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Spectrum · 3 days ago

Senior Director, Customer Service Reliability

Charlotte, NC

Full-time

Onsite

Director/Executive

10+ years exp

Spectrum is a leading provider of communication and entertainment products, serving millions of customers across a 41-state footprint. The Sr. Director of Reliability Experience will lead a team to enhance the customer reliability experience during service interruptions through process improvements, data analysis, and cross-department collaboration.

Digital EntertainmentInternetTelecommunications

No H1B

Responsibilities

Actively and consistently lead all efforts to simplify and enhance the customer reliability experience through process improvements

Own the customer journey for service interruptions, long-duration disaster and business rules for each experience

Define business rules and requirements for AOM development team

Management of inter-department Service Interruption Roadmap

Define and lead KPI requirements and creation with data teams

Utilizing data from customer insights, KPIs and industry analysis to make data-based product design decisions

Creating and visualizing customer personae and mapping client journeys throughout the lifecycle, assessing the current state experience, capturing touchpoints, and highlighting areas of friction for customers with service interruptions

Partnering with Product, Call Center, Field Operations, Engineering, and other business units to define product strategies and business requirements

Driving conversational customer experiences across multiple channels by advising on design/redesign of customer journeys & processes

Working with the UI/UX and technology teams to create prototypes, conduct experiments and usability testing, to identify and eliminate customer pain points

Responsible for driving new business cases with measurable ROIs and long-term business outcomes; Corresponding budget (Capital and Operating) and schedule ownership

Qualification

Customer experience designData-driven decision makingTeam managementProject managementAgile & Waterfall methodologiesSoftware development lifecycleAI/ML/NLP technologiesBudget managementEffective communicationLeadership skillsCollaboration skillsCritical thinking

Required

Experience: Designing or developing customer experience: 10 years or more

Experience: Team management experience: 7 years or more

Education: BA/BS in Product Management Design, Customer Experience, or equivalent work experience

Skills: Project management skills within Agile & Waterfall methodologies

Skills: Understanding software development lifecycle and processes

Skills: Understanding AI/ML/NLP/LLM technologies; Customer Experience and journey mapping

Skills: Effective communication, leadership, and presentation skills

Skills: Budget and vendor management

Skills: Effective facilitation, brainstorming, and collaboration

Skills: Extensive knowledge of emerging customer experience trends and technologies

Abilities: Effective communication, leadership, and presentation skills

Abilities: Make decisions by sourcing and using data

Abilities: Provide leadership and direction to cross-functional and virtual teams

Abilities: Critical and independent thinker who takes direct ownership

Abilities: Make decisions and solve problems while working under pressure

Abilities: Influence key internal and external stakeholders and build consensus

Abilities: Build and lead high performing team

Preferred

Education: Master's Degree

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