is driven by our three Guiding Principles: Do What’s Right, Drive One Optimum, and Make It Happen. These aren’t just words, they help us build trust, create real community, and embrace new ways of thinking. Our employees are empowered to do the right thing for our customers and co-workers and to recognize and reward these behaviors when we see them. It’s all part of the bigger picture of “Be The Difference” where each employee knows they have the power to enact real change, share new ideas, and understand that learning never stop.

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. 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.

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 New York is $123,379.00 - $202,694.00 / year. The rate/range provided herein is the anticipated pay at the time of hire and does not reflect future job opportunity.

We appreciate your interest in this opportunity. Applicants must be authorized to work for ANY employer in the U.S. Please note that at this time, we do not provide visa sponsorship for employment.

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