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Mgr, Product Management

Date posted 11/30/2018 Requisition Number: 228865BR Location: United States - Colorado - Greenwood Village Zip Code: 80111 Area of Interest: Product Management, Telecommunications Position Type: Full Time
Job Summary
The Digital Account and Support Platforms team is responsible for delivering a best in class self-service experience on our website, website and MySpectrum mobile app.

We’re looking for a new member of the team who is responsible for establishing our voice of customer program and ensuring it becomes part of the organization’s DNA. Among other things, this includes defining the strategy/tools for obtaining customer feedback, assessing the data (at scale), communicating actionable insights to appropriate stakeholders, tracking progress and communicating success to leadership.

The candidate must have similar experience working on customer facing websites and apps.

Major Duties and Responsibilities
  • Establish the Voice of Customer program and required tools, process, etc. for the Digital Account & Support Platforms team
  • Inform the Product team of Voice of Customer best practices
  • Assess and select Voice of Customer tools and manage vendor relationships
  • Collaborate with the Product team to design survey questions
  • Perform analysis on survey and feedback data (at scale)
  • Communicate results to the Product team and other stakeholders
  • Incorporate feedback into recurring reports to executive leadership
  • Design and manage the daily automated survey process. Requires coordination with the different teams (Marketing Research, DB management, etc.)
  • Design and manage the post-release survey process
  • Monitor/benchmark against industry and overall
  • Work with reporting team on deeper dive into feedback (join customer feedback data with other data in data mart, slice/dice, find patterns that can help us improve the customer experience)
  • Collaborate with the Enterprise VOC team to share best practices, insights, etc.
Required Qualifications
  • The candidate must be a diligent self-starter who is passionate about the customer and has the following experience (for an organization at scale):
  • Establishing the strategy, tools and process for obtaining customer feedback
  • Creating customer surveys
  • Assessing customer/qualitative feedback
  • Communicating actionable insights to the appropriate stakeholders
  • Tracking progress and communicating success at scale.
  • Familiarity with NPS, CSAT and similar metrics
  • Data storytelling
  • Passion for improving customer experience
  • Understands customer feedback best practices and tools (i.e. ForeSee, Medallia, etc.)
Skills/Abilities and Knowledge
  • Ability to read, write, speak and understand English
  • Ability to manage and foster change
  • Ability to lead large, cross-functional teams in order to achieve business goals and results
  • Ability to listen to multiple points of view and synthesize against goals for recommendations
  • Ability to plan, prioritize and organize effectively and independently
  • Ability to handle multiple projects and tasks
  • Ability to make decisions and solve problems while working under pressure
  • Ability to show judgment and initiative and to accomplish job duties
  • Ability to analyze and interpret data and synthesize recommendations
  • Ability to communicate with all levels of management and company personnel
  • Ability to communicate orally and in writing in a clear and straightforward manner
  • Ability to use personal computer and software applications (i.e. word processing, spreadsheet, etc.)
  • Proficiency with Word, Excel, PowerPoint
  • Good organizational and office management skills
  • Excellent cognitive and communication skills
  • Excellent quantitative and qualitative analytical skills
  • Strong business sense and sense of urgency to achieve business results
  • Aptitude and eagerness to learn from a new environment and make an impact quickly
Bachelor's degree in business or related field, or equivalent experience

Related Work Experience
3 - 5 years Product Management Experience on Websites & Mobile Application
3 - 5 years Voice of Customer Experience on Websites & Mobile Application
3 - 5 years Cross-Functional Stakeholder Alignment
3 - 5 years Product Strategy
3 - 5 years Lean Business Case Development

The Spectrum brands (including Spectrum Networks, Spectrum Enterprise and Spectrum Reach) are powered and innovated by Charter Communications. Charter Communications reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, or any other basis protected by federal, state or local laws.

FCC Unit: 13541 Business Unit: Cable Operations Apply Later

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