Manager, Product Trials

Job Summary

Altice USA 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 Manager, Product Trials of Consumer and Business Services, will join a rapidly growing Product Operations organization focused on delivering exceptional customer experiences through optimization of our product quality and operational processes. A successful candidate will lead a group of skilled Product Operations resources to ensure processes and technologies are efficient, data-driven and aligned with the organization’s strategic goals by fostering collaboration, data visibility, improving processes and focusing on overall product quality.

Responsibilities

• Lead and mentor a team of 5–10 skilled Product Operations professionals. 
• Champion exceptional customer experiences across consumer and business service offerings, including: 
  • IP Video Services: Live TV, Video-on-Demand, Cloud DVR, and OTT platforms
  • Broadband Services
  • Voice Services 
  • Mobile Services 
  • Service Installation and Lifecycle Management
• Collect, manage, and analyze data on product performance, customer feedback, and operational trends. 
• Create and maintain comprehensive documentation for product operations, processes, and procedures. 
• Define, track, and optimize key performance indicators (KPIs) to measure product success and operational efficiency. 
• Identify opportunities to streamline product management workflows and development cycles. 
• Drive initiatives that improve customer communications and reduce contact rates.
• Establish and maintain feedback loops with internal and external stakeholders to support continuous improvement.
• Oversee rigorous testing and validation protocols to ensure high product quality and service reliability.
• Plan and coordinate product launches in collaboration with cross-functional teams to ensure seamless execution.
• Develop and operationalize A/B testing frameworks across test populations to assess feature performance and user impact.
• Standardize product launch processes through documented procedures and best practices. 
• Identify risks across the product lifecycle and implement effective mitigation strategies. 
• Provide training and support to team members on tools, methodologies, and process improvements.
• Leverage tools and technologies to enhance collaboration, operational oversight, and product delivery.
• Drive innovation by evaluating and integrating new tools, platforms, and operational methodologies.
• Deliver regular performance updates and strategic insights to stakeholders and executive leadership. 

Qualifications

• Bachelor’s degree in computer science, engineering, information technology or related fields.
• Minimum 7-10 years of experience in Product Management, Product Development or Engineering.
• Experience managing and developing Product Management, Development, and/or Engineering resources.
• Background in quality assurance or testing and validation processes.
• Experience conducting user testing and gathering feedback to improve the user experience. Techniques for usability testing, A/B testing and analyzing user behavior.
• Experience working with IP video service technologies such as TCP/IP, UDP and how these protocols affect video delivery, video quality and latency.
• Experience working with WIFI technologies and understanding of its impact on the video experience.
• Familiarity with how CDNs work to distribute video content, reduce latency, and improve performance.
• Comfortable with video formats and standards.
• Understanding of DRM technologies and the impact they have on the content and customer experience.
• Experience with key video quality and engagement metrics such as startup time, buffering events, playback failures, completion rate, viewer retention and time watched.
• Follower of market trends for emerging video technologies such as VR, AR, and AI video enhancements.
• Proficient in data analysis and interpretation leveraging tools like Tableau or Power BI.
• Experience with product delivery tools like Jira and Confluence.
• Demonstrated experience solving performance and data issues by applying experience/knowledge.
• Knowledge of scripting or automation tools can be an asset.
• Proven verbal and written communication skills to interact effectively with cross-functional teams.
• Demonstrated problem-solving skills to identify issues, propose solutions, and implement improvements.
• Focus on customer feedback, ensuring that products meet user expectations and customer satisfaction.