Manager, Business Systems & Process Governance

Optimum; New York (NY); On-site; USD 103,000 - 169,000; Full time

Job summary

Optimum is seeking a Manager, Business Systems & Process Governance to lead cross-functional governance and transformation initiatives. Focus areas include improving the customer billing experience, controlling billing-system access, reducing defects, and shaping product catalogs within the future-state architecture.

The ideal leader translates complex business and technology challenges into clear operating processes.

Qualifications

• Bachelor’s degree in a related field.
• 5+ years in billing system operations, product catalogue management, customer experience, or similar roles.
• Proven governance leadership improving workflows.
• Strong analytical and problem-solving with data tools.
• Excellent project management with ability to juggle priorities.
• Strong cross-department communication and collaboration.

Responsibilities

• Billing Governance: design and implement policies, controls, stage gates, and operating routines to improve billing accuracy and customer experience.
• Establish disciplined controls for billing-system access and change with proper authorization, segregation of duties and traceability.
• Create control points for bill-impacting changes with impact assessment, design review, test evidence, release readiness, and issue escalation.

Skills

Analytical thinking

Project management

Communication

Education

Bachelor’s degree in Business Admin, MIS, Ops, Finance

Tools

Excel

SQL

Job description

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Manager, Business Systems & Process Governance

Location:
Long Island City, NY, US, 11101

Brand: Optimum

Requisition #: 12341

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 no 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

The Manager, Business Systems & Process Governance will lead cross-functional governance and transformation initiatives that improve the customer billing experience, strengthen control over billing-system access and change, reduce defects that affect customers, and establish disciplined execution across the offer lifecycle. The role will also support the design, implementation, and ongoing operation of product catalogs within the company's future-state architecture. The ideal candidate is a leader who can translate complex business and technology challenges into clear, sustainable operating processes.

Responsibilities

Billing Governance & Customer Experience

• Lead the design and implementation of billing governance policies, controls, decision rights, stage gates, and operating routines that improve billing accuracy and the end-to-end customer experience.
• Establish disciplined controls for billing-system access and change, including appropriate authorization, segregation of duties and traceability.
• Create control points for bill-impacting changes, including impact assessment, design review, test evidence, release readiness, approval, post-deployment validation, and issue escalation.

Offer Governance

• Implement and continuously enhance a governed, end-to-end process for new and changed go-to-market offers, covering intake, prioritization, approval, design, configuration, testing, launch readiness, deployment, monitoring, and retirement.
• Ensure offer intent is translated consistently into catalog, ordering, billing, fulfillment, channel, and customer communication requirements.
• Promote reusable standards and lessons learned to reduce offer defects, rework, cycle-time friction, and inconsistent customer treatment.

Future-State Product Catalog

• Help shape the business design, governance model, and implementation approach for product catalogs in the future-state enterprise architecture.
• Partner with business and technology architects to define product, offer, pricing, discount, eligibility, hierarchy, metadata, versioning, and lifecycle standards.
• Coordinate business requirements, solution reviews, user acceptance testing, deployment readiness, and operational handoff for catalog capabilities.
• Support ongoing catalog operations, including controlled change, data quality, issue triage, release coordination, documentation, and continuous improvement.
• Ensure catalog designs support consistent execution across channels and downstream platforms while remaining understandable, maintainable, and scalable.

#LI-GW1

Qualifications

• Bachelor’s degree in Business Administration, MIS, Operations, Finance, or a related field
• 5+ years of experience in billing system operations, product catalogue management customer experience, system implementations or process improvement roles.
• Proven track record of leading governance initiatives and improving operational workflows.
• Exceptional analytical and problem-solving skills, with proficiency in data analysis tools (e.g., Excel, SQL, or similar).
• Excellent project management skills, with the ability to manage multiple priorities and meet deadlines.
• Strong communication and collaboration skills to work effectively across departments.

Preferred Skills:

• Experience in change management or transformation projects.
• Ability to communicate the case for change and help stakeholders move from informal processes to durable operating discipline
• Ability to translate business requirements into technical customer-friendly solutions.

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 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.
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.

Nearest Major Market: Brooklyn
Nearest Secondary Market: New York City