The Digital Service & Customer Experience organization at Charter is responsible for defining a holistic service experience for 31 million Spectrum customers, across all touch points, especially digital self-service.
The Digital Service and CX Manager is an expert in delivering key communications (by email or SMS) to customers at key moments of truth while interacting with Spectrum's products and services including internet, cable, phone, and mobile. These moments of truth include customer onboarding, self-installation of services, billing, management of services, troubleshooting, and offboarding.
The CX Manager will define, drive, and constantly prioritize a roadmap of communications in partnership with business partners and delivery teams.
The ideal candidate will have a track record in communication management and development; experience in data driven product management, customer experience and/or digital capabilities; demonstrating a unique blend of operational excellence, technical proficiency, and creativity & strategic thinking. MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the customer experience.
Guide digital channel development initiatives utilizing research, business case development, scoping, and all phases of the product development lifecycle.
Define digital channel specifications, establish milestones, and manage quality assurance activities for a cross-functional team.
Define success metrics for new projects and track daily performance for existing products to ensure the team is moving towards defined goals.
Research, troubleshoot, diagnose, and recommend solutions to complex business and technical problems.
Assist in managing the prioritization of new features and bugs.
Contribute to go-to-market plan, working with all departments to execute.
Manage individual contributors.REQUIRED QUALIFICATIONS
Required Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
In-depth knowledge of software development lifecycle and processes
Understanding of the quickly-evolving digital media environment
Extensive knowledge of emerging digital trends and technologies
Project management skills
Ability to manage multiple projects while coordinating efforts across a variety of functional areas
In-depth understanding of software/web/app technologies
Effective written communications skills
Exceptional verbal communications skills
Effective analytical approach to presenting recommendations and making decisions
Independent thinkerRequired Education
BA/BS required or equivalent experienceRequired Related Work Experience and Number of Years
5+ years of experience in digital self-service/product development
1+ years of experience working for companies with technology or software products
3+ years of prior leadershipWORKING CONDITIONS
Office environment CSU580 307784 307784BR
Web Reference : AJF/433954945-202
Posted Date : Wed, 21 Sep 2022
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