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Responsible for managing the front-end reporting side of Charter’s industry-leading customer experience metrics platform. Oversees a highly functional team of data scientists and reporting specialists. This role will enable data-driven decision making and in-time health monitoring of Charter’s customer-facing products by working with Product leadership to define key product and feature-specific metrics. Supports product teams by enabling the design and end-to-end delivery of automated reporting and dashboards for a variety of Product-focused business solutions.
MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the customer experience
Responsible for the definition and delivery of Product usage reporting including: metrics definition, data visualizations, and ETL requirements.
Oversee the creation of automated, customer-readable reports using tools such as Tableau and Excel.
Partner with Information Technology and Business Intelligence organizations to obtain and ingest new reference data sources required for Product usage reports.
Partner with the User Experience & Design organization to ensure reports and dashboards are usable, elegant and industry leading.
Work with the technical and leadership team to ensure that all individual projects are appropriately supported and fully completed on time.
Ensure proper software development life cycle is leveraged for all projects.
Motivate resources through communication and awareness of project needs and business impacts.
Develop effective partnerships with corporate functional groups (Software Engineering, Operations, Care, IT, Product, etc.).
Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Ability to balance conflicting resource demands and internal pressures with focus towards our business priorities
Ability to make decisions and solve problems while working under pressure
Ability to develop, communicate and implement strategies and tactics
Ability to manage and deliver against several initiatives simultaneously
Ability to supervise and motivate others
Ability to prioritize and organize effectively
Ability to communicate complex technical concepts to all levels of an organization to aid in decision-making
Experience leading teams of data analysts and data scientists
Strong ability to analyze, interpret and present data
Strong skills with SQL
Solid understanding of design and implementation practices in Tableau desktop and server
Solid knowledge and understanding of Agile Development Methodologies
Strong understanding of advanced analytics processes and reporting design principles
Strong business acumen and sense of urgency to achieve business results
Proven track record of managing complex and diverse projects
Proven track record in managing development within a variety of technology stacks
Proven track record of delivering high quality software
Good working knowledge of development strategies, project management and business and technical consultancy
Ability to adapt, learn and continue to expand in Cable and IP product and system knowledge
Previous success in management of peer groups to achieve team objectives
Strong problem identification and resolution techniques
Strong presentation tool skills including MS Excel and PowerPoint
Strong communication skills, verbal and written, for internal and external customers a must
Bachelor's degree in Computer Science, Engineering or related field;
Relevant Master’s degree preferred, but not required
Related Work Experience
5 years of experience in a customer facing products/services environment
5 years of experience working within a data platform/data analysis environment
5 years of managing complex projects
Knowledge of telecommunications preferred
Some travel required
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