Director, Service Transformation

Company Overview

Spectrum's Product and Technology team creates, develops, and operates the nation's fastest mobile service, most reliable internet service, most viewed live TV app, and the most advanced WiFi, serving nearly 100 million users and 500 million devices. We are transforming the next era of connectivity and entertainment experiences. The diversity of experience available within Spectrum's Product and Technology team is unmatched and there are opportunities to grow your career as a designer, architect, engineer, developer, operator, or data scientist. We are creative, disciplined, hard-working, complex-problem solvers that believe in collaborating to deliver the highest quality customer experience.

BE PART OF THE CONNECTION

The Director of Service Transformation - Operations & Monitoring provides operational leadership for the development, execution and continuous evaluation of Service Transformation related operational processes and financial analysis for the purpose of recommending next best actions, treatments, and tactic-related changes that will ensure achievement of strategic business objectives. They will be responsible for ensuring that business stakeholders and executives understand the business performance of Next Best Action solutions.

WHAT OUR DIRECTOR, SERVICE TRANSFORMATION ENJOYS MOST

• Actively and consistently support all efforts to simplify and enhance the customer experience.

• Execute Digital Transformation & Service Effectiveness post launch operations (monitoring, change management, and support).

• Develop and operationalize processes and controls for use case intake \\ evaluation \\ prioritization, initiative impact assessment, and roadmap ROI imitative management.

• Develop, recommend, execute, and monitor service transformation customer service experience initiatives in order to maximize customer satisfaction and loyalty.

• Assess customer segmentation opportunities in order to provide cross-channel actions and treatments designed to optimize customer experience and minimize customer churn.

• Perform various types of data analysis on Customer Service Experience operational tactics in order to make recommendations for fiscal or subscriber related improvements.

• Define, develop, and maintain the dashboards and reporting used to describe business performance related to all Service Transformation initiatives.

• Define and operationalize overall business simulations across the entire NBA portfolio.

• Works with senior leadership, peers, and business Consultants to develop program direction and changes.

• Partners with senior leadership of the business community to identify and prioritize opportunities to achieve the goals of the enterprise.

• Partners with senior level management with minimal direction. Foster a culture of consistency, accountability, and continuous improvement.

• Assist in the management of capital budget, operating budget, and expense management for assigned area.

• Perform other related duties, as assigned.

WHAT YOU'LL BRING TO SPECTRUM

Required Qualifications

Experience:
Management/leadership experience - 7+ years
Managing service delivery programs and/or Operations - 8+ years
Telecommunications Industry experience preferred - 5+ years
Leading and implementing pre and post deployment assessment and analysis experience

Education, Certification & Licenses:
Bachelor's degree in a related field or an equivalent combination of education, training, and experience
Technical skills:
Demonstrated knowledge in conducting risk assessments and developing plans for eliminating or mitigating the risks identified
Skills:
Knowledge and extensive experience with user acceptance and operational readiness testing practices
Abilities
Ability to read, write, speak and understand English
Ability to build high performance teams
Ability to communicate orally and in writing in a clear and straightforward manner
Ability to prioritize and organize effectively
Ability to define key performance indicators/metrics
Ability to effectively analyze and interpret data
Ability to show judgment and initiative to accomplish job duties
Ability to document, prepare, and deliver data-driven presentations
Ability to communicate with all levels of management and company personnel
Ability to influence internal and external key stakeholders and build consensus
Ability to make decisions and solve problems while working under pressure
Ability to supervise and motivate others
Ability to develop strong working relationships with peers and business partners
Ability to manage multiple projects simultaneously, monitor progress, resource usage and quality
• Travel Ability:

Office Environment
Schedule:
Full time
This position is eligible to work in a hybrid work model (combination of in-office and remote days)

Preferred Qualifications

Education:

o Master's degree

SPECTRUM CONNECTS YOU TO MORE

Innovative Tools & Tech: Work with high-performing software and applications on the forefront of the digital telecommunications industry
Dynamic Growth: The growth of our industry and evolving technology will power your career as you move up or around the company
Supportive Teams: Who you are matters here. And, we aim to foster an inclusive workplace where every person is empowered to bring their best ideas.
Total Rewards: See all the ways we invest in you-at work and in life

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CSU701 2024-34183 2024

Here, employees don't just have jobs, they build careers. That's why we believe in offering a comprehensive pay and benefits package that rewards employees for their contributions to our success, supports all aspects of their well-being, and delivers real value at every stage of life.

A qualified applicant's criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.

Get to Know Us Charter Communications is known in the United States by our Spectrum brands, including: Spectrum Internet®, TV, Mobile and Voice, Spectrum Networks, Spectrum Enterprise and Spectrum Reach. When you join us, you're joining a strong community of more than 100,000 individuals working together to serve more than 32 million customers in 41 states and keep them connected to what matters most. Watch this video to learn more.

Who You Are Matters Here We're committed to growing a workforce that reflects our communities, and providing equal opportunities for employment and advancement. EOE, including disability/vets. Learn about our inclusive culture.