Senior Director, Customer Communications

BE PART OF THE CONNECTION

As the Senior Director of Spectrum's Customer Communications team, you will drive the strategy and execution of how we communicate to our customers. The right message to the right customer at the right time.

Your focus will be to design and implement a best-in-class customer communications strategy targeted at enhancing customer satisfaction, loyalty and reducing friction. This role provides leadership over ideation, strategy, roadmap prioritization, customer communications, cross-channel and cross-product alignment, and the identification of opportunities to improve the experience, all through the customer lens.

WHAT YOU CAN EXPECT TO DO IN THIS ROLE

• Develop & execute a long-term customer communications strategy that is focused on the Spectrum's commitment across our residential and business customers.
• Using new technologies such as RCS Business Messaging, provide communication experiences for our customers that meets them where they are.
• Lead a high performing team fostering a culture of innovation & creativity through encouraging team members to collaborate and share ideas that enhances our customer communications.
• Foster partnerships with key business functions including PR, Marketing, Field & Customer Operations, IT & Engineering teams to develop effective communications.
• Be a proactive change agent, looking for ways to address customer concerns before they arise to ensure timely resolution that creates a positive outcome with our customer.
• You will oversee multiple communication channels including email, text messages, push notifications, online and rich business messaging (RBM).
• Define and implement a customer communication playbook for crisis response efforts, ensuring timely and accurate information dissemination to customers & stakeholders, particularly during natural disaster emergencies.
• Responsible for content design and support related content on our digital assets including a team culture that asks what are we saying, how does it look, and who do we send it to for all communications.

In this role you will build, manage, and mentor a team of approximately 30 talented communication, design, and product professionals. You will provide leadership and direction to cross-functional teams, and influence internal and external key stakeholders to build consensus.

WHAT YOU'LL BRING TO SPECTRUM

Required Qualifications

• Experience: Designing or developing customer experience: 10 years or more; team management: 7 years or more
• Education: Bachelor's degree (BA/BS) in Journalism, Marketing, Business, Communications, Product Management or other related degree
• Skills: Crisis communication: Project management skills; effective communication, leadership, and presentation skills; facilitation, brainstorming, and collaboration skills; highly skilled in mass communications
• Abilities: Analyze and present the data to "tell the story"; extensive knowledge of emerging digital trends and technologies; make decisions and solve problems while working under pressure
• Working conditions: Office environment