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Charter Communications is America’s fastest growing TV, internet and voice company. We’re committed to integrating the highest quality service with superior entertainment and communications products. Charter is at the intersection of technology and entertainment, facilitating essential communications that connect 24 million residential and business customers in 41 states. Our commitment to serving customers and exceeding their expectations is the bedrock of Charter’s business strategy and it’s the philosophy that guides our 90,000 employees.
Embrace the Company Mobile Simplicity and Leadership Principles to actively and consistently support all efforts to scale the business by focusing on simplicity and speed. Responsible for analyzing new product enhancement requests and approved roadmap items to assure that they are customer-centric. Provide a complete analysis of the customer and employee impacts of developing and implementing a new product enhancement or defect fix. Drive the mobile customer experience by shaping and promoting a multi-channel approach. Meet evolving customer needs and business opportunities to deliver an industry leading customer experience. Act as liaison between the Mobile Operations & Customer Experience Team and cross-functional teams involved or impacted. Join a fast growth and highly visible team focused on building and optimizing.
MAJOR DUTIES AND RESPONSIBILITIES
Embrace the Company Mobile leadership principles to actively and consistently support all efforts to simplify and enhance the mobile customer experience.
Deep understanding of mobile telecommunications industry best practices and translate appropriate steps for unique solutions and market position.
Actively and consistently support all efforts to simplify and enhance the customer experience.
Evaluate business rules, policies, and processes to identify opportunities for product improvement and improved customer experience across the LBGUPS framework touchpoints (Learn, Buy, Get, Use, Pay, and Support)
Model and forecast operational trends based on historical data sets and planned product changes or feature launches to drive down the return, churn, and contact rates
Map the customer journeys end-to-end across all the sales channels and touchpoints from both a customer and systems perspective.
Measure customer satisfaction across the customer lifecycle and create feedback loop for continous improvement.
Drive the adoption/expansion of solutions while delivering best-in-class customer experience.
Partner closely with business planning, operations, technology, product, and strategy teams to implement tools and technologies that will support the ability to clearly understand and predict the factors that influence perception, satisfaction, and behavior.
Develop customer experience requirements through mobile experiences and latent demand anticipation through research, technology advancements, and real-time voice of the customer feedback.
Lead cross-functional projects and generate documentation related to process improvement, lifecycle management, or product development.
Clear and consistent communication with sponsors and stakeholders including program analysis, documentation, and presentations.
Skills /Abilities and Knowledge
Project and Program Management Experience Required in Mobile Telecommunications
Aptitude and eagerness to learn from a new environment and make an impact quickly
Ability to manage and foster change
Ability to lead large, cross-functional teams in order to achieve business goals and results
Ability to listen to multiple points of view and synthesize against goals for recommendations
Ability to plan, prioritize and organize effectively and independently
Ability to handle multiple projects and tasks
Ability to make decisions and solve problems while working under pressure
Ability to show judgment and initiative and to accomplish job duties
Ability to analyze and interpret data and synthesize recommendations
Ability to communicate orally and in writing in a clear and straightforward manner
Ability to communicate with all levels of management and company personnel
Proficiency with Word, Excel, and PowerPoint
Good organizational and office management skills
Excellent cognitive and communication skills
Excellent analytical skills
Strong business sense and sense of urgency to achieve business results
Undergraduate degree required
Master's degree preferred, but not required
Related Work Experience / Number of Years
Project and Program Management 3-5
Related industry experience (Consumer Telecommuncations)
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