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Manager, Digital Service & Customer Experience - Change of Service Journey

Company: SPECTRUM
Location: Stamford
Posted on: February 24, 2021

Job Description:

JOB SUMMARY
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 for Change of Service journeys is responsible for creating and driving the adoption of industry-leading experiences around Change of Service, including equipment upgrades and swaps, service upgrades and downgrades, one-time and seasonal purchases, and offboarding when relationship with Spectrum ends.

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 Change of Service customer experience across all channels (Portal, Mobile App,IVR, Bot, Digital Communications) via requirements gathering, process design, system changes, testing, analysis and reporting.

Evolve the Change of Service experience from a reactive to a predictive model, by closely working with cross organizational 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.



REQUIRED QUALIFICATIONS
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


    Education
    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



    WORKING CONDITIONS
    Office environment


    For more information on Spectrum's benefits, please click .

Keywords: SPECTRUM, Stamford , Manager, Digital Service & Customer Experience - Change of Service Journey, Executive , Stamford, Connecticut

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