Sr Dir, Digital Service & CX
New technology enthusiast. Customer advocate who is passionate about creating great end-user experiences. Tech-savvy, collaborative, and innovative. Did we just describe you? If so, consider joining the Conversational Channels team at Spectrum.
At Spectrum, we keep more than 32 million customers connected across our 41-state footprint. Our Conversational Channels team creates self-service tools to automate the customer service experience. Our engineers utilize interactive voice response (IVR) and Chatbot to give customers the help they need without human intervention. Our CX and customer service innovation helps deliver the exceptional services and experiences Spectrum is known for.
BE PART OF THE CONNECTION
As a Senior Director of Digital Service & CX on the Conversational Channels team, you’ll be responsible for defining and delivering an industry-leading customer experience across multiple digital customer service channels, with a focus on the IVR, Chat/IVA and 2-way rich communication services (RCS) messaging.
WHAT OUR DIRECTORS OF DIGITAL SERVICES AND CX ENJOY MOST
- Actively and consistently lead all efforts to simplify and enhance the customer experience using conversational design principles and AI/ML/NLP/LLM based technologies at scale.
- Deliver the end-to-end customer experience for multiple digital service channels using omni-channel strategies.
- Utilizing data from customer insights, KPIs and industry analysis to make data-based product design decisions
- Creating and visualizing customer personae and mapping client journeys throughout the lifecycle, assessing the current state experience, capturing touchpoints, and highlighting areas of friction
- Partnering with Product, Call Center, Field Operations, Engineering, and other business units to define product strategies and business requirements
- Driving conversational customer experiences across multiple channels by advising on design/redesign of customer journeys & processes.
- Working with the UI/UX and technology teams to create prototypes, conduct experiments and usability testing, to identify and eliminate customer pain points
- Acting as IVR and Chat/IVA product owner to establish business KPIs and an automated mechanism for KPI tracking
- Responsible for driving new business cases with measurable ROIs and long-term business outcomes; Corresponding budget (Capital and Operating) and schedule ownership.
If you possess the unique blend of strategic thinking, creativity, technical proficiency, and operational excellence, this may be the role for you.
WHAT YOU’LL BRING TO SPECTRUM
Required Qualifications
- Experience: Designing or developing customer experience: 10 years or more; team management experience: 7 years or more
- Education: BA/BS in Product Management Design, Computer Science, Human Factors, or equivalent work experience
- Skills: Project management skills within Agile & Waterfall methodologies; understanding software development lifecycle and processes; understanding AI/ML/NLP/LLM technologies and cloud-based IVR/IVA implementations; Budget management.
- Abilities: Effective communication, leadership, and presentation skills; effective facilitation, brainstorming, and collaboration skills; extensive knowledge of emerging digital trends and technologies; provide leadership and direction to cross-functional and virtual teams; critical and independent thinker who takes direct ownership; make decisions and solve problems while working under pressure; influence key internal and external stakeholders and build consensus; build and lead high performing team; vendor management;
- Working environment: In-office
Preferred Qualifications
- Master’s Degree Preferred
SPECTRUM CONNECTS YOU TO MORE
- Dynamic Growth: The growth of our industry and evolving technology powers our employees’ careers as they move up or around the company
- Learning Culture: We invest in your learning, and provide paid training and coaching to help you succeed
- Supportive Teams: Be part of a strong community that gives you opportunities to network and grow, and wants to see you succeed
- Total Rewards: See all the ways we invest in you—at work and in life
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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 Business and Spectrum Reach. When you join us, you’re joining a strong community of 95,000 employees working together to serve nearly 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.
