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Customer Experience Manager, Billing

Location: Stamford
Posted on: May 17, 2023

Job Description:

The Digital Service & Customer Experience organization at Charter is responsible for defining a holistic service experience for 31 million Spectrum customers, across all touch points, especially digital self-service. The Billing Product Manager is an experience designer who will be responsible for creating and driving the adoption of industry-leading experiences covering key customer touch points across all channels (Website, App, IVR, Chat, Digital Communications, Support Content), while enjoying all Spectrum products and services including internet, cable, phone, and mobile. The role will particularly focus on the billing customer journey, including enrollment in paperless billing and autopay, streamlining the bill presentment, reducing calls to agents by providing contextual information about one-time and recurring charges. The ideal candidate will have a track record in digital product management; experience in data driven solutions, customer experience, stakeholder management; demonstrating a unique blend of operational excellence, technical proficiency, creativity & strategic thinking. MAJOR DUTIES AND RESPONSIBILITIES
Lead the billing customer experience across all channels (Portal, Mobile App,IVR, Chat Bot, Customer Communications) via requirements gathering, process design, system changes, testing, analysis and reporting. 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. REQUIRED QUALIFICATIONS
Required Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
In-depth knowledge of software development lifecycle and processes
Understanding of 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
In-depth understanding of software/web/app technologies
Effective written communications skills
Exceptional verbal communications skills
Effective analytical approach to presenting recommendations and making decisions
Independent thinker Required Education
BA/BS required or equivalent experience Required Related Work Experience and Number of Years
Experience in digital self-service/product development or equivalent customer experience design / implementation - 5+
Experience working for companies with technology or software products - 1+
Prior Leadership - 3+ WORKING CONDITIONS
Office environment CSU580 332766 332766BR

Keywords: SPECTRUM, Stamford , Customer Experience Manager, Billing, Accounting, Auditing , Stamford, Connecticut

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