Director of Customer Communications Operations

Innovator. Entrepreneur. Able to see the big picture while working on the small details, manage multiple projects, and act as a subject matter expert. Did we just describe you? If so, consider joining the Digital Service & Customer Experience team at Spectrum.

At Spectrum, we keep our millions customers connected across a 41-state footprint. Our Digital Service & CX team is at the front line of customer interaction. We define the holistic service experience across all touch points, especially digital self-service. Our dedication to a superior customer experience helps ensure we deliver the exceptional products and services Spectrum is known for.

BE PART OF THE CONNECTION

The Director of Customer Communications Operations is responsible for executing on Spectrum's customer communication strategy across various channels, ensuring operational excellence and a great customer experience.

HOW YOU'LL MAKE AN IMPACT

• Process and operations: Drive operational excellence by defining and implementing communication playbooks, especially for crisis response.
• Data and analytics: Use data to measure communication effectiveness, inform decisions, and improve processes.
• Cross-functional collaboration: Partner with departments such as marketing, PR, IT, and customer operations to ensure consistent messaging.
• Team leadership: Manage and develop a team of communications and analytics professionals, fostering a culture of innovation.
• Channel management: Oversee multiple communication channels like email, text, push notifications, and messaging platforms.

In this role you will work in a fast-paced cross-functional environment overseeing all customer-facing communication channels, establishing and maintaining the crisis communication playbook, and collaborating across departments to align messaging with business goals.

WHAT YOU'LL BRING TO SPECTRUM

Required Qualifications

• Experience:
  • Designing or developing customer experience: 8 years or more
  • Project management: 5 years or more
  • Management: 5 years or more
• Education:
  
  • Bachelor's degree (BA/BS) in Product Management Design, Computer Science, Human Factors, or equivalent work experience
• Skills:
  
  • Project management skills within Agile and Waterfall methodologies
  • Effective communication, leadership, and presentation skills
  • Facilitation, brainstorming, and collaboration skills
  • Understanding of the software development lifecycle and processes
  • Strong leadership and strategic thinking
  • Interpret data and apply it to strategic decisions
  • Experience with various digital communication tools and platforms
• Abilities:
  • Exceptional writing, storytelling, and presentation abilities
  • Extensive knowledge of emerging digital trends and technologies
  • Make decisions and solve problems while working under pressure
  • Proven team leadership and management
• Hybrid Schedule: Four in-office days weekly