Senior Manager, Digital Self-Service

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Full Time Greenwood Village, Colorado, Denver, Colorado Posted 05/12/2022 Business unit: Cable Operations Areas of interest: Digital, IT Management/Project Management, Product Requisition Number: 304057BR MPD632
JOB SUMMARY
Lead teams to deliver Charter’s vision for outstanding web and mobile app customer self-service experiences. Recruit, develop and lead an industry leading digital team to create and operate the world’s best self-service experiences for Spectrum customers. Responsible for achieving transformational business performance results of assigned portal/app functions.

MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently supports all efforts to simplify and enhance the customer experience.

Define strategy and implements best practices in digital experience development and operations for Cable or telecommunications companies.

Develop and lead teams to deliver transformational business performance improvements in one or more self-service functions such as: Homepage, Navigation, Service Appointments, Personalized Channel Lineup, Wi-Fi management.

Define and utilize analytics to identify opportunities for customer self-service improvements either by optimizing existing features or developing new features.

Lead creation of business processes/functions supported by existing process enablers and external organizations to streamline and accelerate time to market for high quality transformational customer facing digital experiences.

Ensure alignment between all facets of business operations.

Support the development and communication of digital self-service strategies to drive customer increases in customer satisfaction and revenue.

Lead/work with cross functional teams to implement digital-self-service strategy.

Provide direction and updates to all levels of the organization including stakeholders, cross functional team members, and Sr. Leaders.

REQUIRED QUALIFICATIONS
Required Skills/Abilities and Knowledge

Ability to read, write, speak and understand English
Demonstrated ability to lead cross-functional self-service teams to produce transformational improvements in customer satisfaction, call in rate and transaction volumes
Effective leadership skills enabling cross-functional teams to achieve break-through business results
Effective written and verbal communication skills for all levels of the organization
Demonstrated ability to operate in a fast-paced environment and balancing competing priority for time, resources and budget
Effective business sense and sense of urgency to achieve business results
Demonstrated in-depth background in consumer portals management in Cable or Telecommunications industry
Proficient in office automation tools (Excel, PPT / Word)

Required Education
Bachelor's degree in business, engineering, computer science or related field, or equivalent combination of education and experience.

Required Related Work Experience
7 years of Cable/Telecommunications industry experience
5 years of Consumer Portal/App Product Management (Self-Service or Sales)
5 years of Digital User Experience Creation/Operation/Optimization
3 years of Wi-Fi Self-Service Management
Experience in defining and managing user experience experimentation using A/B and multivariate testing tools

Preferred Education
Graduate Degree in related field

WORKING CONDITIONS
Office environment
Limited Travel MPD632 304057 304057BR

Here, employees don’t just have jobs, they build careers. That’s why we believe in offering a comprehensive pay and benefits package that rewards employees for their contributions to our success, supports all aspects of their well-being, and delivers real value at every stage of life.

The pay for this position has a salary range of $107,600.00 to $191,200.00. The actual salary offer will carefully consider a wide range of factors, including your skills, qualifications, experience and location. Also, certain positions are eligible for additional forms of compensation such as bonuses.

Get to Know Us Charter Communications is known in the United States by our Spectrum brands, including: Spectrum Internet®, TV, Mobile and Voice, Spectrum Networks, Spectrum Enterprise and Spectrum Reach. When you join us, you’re joining a strong community of more than 93,000 individuals working together to serve more than 32 million customers in 41 states and keep them connected to what matters most. Watch this video to learn more.

Who You Are Matters Here We’re committed to growing a workforce that reflects our communities, and providing equal opportunities for employment and advancement. EOE, including disability/vets. Learn about our inclusive culture.

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