Senior Director, Customer Service Reliability

Do you get excited by new innovations in technology? Are you someone who enjoys leveraging data to create a better experience for customers and employees? Analytical, strategic, and tech-savvy? Then working within our Triage Team at Spectrum may be a great fit for you.

At Spectrum, we keep our millions of customers connected across a 41-state footprint. Our Reliability Experience team looks for service interruption process improvements and owns the customer journey for service interruptions, long-duration disaster and business rules for each experience. This team is also responsible for management of the inter- department Service Interruption Roadmap. This team helps deliver the exceptional services and experiences Spectrum is known for.

BE PART OF THE CONNECTION

As a Sr. Director, Reliability Experience, you'll lead a team to redefine the internet reliability experience for customers who experience service interruptions.

HOW YOU'LL MAKE AN IMPACT

• Actively and consistently lead all efforts to simplify and enhance the customer reliability experience through process improvements
• Own the customer journey for service interruptions, long-duration disaster and business rules for each experience
• Define business rules and requirements for AOM development team
• Management of inter-department Service Interruption Roadmap
• Define and lead KPI requirements and creation with data teams
• Utilizing data from customer insights, KPIs and industry analysis to make data-based product design decisions
• Creating and visualizing customer personae and mapping client journeys throughout the lifecycle, assessing the current state experience, capturing touchpoints, and highlighting areas of friction for customers with service interruptions
• Partnering with Product, Call Center, Field Operations, Engineering, and other business units to define product strategies and business requirements
• Driving conversational customer experiences across multiple channels by advising on design/redesign of customer journeys & processes.
• Working with the UI/UX and technology teams to create prototypes, conduct experiments and usability testing, to identify and eliminate customer pain points
• Responsible for driving new business cases with measurable ROIs and long-term business outcomes; Corresponding budget (Capital and Operating) and schedule ownership.

If you possess the unique blend of strategic thinking, creativity, technical proficiency, and operational excellence, this may be the role for you.

WHAT YOU'LL BRING TO SPECTRUM

Required Qualifications

• Experience:
  • Designing or developing customer experience: 10 years or more
  • Team management experience: 7 years or more
• Education:
  • BA/BS in Product Management Design, Customer Experience, or equivalent work experience
• Skills:
  • Project management skills within Agile & Waterfall methodologies
  • Understanding software development lifecycle and processes
  • Understanding AI/ML/NLP/LLM technologies; Customer Experience and journey mapping
  • Effective communication, leadership, and presentation skills
  • Budget and vendor management
  • Effective facilitation, brainstorming, and collaboration
  • Extensive knowledge of emerging customer experience trends and technologies
• Abilities:
  • Effective communication, leadership, and presentation skills
  • Make decisions by sourcing and using data
  • Provide leadership and direction to cross-functional and virtual teams
  • Critical and independent thinker who takes direct ownership
  • Make decisions and solve problems while working under pressure
  • Influence key internal and external stakeholders and build consensus
  • Build and lead high performing team

Preferred Qualifications

• Education:
  • Master's Degree