New

Manager Agent Tools

Altice USA
United States, New York, Bethpage
Jun 27, 2025
Optimum 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 areOptimum! Job Summary Altice's Customer Experience team is seeking a Manager, Agent Tools, to lead the development and optimizations of digital tools supporting our billing platform. This role focuses on enhancing applications used by front-line agents across call centers and retail locations to resolve billing an account related issues. The ideal candidate is product-minded, with strong leadership skiils, a passion for user-centered design, and the ability to drive collaborative, cross-functional initiatives. You will be responsible for delivering a seamless transition from legacy agent tools to new technology platforms in close partnership wth Technology and Customer Care Operations teams. A key focus will be driving adoption and ensuring each release improve the agent and customer experience. Responsibilities Lead product and process improvement initiatives across billing tools and agent platforms Translate customer and agent pain points into actionable solutions through agile development. Collaborate with product, engineering, QA, and operations teams to deliver scalable, intuitive features. Own the tool roadmap and lead quarterly planning with technology teams to align business goals, budgets, and prioritized development. Manage detailed documentation, testing, and quality assurance to meet business requirements. Develop and track KPIs, deliver executive reporting, and lead pre- and post-launch reviews. Create clear, functional, and technical design documentation for system enhancements. Influence cross-functional stakeholders through effective communication and data-driven decision-making. Drive change management and readiness planning to support adoption of new tools and systems. Qualifications Bachelor's degree in Business, Engineering, Computer Science, Operations, or a related field (MBA a plus) Minimum 4+ years in telecom, customer experience (CX), contact centers, or digital tool development Strong understanding of agent tools, billing platforms, and guided workflow systems Deep familiarity with service design, UX principles, troubleshooting flows, and operational support tools Solid command of Agile, BPM, or other project management methodologies Excellent analytical skills and experience using data to drive business insights Proficiency in Microsoft Office, especially Excel and PowerPoint; experience presenting to executive stakeholders Outstanding written and verbal communication skills with the ability to simplify complex concepts Demonstrated ability to lead cross-functional initiatives and influence without direct authority Experience in process improvement and customer-centric digital strategy Strong business acumen and intellectual curiosity; able to identify patterns and deliver recommendations Prior experience with Altice systems or telecom/billing platforms is highly preferred Preferred Qualifications Experience leading or contributing to tool transformation initiatives, especially migrating legacy systems to AI/ML-powered platforms Familiarity with agent enablement tools using automation, decisioning engines, or conversational AI Hands-on experience with Google Cloud Customer Experience Suite (CES) or similar CX platforms Experience in enterprise-scale platform modernization, including system decommissioning, rollout planning, and agent readiness Knowledge of industry benchmarks 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 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 FAQfor 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 the posted location is$102,816.00-$168,912.00/ year. The rate/range provided herein is the anticipated pay at the time of hire, and does not reflect future job opportunity.