Manager Customer Experience Design & Strategy

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

Job summary

Optimum Communications Inc. in New York seeks a Manager, Customer Experience & Digital Self‑Service Strategy to own and deliver end-to-end customer journeys across IVR, chat, app, web, retail and field.

You will translate customer evidence into redesign plans, drive cross‑functional workstreams, and apply automation and AI enablement to improve adoption, reduce costs and boost frontline productivity. This role reports to Senior Director and requires 5–8 years in CX, strong analytical skills, and

Qualifications

• 5-8 years of experience in customer experience, journey management, service design, digital transformation, operations strategy, or related fields.
• Proven success leading end-to-end journey redesigns and delivering complex projects/programs in cross-functional, matrixed environments.
• Strong analytical, communication, and stakeholder management skills, with the ability to build business cases, leverage data for decision-making, and influence audiences.

Responsibilities

• Develop and maintain customer journey maps and service blueprints, documenting customer interactions, processes, systems, and ownership.
• Analyze journey performance using operational and customer metrics to identify, prioritize, and resolve pain points.
• Lead journey redesign efforts to simplify experiences, reduce handoffs, increase digital adoption, and implement proactive solutions.
• Manage end-to-end delivery plans, including scope, milestones, dependencies, risks, and go-live readiness.
• Coordinate cross-functional teams and vendors, proactively addressing issues and escalating risks with recommended actions.
• Provide clear executive reporting on progress, decisions, benefits, and delivery performance.
• Translate CX and digital strategy into prioritized journey, channel, and improvement roadmaps.
• Support business case development, benefit sizing, and investment prioritization for customer experience initiatives.
• Track delivery outcomes and benefit realization to ensure strategic objectives are achieved.

Skills

Journey design

Project management

Stakeholder management

Data analysis

Tools

CRM systems

OSS/BSS

Ticketing systems

Job description

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 now 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, Customer Experience & Digital Self‑Service Strategy is the hands‑on delivery engine behind the enterprise's priority customer journeys. Reporting to the Senior Director, the role owns the full arc of journey work: mapping how customers actually move across IVR, chat, app, web, retail, care and field today; diagnosing where effort, repeat contacts and cost accumulate; redesigning the target journey; and then applying the project management discipline that gets the redesign built, launched and sustained.

It is a translator role at heart - turning customer evidence into a defensible journey redesign, and that redesign into the plans, requirements, dependencies and dates that Product, Technology, Operations and Data teams can execute against. Customer experience and digital outcomes are primary; the same work also drives cost‑to‑serve reduction and frontline productivity through journey simplification, channel shift, automation enablement and disciplined performance routines.

Accountability

Deliver simplified, high‑performing customer journeys and omni‑channel experiences by mapping and redesigning assigned priority journeys, then leading the cross‑functional workstreams that implement them – improving adoption, resolution and customer experience while reducing cost‑to‑serve and lifting frontline productivity through digital, automation and AI.

Responsibilities

Journey Mapping, Diagnosis & Redesign

• Develop and maintain customer journey maps and service blueprints, documenting customer interactions, processes, systems, and ownership.
• Analyze journey performance using operational and customer metrics to identify, prioritize, and resolve pain points.
• Lead journey redesign efforts to simplify experiences, reduce handoffs, increase digital adoption, and implement proactive solutions.

Project & Delivery Management

• Manage end-to-end delivery plans, including scope, milestones, dependencies, risks, and go-live readiness.
• Coordinate cross-functional teams and vendors, proactively addressing issues and escalating risks with recommended actions.
• Provide clear executive reporting on progress, decisions, benefits, and delivery performance.

Strategy Execution & Roadmap Management

• Translate CX and digital strategy into prioritized journey, channel, and improvement roadmaps.
• Support business case development, benefit sizing, and investment prioritization for customer experience initiatives.
• Track delivery outcomes and benefit realization to ensure strategic objectives are achieved.

Requirements, Digital & AI Enablement

• Convert journey improvements into business requirements, user stories, and acceptance criteria.
• Support implementation of digital, self-service, automation, and AI-enabled customer solutions.
• Evaluate emerging technologies through pilots, success metrics, and scale-or-stop recommendations.

Performance Management & Governance

• Build and maintain journey dashboards, scorecards, and performance reporting.
• Lead governance forums, performance reviews, and continuous improvement routines across stakeholders.
• Partner with Voice of Customer and Insights teams to identify root causes, prioritize actions, and sustain improvements.

Qualifications

• 5-8 years of experience in customer experience, journey management, service design, digital transformation, operations strategy, or related fields, preferably in telecommunications or other high-volume service industries.
• Proven success leading end-to-end journey redesigns and delivering complex projects/programs in cross-functional, matrixed environments.
• Strong analytical, communication, and stakeholder management skills, with the ability to build business cases, leverage data for decision-making, and influence audiences from working teams to senior executives.

Preferred Qualifications

• Experience with telecommunications customer journeys and implementing digital, self-service, AI, or automation capabilities in customer care environments.
• Knowledge of CRM, order management, OSS/BSS, ticketing systems, network data, and Voice of Customer methodologies.
• Familiarity with project delivery, process improvement, analytics, and journey mapping tools, supported by relevant certifications (e.g., PMP, Lean Six Sigma, CSM, SAFe, Service Design).

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 stops.

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.

The starting payrate/range at time of hire for this position in New York is $102,816.00 - $168,912.00 /year. For other locations, please inquire with your recruiter. The rates/ranges provided herein are the anticipated pay at the time of hire, and do 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.