Sr Mgr, Product ManagementApply Now Date posted 06/05/2019 Requisition Number: 241111BR Location: United States - Colorado - Greenwood Village Area of Interest: Product Management, Product Support Position Type: Full Time
Charter Communications is America’s fastest growing TV, internet and voice company. We’re committed to integrating the highest quality service with superior entertainment and communications products. Charter is at the intersection of technology and entertainment, facilitating essential communications that connect 24 million residential and business customers in 41 states. Our commitment to serving customers and exceeding their expectations is the bedrock of Charter’s business strategy and it’s the philosophy that guides our 90,000 employees.
The Digital account and Support Platforms Team is searching for a Fortune 100 industry thought leader capable of leading cross functional teams from design to operations. Must be well versed in Agile, Lean and Dev. Ops principles for high value software delivery. The Sr. Manager will report to the Dir of Digital Account & Support Platforms.
The Sr. Manager will lead teams to deliver Charter’s vision for outstanding web portal customer self-service experiences. This role recruits, develops and leads an industry leading digital team to create and operate the world’s best self-service experiences for Spectrum customers. The Sr. Manager is responsible for leading teams to develop and execute the next iteration of Spectrum’s web self-service strategy.
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 and execute transformational business performance improvements across the digital web platforms.
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, including internal Business Owners, Customer Service, Marketing, Legal, Development, Operations, 3rd party vendors, etc…
Support the development and communication of digital self-service strategies to drive increases in customer satisfaction and revenue.
Lead/work with cross functional teams including design, software development, product management peers, customer service, marketing, and operations 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.
Skills/Abilities and Knowledge
Ability to read, write, speak and understand English.
Successful track record of leading cross-functional self-service teams to produce transformational improvements in customer satisfaction, call in rate and transaction volumes.
Outstanding leadership skills enabling cross-functional teams to achieve break-through business results.
Outstanding written and oral communication skills for all levels of the organization.
Successful track record of building relationships based on trust and respect across the organization.
Role model for operating in a fast-paced environment and balancing competing priority for time, resources and budget.
Strong business sense and sense of urgency to achieve business results.
Possesses a strong background in consumer portals management in Cable or Telecommunications industry.
Experience in defining and managing user experience experimentation using A/B and multivariate testing tools.
Proficient in office automation tools (Excel, PPT / Word).
Bachelor's degree in business, engineering, computer science or related field, or equivalent combination of education and experience.
Related Work Experience Number of Years
Cable/Telecommunications industry experience 7
Consumer Portal/App Product Management (Self-Service or Sales) 5
Digital User Experience Creation/Operation/Optimization 5
Graduate Degree in related field preferred
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.
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