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

The Senior Vice President, Digital and Customer Experience (CX), will be a transformative leader responsible for shaping Optimum’s relationship with its customers, driving customer-first initiatives, and advancing digital innovation. This individual will lead the CX and Digital Care teams, ensuring every customer touchpoint—across all channels—delivers seamless, personalized, and effortless experiences.

Responsibilities

Customer-Centered Strategy

Solidify Optimum as a customer-centered organization by championing the customer and driving both evolutionary and revolutionary change to meet their needs. Transform the customer relationship from transactional to a true partnership, positioning Optimum as the connectivity provider of choice. Incorporate Voice of the Customer (VOC) insights into CX strategies, refining customer journeys to deliver digital-first, consistent, and personalized experiences. Develop and institutionalize customer experience metrics to measure success and ensure intended outcomes

Leadership and Collaboration

Define the vision, goals, and mission for CX and Digital Care teams, inspiring the organization to support and execute new initiatives. Partner with cross-functional stakeholders, including Sales, Marketing, IT, Growth, and regional teams, to align strategies and prioritize innovations that drive measurable business impact. Lead change management efforts to embed a customer-first mindset across the organization, fostering alignment and accountability. Mentor and develop high-performing teams within the CX and Digital functions, cultivating innovation, collaboration, and a results-oriented culture.

Innovation and Technology

Drive innovation across the end-to-end customer journey, integrating physical, digital, content, and community touchpoints to enhance CX. Lead the development and execution of Optimum’s digital self-service and omnichannel strategy to deliver seamless interactions regardless of engagement channel. Leverage AI, automation, and analytics to identify opportunities for efficiency, improve customer and employee experiences (CX/EX), and future-proof tools and platforms. Establish a comprehensive frontline tools strategy, addressing consolidation, elimination, and enhancement to maximize productivity and modernize the technology stack.

Operational Excellence

Oversee the execution of CX and digital initiatives, ensuring milestones, timelines, budgets, and go-to-market strategies are achieved. Conduct competitive and market analyses to maintain awareness of advanced self-service and frontline tools within the Cable & Telecommunication industry. Establish governance frameworks to align CX initiatives, ensure accountability, and track performance against business goals. Define and measure the ROI of CX initiatives, linking efforts to revenue growth, retention, customer lifetime value (CLV), and operational cost savings.

Customer Experience Advocacy

Regularly lead customer experience reviews with senior executives and cross-functional peers, driving transparency, prioritization, and action. Develop structured feedback mechanisms to capture real-time customer insights and continuously improve engagement strategies. Actively champion efforts to simplify and enhance self-service experiences while driving adoption of digital-first solutions.

#LI-GW1

Qualifications Bachelor’s Degree in related field; Master’s Degree with MBA preferred. 15+ years of operational leadership experience. 10+ years of experience overseeing and working in a technology-enabled customer experience environment in a leadership role developing and implementing digital, omnichannel customer support and communications strategies, including the implementation of automation, AI and analytics for customer support and self-service. Work experience in hi-tech and/or cable/telecom is a plus. Track record of driving transformational change, achieving measurable business outcomes, and leading high-performing teams. Deep understanding of customer journey design, VOC programs, and the integration of AI, automation, and analytics into CX strategies. Strong ability to influence and collaborate across all organizational levels, balancing strategic vision with operational execution. Exceptional problem-solving, analytical, and communication skills with a focus on data-driven decision-making.

Leadership Attributes

Visionary thinker with the ability to inspire and align teams around a common mission. Resilient and adaptable leader capable of navigating complexity and driving change at scale. Passionate advocate for customer-centricity and continuous innovation. Strong ability to develop strategy/business case and tactics, with a disciplined project management orientation. Proven experience building a culture of data-driven decision-making, action, and delivery.

Key Metrics for Success

Improvement in CX and digital engagement metrics (e.g., NPS, AHT, self-service adoption). Growth in revenue and customer retention metrics, including churn reduction and CLV. Operational efficiency gains, including tool modernization and productivity improvements. Achievement of strategic milestones within defined timelines and budgets.

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 FAQ for further details.

 

This position is identified as being performed in/or reporting to company operations in New York State. Salary ranges are supplied in compliance with New York State law. 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 $242,760.00 - $300,000.00 / year. The rate/range provided herein is the anticipated pay at the time of hire, and does not reflect future job opportunity.