Manager, Digital Service CX – RepairApply Now Date posted 07/15/2019 Requisition Number: 243470BR Location: United States - Connecticut - Stamford Area of Interest: Customer Operations Position Type: Full Time
The Digital Service & CX organization at Charter is evolving the holistic customer experience across all customer touch points and driving digital self-service capabilities.
The Digital Service & CX Manager is responsible for creating and driving the adoption of industry-leading repair, troubleshooting, service appointment, and outage management experiences.
This role, that will impact millions of Charter customers, requires a unique blend of strategic thinking, creativity, technical proficiency and operational excellence. The ideal candidate will have a proven track record in product management, customer experience and digital self-service.
MAJOR DUTIES AND RESPONSIBILITIES
Lead the repair customer experience across all channels (Portal, Mobile App,IVR, Bot, Customer Communications) via requirements gathering, process design, system changes, testing, analysis and reporting.
Evolve the repair experience from a reactive to a predictive model, by closely working with cross organizationals stakeholders, leveraging data analytics, and evaluating emerging technologies
Develop customer journey maps to articulate pain points and improvements paths. Drive design teams to deliver wireframes/prototypes, and designs that articulate the experience vision.
Proactively identify areas of opportunity through in-depth analysis to recommend and drive enhancements, new features, and channels to ensure Charter’s customer experience is industry leading.
Define success metrics for new projects and track daily performance for existing products to ensure the team is moving towards defined goals.
Assist with the integration of new products and services, regulatory requirements, tools, and technologies into existing operations
Research, troubleshoot, diagnose, and recommend solutions to complex business and technical problems.
Manage a small team to specific objectives and performance goals
Day to day lead on larger capital and operational projects
Manage vendor relationships
Skills/Abilities and Knowledge
- Ability to read, write, speak and understand English
- Command of software development lifecycle and processes
- Passion for the quickly-evolving digital media environment
- Extensive knowledge of emerging digital trends and technologies
- Project management skills
- Ability to manage multiple projects while coordinating efforts across a variety of functional areas
- Technically savvy; understands software/web/app technologies
- Exceptional written communications skills
- Exceptional verbal communications skills
- Strong analytical approach to presenting recommendations and making decisions
- Independent thinker
- Customer focused
- BA/BS required or equivalent experience
Related Work Experience
- 3+ years - Experience in digital self-service/product development
- 1+ year - Experience working for companies with technology or software products
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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