VP, Digital Self-Service

Full Time Greenwood Village, Colorado, Denver, Colorado Posted 10/22/2021 Areas of interest: Leadership Requisition Number: 294889BR XEN002
The Vice President of Digital Self-Service is responsible for the product lifecycle, customer experience, technical execution, and platform performance for Spectrum Digital Self-Service Products. Leads program and feature level teams comprised of Product, Design, Technology, Data, and Operations professionals in defining, building and delivering the software products that serve Residential and Small to Medium Business customers across Video, Internet, Voice, and Mobile lines of business.

Actively and consistently support all efforts to simplify and enhanced the customer experience.

Contribute to the strategic product roadmap for all Digital Self-Service products including prioritization, capital investment funding, and operational ownership for key platforms and components.

Lead teams to deliver an innovative, seamless, world-class self-service experience. Enable and increase digital adoption across all customer types.

Partner closely with external product teams and stakeholders (Marketing, Customer Operations, Spectrum Community Solutions, Voice and Webmail Products, Mobile Products) as a service-organization to design and execute required roadmaps.

Partner closely with external technology and platform teams (Information Technology, Engineering, Billing, Supply Chain, etc.) to execute delivery together.

Develop and maintain a communications plan for stakeholders and process participants. Develop and lead regular reviews with the senior executives and cross-functional peers.

Build, motivate, inspire and develop a team of highly skilled professionals to deliver a measurably superior ecosystem of products.

Oversee milestones, project timelines, and budget and go-to market initiatives. Optimizes for speed and predictability.

Lead lifecycle management of the platform ecosystem to eliminate product defects, identify areas for experience improvement and report on the effectiveness of recent feature enhancements.

Oversee the design and implementation of all software components, platform architecture, technical scaffolding, and operational processes.

Oversee the information architecture and design of the user experience for all self-service features.

Develop reporting metrics, performance benchmarks and dashboards to motivate and hold the organization accountable to deliver a world-class customer experience.

Enable a metrics-driven culture by setting measurable goals for teams, leaders and self.

Skills / Abilities / Knowledge
Ability to read, write, speak and understand English
Ability to focus on key priorities, identify problems, secure relevant information and bring forth possible causes and solutions that anticipate short and long-term business demands
Proven ability to work collaboratively and productively with cross-functional company leaders to develop and deliver results that are strategically aligned
Passionate, energetic and eager to learn and grow
Ability to think strategically through business problems and apply common sense to all situations
Ability to manage and foster change
Proven record of accomplishment of successfully driving growth, performance and profitability; strong sense of urgency and bias for action
Confident, straightforward, and truthful. Follows through on commitments and is dedicated to excellence
Strong collaboration and cross-functional partnership skills
Ability to lead a multidisciplinary organization of product, design, software development, testing, data and operations professionals
Ability to create an inspiring team environment with a culture of transparency and openness
Experience communicating strategic direction and recommendations by way of written, visually interesting and data-backed presentations
Experience operating, deploying and enhancing a variety of technical ecosystems responsible for delivering a nimble customer experience and digital self-service environment
Experience leading and contributing to discussions pertaining to self-service concepts

B.S. Degree in Computer Science, technology or equivalent preferred

Related Work Experience Number of Years
Leadership positions of increasing levels of responsibility 10+
Software or technical (Website/mobile applications, Platform/API development) 8+
Leading teams that produce customer-facing software 5+
Multi-dimensional leadership (leading at least two required disciplines:
Product, design, operations, software, testing) 3+

Office environment
XEN002 294889 294889BR

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 minimum of $169,500.00. The actual salary offer may be higher as we 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.

Our Commitment During COVID-19 Your health and safety is important to us, as such we’re using virtual recruiting tools to safely meet with qualified candidates. We are working in the office, following CDC guidelines.

Get to Know Us Charter Communications is known in the United States by our Spectrum brands, including: Spectrum Networks, Spectrum Enterprise and Spectrum Reach. When you join us, you’re joining a strong community of more than 95,000 individuals working together to serve more than 31 million customers in 41 states. 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. Learn about our inclusive culture.

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