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Senior Director, Interactive Care (Delivery)
Spectrum
Stamford, CT, United States
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JOB SUMMARY
Responsible for overall Customer Service Transformation (CST) Program Management and initiative delivery. Manages a team of program managers, project managers, and business analysts and partners with IT, Software Engineering, Product, and other operational groups to bring CST initiatives to market. The ideal candidate has extensive program management experience leading both agile and waterfall development, experience delivering digital customer support initiatives, and is an advocate for Customer Experience.
MAJOR DUTIES AND RESPONSIBILITIES
Responsible for Overall CST Program Management and initiative delivery
Lead Project Management, Business Analysis, UAT Testing
Lead prototypes, usability tests, defining detailed requirements/user stories and functional requirements documents
Leverage operational metrics, market analysis, competitive analysis, and apply thought leadership to define the roadmap for both Residential and Commercial digital support channels
Responsible for capital budget management, including obtaining LOEs, reforecast, etc.
Lead the cross-functional development of new capabilities and technologies required to deliver the desired customer experience.
Accountable for the successful implementation of all initiatives for the digital support channels; provide leadership and apply fundamental project management techniques
Present to Senior Executives, both written (email, PowerPoint) and oral
Manage hosted vendors including contract negotiations
Oversee, contribute to and approve requirements, user stories, test plans
Review test plan results and recommend “Go / No-Go” for launch
Define success metrics for regular reporting and oversee ad hoc analysis
Design processes to solicit customer feedback and insights that allows for continuous improvement
Leverage analysis to develop tactics to drive the adoption of the CST initiatives
Accountable for the customer experience with CST initiatives
Works extensively and builds effective relationships within Customer Operations, IT, Software Engineering, Product, and Network Operations teams
Manage a 10-20 person team
REQUIRED QUALIFICATIONS
Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Extensive knowledge of emerging digital and trends to help create best practices and provide visionary thinking to solve emerging digital support challenges
Ability to manage multiple projects while coordinating efforts across a variety of functional areas
Passion for the quickly-evolving digital environment with a demonstrated understanding of the web, mobile, and digital communications landscape
Exceptional written communications skills
Exceptional verbal communications skills
Technically savvy
Project management skills
Independent thinker
Passionate about customer experience
Strong vendor management skills
Personally engaged in digital and social media
Education
BA/BS required or equivalent experience; Master’s preferred
Related Work Experience Number of Years
Experience in developing customer care strategies within digital channels 10+
Experience in leading the development of customer-facing technologies
within customer self-service channels (voice, web, mobile app, or social) 7+
WORKING CONDITIONS
Office environment
EOE Race/Sex/Vet/Disability
Charter is an equal opportunity employer that complies with the laws and regulations set forth in the following EEO Is the Law poster: http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf
Charter is committed to diversity, and values the ways in which we are different.