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Director Business Process Management


Bethpage, NY, US, 11714

Brand:  Optimum
Requisition #:  2880

Altice USA is a cutting-edge communications, media, and tech company. We connect people to what matters most to them; texting with friends, advertising that resonates, or binge watching their favorite show. Our differentiated approach centers around technologies that push the envelope and deliver the ultimate customer experience. We’re building a workforce that attracts and retains the best talent, not only to meet the needs of our customers, but that also reflects the diverse communities we serve.

Job Summary

Altice has an opportunity for you to join a culture with No Limits! Working at Altice USA means focusing on growth and pushing boundaries. This is the team that will drive the future of the Optimum brand. Join us!

This is your opportunity to lead a high-visibility program with major impact to brand reputation, cost reduction, and operations efficiency. To better serve our customers we are transforming the tools and technology that power the Customer Experience.


Position Overview:

As the Director of Customer Experience Improvement, you will play a pivotal role in shaping and enhancing the customer journey across various touchpoints. Your expertise in identifying opportunities for improvement, collaborating with cross-functional teams, and driving impactful initiatives will directly impact our customer loyalty and business success.


  • Identify Opportunities: Collaborate with CX,product, sales, customer care, and field services teams to analyze customer feedback, operational data, and market trends to identify areas for enhancing the customer experience.
  • Cost to Serve (CTS) improvements.  Identify and drive initiatives that will reduce the Customer Contact Rate, Repeat Rate and Truck Roll rate.  The primary focus will be on TSR-related reductions (ie, customers with service-related issues) and addressing the root cause issues, identifying troubleshooting improvements, etc.
  • Strategic Planning: Develop a comprehensive customer experience improvement strategy that aligns with the company's goals and values. Create a roadmap for enhancing processes, systems, and interactions to drive customer satisfaction.
  • Cross-Functional Collaboration: Work closely with product, sales, customer care, field services, and other relevant departments to foster a culture of customer-centricity. Build strong relationships to drive collaborative efforts toward improving the end-to-end customer experience.
  • Solution Design: Devise innovative solutions that address pain points and gaps in the customer journey. Lead brainstorming sessions and workshops to generate ideas and strategies for enhancing customer interactions and service quality.
  • Change Implementation: Drive the implementation of customer experience improvement initiatives across departments. Collaborate with stakeholders to ensure seamless execution while minimizing disruptions to ongoing operations.
  • Measurement and Analysis: Establish key performance indicators (KPIs) and metrics to measure the effectiveness of improvement initiatives. Regularly analyze and evaluate performance data to track progress and make data-driven adjustments as needed.
  • Leadership Communication: Provide regular updates to the leadership team on the status of improvement projects, milestones achieved, and areas that require attention. Present findings, insights, and recommendations in a clear and concise manner.



  • Bachelor's degree in Business, Engineering, or a related field; Master's degree preferred.
  • Proven track record of at least 12 in customer experience, process improvement, or related roles within the telecommunications or similar industries.
  • Strong understanding of MSO operations, including sales, customer care, and field services processes.
  • Experience leading cross-functional teams and driving projects to successful completion.
  • Exceptional analytical and problem-solving skills, with the ability to translate data into actionable insights.
  • Excellent communication and interpersonal skills to collaborate effectively with stakeholders at all levels.
  • Strong leadership qualities with the ability to motivate and inspire teams toward a shared vision.

Altice USA is 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.


 Altice USA, Inc. 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.


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 $121,715.00  - $194,744.00 /year. The rate/Range provided herein is the anticipated pay at the time of hire, and does not reflect future job opportunity.


Applicants for employment with Altice 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.

Nearest Major Market: Long Island
Nearest Secondary Market: New York CIty

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