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Sr Director, Ops & Cust Experience
Spectrum
Stamford, CT, United States
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JOB SUMMARY
Spectrum Mobile is built on America’s largest, most reliable 4G-LTE network and is combined with a nationwide network of Spectrum WiFi hotspots. With Spectrum Internet and Spectrum Mobile, customers can enjoy the best possible broadband experience. It is a smarter network, designed for the way mobile devices are used today, and the way they will be used tomorrow.
Sr Director is responsible for driving the Mobile customer experience by shaping and promoting a multi-channel approach to the way customers experience Spectrum mobile and all touch points in our bundled offerings. Oversee the mobile operations KPIs and redefine over time based on needs of the business. Define mobile health reporting and triage and identify break/fix opportunities throughout all customer touchpoints to maximize operational efficiency. Managing a team that is comprised of mobile business/operation analysts and program managers, the Sr Director will drive the mobile customer experience.
MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the customer experience
Lead team and collaborate with all functions that have responsibility with mobile operations and customer touch points.
Develop mobile health scorecard and recommend changes that need to be made across the mobile ecosystem at Charter.
Develop customer experience requirements through mobile experiences and latent demand anticipation through research, technology advancements, and real-time voice of the customer feedback.
Analyze and interpret inputs into requirements that are prioritized into current generation and/or next generation roadmaps.
Review and evaluate operational, financial performance, and trends to determine recommended changes.
Control expenditures to achieve the stated long and short-term strategic objectives.
Interact with and provide guidance to internal groups/functional areas and outside vendors to develop and allocate resources to ensure initiatives are successfully implemented.
Review and evaluate department’s financial statements, projections, forecasts, and financial performance.
Manage project plans, goals and activities.
Partner closely with business planning, market analysis and strategy teams to implement tools and technologies that will support the ability to clearly understand and predict the factors that influence client perception, satisfaction, and behavior.
Continuous evaluation of policies and processes to ensure they are customer-centric.
Partner with cross-functional stakeholders to drive projects that positively impact how we engage with customers.
Drive the adoption/expansion of solutions while delivering best in class customer experience.
Create and lead the execution of customer journey mapping that will provide a roadmap to annual customer experience plans for all brands.
REQUIRED QUALIFICATIONS
Skills/Abilities and Knowledge
Ability to read, write, speak and understand English language
Ability to communicate orally and in writing in a clear and straight forward manner
Ability to communicate effectively with executive management and company personnel
Ability to think strategically and anticipate future trends, needs and expectations
Ability to analyze and interpret data and to make recommendations based upon analysis and expertise
Ability to develop and deliver formal presentations to all levels of management on issues or findings
Ability to listen to and interpret the needs of the customers
Ability to manage multiple projects and tasks
Ability to manage and foster change
Ability to prioritize and organize effectively
Ability to manage and motivate others
Ability to work independently and to make recommendations and decisions without direction
Ability to work well with people from all levels of organization, different disciplines, and varying degrees of technical and business experience
Strong relationship-management skills, with a superior ability to lead, engage and build consensus through collaboration and influence, and foster teamwork and collaboration
Ability to make decisions and solve problems while working under pressure
Strong knowledge of personal computer and software applications
Knowledge of industry rules and regulations
Knowledge of Mobile products and services
Education
Bachelor's Degree or equivalent work experience; Master's preferred
Related Work Experience Number of Years
Data analysis, customer research
and/or business intelligence experience in the mobile industry 10+
Customer insights experience, including supplier or agency-side experience 10+
Leadership experience 7+
WORKING CONDITIONS
Office environment
Travel required