Nate Edwards

Chief Operating Officer at Optimum

Speaker

Nate Edwards serves as Chief Operating Officer for Optimum. In this role, Mr. Edwards is responsible for operations across the company’s CX team, Customer Service, Network Services, Data & Analytics and Business Transformation. He is responsible for driving a holistic approach in how Optimum serves it’s 4.4M customers, while improving operational and financial performance of the business.

Mr. Edwards and his team strive to put the customer first in everything they do, making the customer experience Optimum’s best product. Nate oversees field service, construction, inside and outside plant, and business operations and compliance for the Company’s field organization, with a focus on delivering a best-in-class experience through the Company’s portfolio of connectivity and entertainment services. He has oversight of customer care, retention, and sales operations teams and manages the company’s digital support experience.

Prior to joining Optimum, Mr. Edwards served as SVP of Enterprise Delivery and Operations for Lumen Technologies, where he was responsible for the strategic oversight of service delivery, network infrastructure, and field operations. Before joining Lumen, Mr. Edwards held a variety of roles in the telecommunications industry, including over two decades with AT&T in leadership positions across customer care, field services, dispatch operations, network training, labor relations and more, after first beginning his career as a Service Delivery Technician.

During his time with AT&T and Lumen, Mr. Edwards earned six patents and led the development and deployment of several AI/ML capabilities improving tech efficiency, providing proactive trouble identification and resolution, and providing real-time interval expectations to enterprise customers. He also led the development and roll-out of the early Nanodegrees with Udacity supporting employee skill-pivot to data science and AI. In addition, he championed a diversity, inclusion, and belonging program, WIN & DO (Women in Network & Diversity in Operations).