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Sr Mgr, Digital Service & CX

Company: Spectrum
Location: Stamford
Posted on: September 23, 2022

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 Customer Experience Senior Product Manager for the Enroll & Activate journeys is responsible for creating and driving the adoption of industry-leading experiences covering key customer touch points while enjoying all Spectrum products and services including internet, cable, phone, and mobile. These experiences include digital customer onboarding, mobile app adoption, self-installation and customization of services on all of Charter's customer-facing channels (Website, App, IVR, Chat, Digital Communications, Support Content) in alignment with multiple internal stakeholders.

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.


Lead the Enroll & Activate customer experience across all channels (Portal, Mobile App,IVR, Chat Bot, Customer Communications) via requirements gathering, process design, system changes, testing, analysis and reporting.

Evolve the Enroll & Activate 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.

Contribute to developing and implementing company-wide go-to-market plans , working with all departments to execute.

Manage a team of direct reports and other resources to specific objectives and performance goals

Day to day lead on larger capital and operational projects.

Manage vendor relationships.

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 - 7+
Experience working for companies with technology or software products - 5+
Prior Leadership - 5+

Office environment

CSU660 315247 315247BR

Keywords: Spectrum, Stamford , Sr Mgr, Digital Service & CX, Other , Stamford, Connecticut

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