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Spectrum · 2 months ago

Manager, Customer Communications Insights

Charlotte, North Carolina

Full-time

Hybrid

Senior Level

5+ years exp

Spectrum is a leading company in Customer Operations, and they are seeking a Manager in Digital Service & Customer Experience to lead the reporting and insights function for service communications. This role involves enabling data-driven decision-making and collaborating with various stakeholders to drive automated reporting and dashboards for campaign performance and customer experience outcomes.

Digital EntertainmentInternetTelecommunications

No H1B

Responsibilities

Actively and consistently support efforts to simplify and enhance the customer experience through clear, timely, and effective customer communications

Defining and maintaining communications performance metrics (e.g., delivery, engagement, conversion, containment) and the associated data visualizations and ETL requirements needed to measure them

Building and overseeing automated, customer-readable reporting and executive dashboards using tools such as Tableau and Excel; ensure accuracy, data freshness, and usability for business decision-makers

Partnering with IT and Business Intelligence teams to ingest new data sources (e.g., messaging platforms, contact center/IVR, product telemetry) required for communications reporting

Collaborating with the Customer Experience Design organization to ensure reporting and dashboards are intuitive, elegant, and industry-leading, enabling non-technical partners to act quickly on insights

Working with technical and leadership teams to plan, prioritize, and deliver initiatives on time; apply appropriate software development life cycle practices for all reporting and data products

Qualification

Digital self-service developmentAdvanced SQL proficiencyTableauSoftware development lifecycleAgile methodologiesData analysisInterpretationProject managementBusiness acumenCommunication skills

Required

Digital self-service/product development or equivalent customer experience design and implementation: 5 years or more

Working for companies with technology or software products: 1 year or more

Prior leadership experience: 3 years or more

Bachelor's degree (BA/BS) or equivalent experience

In-depth understanding of software, web, and application technologies

In-depth knowledge of software development lifecycle and processes

Project management

Advanced SQL proficiency

Expertise in Tableau (desktop and server) and reporting design principles

Understanding of the digital media environment

Extensive knowledge of emerging digital trends and technologies

Communicate complex technical concepts to all levels to inform decisions

Strong ability to analyze, interpret, and present data

Deep understanding of Agile methodologies and advanced analytics processes

Proven ability to manage multiple initiatives, balance competing priorities, and deliver high-quality software/data products within diverse technology stacks

Strong business acumen, urgency for results, and ability to supervise and motivate others

Hybrid Schedule: Four in-office days weekly

Benefits

Comprehensive pay and benefits package that rewards employees for their contributions to our success, supporting all aspects of their well-being at every stage of life.

Company

Spectrum

Glassdoor3.3

Spectrum is a cable telecommunications company that offers a range of home entertainment and information services. It is a sub-organization of Charter Communications.

Founded in 1989

Stamford, Connecticut, USA

10001+ employees