Director of Customer Communications Operations

Charter Spectrum•Charlotte, NC

53d•Hybrid

About The Position

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. 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.

Requirements

Designing or developing customer experience: 8 years or more
Project management: 5 years or more
Management: 5 years or more
Bachelor's degree (BA/BS) in Product Management Design, Computer Science, Human Factors, or equivalent work experience
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
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

Responsibilities

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.

Benefits

Here, our employees don't just have jobs, they're building careers. That's why we offer a comprehensive pay and benefits package that rewards employees for their contributions to our success, supporting all aspects of their well-being at every stage of life.

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