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VP, Customer Websites
Spectrum
Greenwood Village, CO, United States
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JOB SUMMARY
Responsible and accountable for Charter’s customer website platforms and customer website product team members. Customer websites includes those that service residential customers and small-to-medium sized businesses.
The product team is responsible for defining the product requirements, developing the user stories and working cross-functionally with other groups that define the architecture, user experience and execute software development.
Work collaboratively with other internal stakeholders to develop and deliver the website roadmaps that are aligned to Charter’s customer website strategy, which is to deliver the best online self-help experience; encourage customer engagement with the core internet, voice and video products; and allow customers to easily adjust feature and functionality settings and permissions.
MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the customer experience
Work collaboratively with the internal customer experience group and customer support group to define the platform roadmap, develop solutions that are mutually agreeable, and deliver an exceptional customer experience.
Responsible for the planning and execution of the website consolidation strategy designed to consolidate the customer experience on one residential and one business website post Charter’s merger with other companies.
Work closely with development teams, internal user experience and user interface team, customer support organizations, network operations, and other product teams.
Leads the Customer Website team.
Leads all planning, strategy and execution efforts in the area of residential customer and small-to-medium sized business websites.
Understands deeply industry best practices in product development process specific to website or online space and customer self-help practices that will create sustained differentiated advantages for Charter.
Works collaboratively with internal stakeholders to develop a product and feature roadmap for the customer website platforms.
Leads the overall website platforms program to deliver high quality releases every three weeks or more frequently as best practices evolve.
Develops effective partnerships and collaborates in a matrix organization with User Experience Design & Development, Software Development, Information Technology, Engineering, Customer Operations and Support, Marketing and other functional groups.
Leads life-cycle management of the websites to eliminate production defects, identify areas for experience improvement and report on the effectiveness of recent feature enhancements.
Develops reporting metrics, performance benchmarks and dashboards and motivates the organization to deliver a measurably superior customer experience.
Leads the planning and execution of the website consolidation strategy designed to move from multiple post-merger, customer-facing websites to a single residential customer website and a single small-to-medium sized business website.
Develops and maintains communication plan for stakeholders and process participants.
Leads a team responsible for all aspects of the customer portal and champions a team of the appropriate size to realize the strategic vision.
Develops and lead monthly platform reviews with the senior executive team and cross-functional peers.
Oversees development milestones, project timeline, budget and go to market activities.
REQUIRED QUALIFICATIONS
Ability to read, write, speak and understand English
Ability to manage and foster change
Ability to lead large, cross-functional teams in order to achieve business goals and results
Ability to build, motivate and lead a team of direct reports
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 with all levels of management and company personnel
Ability to communicate orally and in writing in a clear and straightforward manner
Ability to use personal computer and software applications (i.e. word processing, spreadsheet, etc.)
Proficiency with Word, Excel, PowerPoint
Strong organizational and office management skills
Strong background in consumer portals and product management
Excellent cognitive and communication skills
Excellent analytical skills
Strong business sense and sense of urgency to achieve business results
Aptitude and eagerness to learn from a new environment and make an impact quickly
Education
Bachelor's degree in science or technology field
Masters preferred
Technical degree or experience related to the online or website field preferred
Related Work ExperienceNumber of Years
Customer or Business Website Product Management 12+
Related industry experience (Websites, Online Services and Self_Help) 12+
Management Experience 10+
User interface design and user experience creation
Product Management and/or Product Development experience required,
preferably in Online, Website or Software Services.
WORKING CONDITIONS
Office environment
Limited Travel