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Product Analyst III

Location: 

Toronto, ON, CA, M5J1H8

Brand:  Optimum
Requisition #:  9621

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 on the hunt for enthusiastic professionals to join our team! We understand that connectivity isn't just a luxury anymore – it's a necessity that empowers lives, fuels businesses, and drives innovation. 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. We owe our success to our amazing product, commitment to our people and the connections we make in every community.

 

If you are resourceful, collaborative, team-oriented and passionate about delivering consistent excellence, Optimum is the Company for you!

 

We are Optimum!

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 Product Analyst III team member will join a rapidly growing Product Operations team focused on delivering exceptional customer experiences through optimization of our product quality and operational processes.  A successful candidate will lead the development of the data pipeline, dashboards insights and automation that will allow us to deliver unparalleled service experiences.  This position will have a unique opportunity to shape the way that AI is used at Altice USA to service our internal and external customers by leveraging our data to drive our AI tools to improve end-to-end experiences.

Responsibilities

  • Lead Product Operations data strategy identifying how to optimally measure customer experiences.
  • Drive insights and actions through data to address deficiencies in our customer experiences.
    • Services include broadband, video, mobile applications, support tools and e-comm.
  • Work closely with our field and care teams to improve processes for troubleshooting customer issues.
  • Lead development of AI agents to eliminate manual processes from our data workflows.
  • Support development and design of AI agents to improve employee and customer experiences.
  • Mentor junior team members to support team development and growth
  • Analyze user behavior to identify trends, pain points and opportunities for improvement.
  • Manage and improve data collection processes to ensure data quality and consistency.
  • Translate data insights into actionable recommendations for product development and growth.
  • Provide ad-hoc analysis to support decision making for cross-functional teams.
  • Monitor and analyze funnels to optimize conversion rates and reduce drop-offs.
  • Identify and implement improvements to improve customer communication and reduce contact rates.
  • Establish a feedback loop with internal/external stakeholders to drive continuous improvement.
  • Ensure rigorous testing and validation processes to maintain high product quality and reliability.
  • Plan and execute product launches, ensuring seamless coordination with all relevant teams.
  • Introduce capabilities to do effective A/B testing of releases across test populations.
  • Provide training and support to team members on best practices, data tools and processes.
  • Drive innovation by identifying implementing new tools, technologies and methodologies.
  • Provide regular updates to stakeholders on product operations, performance and strategic initiatives.

Qualifications

Must Haves:

  • 10+ years of experience in product analytics, data analysis or similar role.
  • Bachelor’s degree in Data science, Statistics or Computer Science
  • Ability to tell a story through data to drive actionable insights to engineering teams.
  • Proficiency in data visualization tools like Tableau or Power BI.
  • Strong skills in analyzing large data sets using SQL or similar languages.
  • Experience with development on AI tools such as Google Gemini or Microsoft Co-pilot.
  • Experience with programming languages such as Python or R for advanced analytics.
  • Experience with metrics development for broadband, video, mobile and web services.
  • Familiarity with A/B testing framework and methodologies.
  • Effective communication and presentation skills, with the ability to convey data insights.
  • Ability to act as mentor to develop talent and promote growth and development.
  • Ability to define and measure key performance indicators aligned with business goals.
  • Experience with product delivery tools like Jira and Confluence.
  • Demonstrated experience solving performance and data issues by applying experience/knowledge.
  • Contributes to operational insights that inform product strategies and decision-making.
  • Familiarity with metrics like customer acquisition, retention, engagement and churn, particularly as they relate to product performance.
  • Focus on customer feedback, ensuring that products meet user expectations and customer satisfaction.

Nice To Have:

  • Knowledge of web and mobile analytics tools.
  • Experience working with event tracking systems and tagging implementations.
  • Strong statistical analysis and hypothesis testing skills.
  • Background in quality assurance or testing and validation processes.
  • Experience conducting user testing and gathering feedback to improve the user experience. 
  • Understanding of data modeling and interpreting large data sets to generate actionable insights.

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. 

 

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. All qualified applicants will receive consideration for employment without regard to race, color, creed, national origin, religion, age, disability, sex, sexual orientation, gender identity or protected veteran status, or any other basis protected by applicable federal, state, or local law. The Company provides reasonable accommodations upon request in accordance with applicable requirements.

 

Optimum 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.

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