Full TimeCharlotte, North CarolinaDate posted 11/10/2025Business unit: Customer OperationsAreas of interest: Customer Operations, IT Management/Project ManagementRequisition Number: 2025-65202CSU580Customer Operations
This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.
Innovator. Entrepreneur. Able to see the big picture while working on the small details, manage multiple projects, and act as a subject matter expert. Did we just describe you? If so, consider joining the Digital Service & Customer Experience team at Spectrum.
At Spectrum, we keep our millions of customers connected across a 41-state footprint. Our Digital Service & CX team is at the front line of customer interaction. We define the holistic service experience across all touch points, especially digital self-service. Our dedication to a superior customer experience helps ensure we deliver the exceptional products and services Spectrum is known for.
BE PART OF THE CONNECTION
As a Manager in Digital Service & Customer Experience, you will lead the reporting and insights function for Spectrum’s service communications (email, SMS, and automated calls). Enable data-driven decision-making and in-time health monitoring across lifecycle messages and service notifications by partnering with CX, Marketing and Product stakeholders to define channel and feature-specific metrics. Drive the roadmap and delivery of automated reporting and dashboards that surface campaign performance and customer experience outcomes.
HOW YOU’LL MAKE AN IMPACT
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.
If you are able to motivate and guide a team of analysts, clearly communicate project needs, and develop effective partnerships across corporate functions, this may be the role for you.
WHAT YOU’LL BRING TO SPECTRUM
Required Qualifications
Experience:
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
Education:
Bachelor’s degree (BA/BS) or equivalent experience
Skills:
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
Abilities:
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
CSU580 2025-65202 2025
Here, our employees don’t just have jobs, they're building careers. That’s why we offer a 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.
A qualified applicant’s criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.
Get to Know Us Charter Communications provides superior communication and entertainment products for residential and business customers through the Spectrum brand. Our offerings include Spectrum Internet®, TV, Mobile and Voice. Beyond our connectivity solutions, we also provide local news, programming and regional sports via Spectrum Networks and multiscreen advertising solutions via Spectrum Reach. When you join our team, you’ll be keeping our customers connected to what matters most in 41 states across the U.S. Watch this video to learn more. Grow Your Career Here We’re committed to growing a workforce that reflects the customers and communities we serve – providing opportunities for employment and advancement to all team members. Spectrum is an Equal Opportunity Employer, including job seekers with disabilities and veterans. Learn about Life at Spectrum.
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