Manager, Customer Communications Insights

Charter Spectrum•Charlotte, NC

51d•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 of 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 As a Manager in Digital Service & Customer Experience, you will lead the reporting and insights function for Spectrum's service communications (email, SMS, and automated calls). Enable data-driven decision-making and in-time health monitoring across lifecycle messages and service notifications by partnering with CX, Marketing and Product stakeholders to define channel and feature-specific metrics. Drive the roadmap and delivery of automated reporting and dashboards that surface campaign performance and customer experience outcomes. If you are able to motivate and guide a team of analysts, clearly communicate project needs, and develop effective partnerships across corporate functions, this may be the role for you.

Requirements

Digital self-service/product development or equivalent customer experience design and implementation: 5 years or more
Working for companies with technology or software products: 1 year or more
Prior leadership experience: 3 years or more
Bachelor's degree (BA/BS) or equivalent experience
In-depth understanding of software, web, and application technologies
In-depth knowledge of software development lifecycle and processes
Project management
Advanced SQL proficiency
Expertise in Tableau (desktop and server) and reporting design principles
Understanding of the digital media environment
Extensive knowledge of emerging digital trends and technologies
Communicate complex technical concepts to all levels to inform decisions
Strong ability to analyze, interpret, and present data
Deep understanding of Agile methodologies and advanced analytics processes
Proven ability to manage multiple initiatives, balance competing priorities, and deliver high-quality software/data products within diverse technology stacks
Strong business acumen, urgency for results, and ability to supervise and motivate others

Responsibilities

Actively and consistently support efforts to simplify and enhance the customer experience through clear, timely, and effective customer communications.
Defining and maintaining communications performance metrics (e.g., delivery, engagement, conversion, containment) and the associated data visualizations and ETL requirements needed to measure them.
Building and overseeing automated, customer-readable reporting and executive dashboards using tools such as Tableau and Excel; ensure accuracy, data freshness, and usability for business decision-makers.
Partnering with IT and Business Intelligence teams to ingest new data sources (e.g., messaging platforms, contact center/IVR, product telemetry) required for communications reporting.
Collaborating with the Customer Experience Design organization to ensure reporting and dashboards are intuitive, elegant, and industry-leading, enabling non-technical partners to act quickly on insights.
Working with technical and leadership teams to plan, prioritize, and deliver initiatives on time; apply appropriate software development life cycle practices for all reporting and data products.

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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