Community Solutions Customer Experience Manager

JOB SUMMARY

Responsible for understanding the overall user experience strategy and crafting business cases in order to align Spectrum Community Solutions (SCS) and the greater Charter enterprise. This role will focus on defining cross-functional requirements and developing Spectrum Community Solution's customer experiences to meet evolving bulk customer needs and business opportunities. In collaboration with Marketing, Operations, IT, and Engineering, the Customer Experience Manager will execute approved plans to deliver industry leading customer experiences.

MAJOR DUTIES AND RESPONSIBILITIES

• Actively and consistently support all efforts to implement Community Solutions customer experience strategies that simplify and enhance their experiences with SCS tools and products.
• Operate as subject matter expert (SME) for the SCS user group. Knowledge of how to be the voice of the customer, waterfall and agile methodologies, and the community (Bulk) industries best practices in the project development process specific to entertainment and account setup/management user experiences.
• Strategize and assist on the prioritized bulk Tenant customer experience & feature roadmap.
• Gather information through data and current user experiences and translate high-level process goals into specific sub-processes with appropriate documentation; develop communication plans for stakeholders and cross-functional teams (e.g., process flows, user flows, use cases)
• Support the development and communication of customer improvement strategies dependent on new services/features to drive financial results.
• Partner cross-functionally with IT Engineering, Architecture, Product, Experience Management peers, marketing stakeholders and key market areas on implementing strategy.
• Identify deliverables needed from L&D & Marketing to support customer experience projects and drive delivery and execution of those deliverables (e.g., milestone or high level project plan managed through cross-functional meetings to drive project timelines and delivery of the final project).
• Lead project launches and customer experience enhancements across the SCS portfolio, including working cross-functionally with Engineering, Marketing and Operations divisions within Charter and partnering with Product and Business Integration to develop, test, and launch new customer capabilities and features.
• Manage effective communication with all stakeholders.

REQUIRED QUALIFICATIONS

Required Skills/Abilities and Knowledge

• Ability to read, write, speak and understand English
• Ability and eagerness to learn from a new environment and make an impact quickly
• Ability to manage and foster change
• Ability to work with large, cross-functional teams in order to achieve business goals and results
• Ability to listen to multiple points of view and synthesize against goals for recommendations Ability to handle multiple projects and tasks
• Proficient with Word, Excel, PowerPoint
• Proven organizational and office management skills
• Demonstrated analytical skills

Required Education

BA/BS technical degree related to the telecommunications field or operational/process optimization

Required Related Work Experience and Number of Years

• Customer experience or product development/management 2-4
• Cable/telecommunications/software/online services 2-4

PREFERRED QUALIFICATIONS

Preferred Related Work Experience and Number of Years

• Software development
• Office / home networking
• Multi-family industry experience

WORKING CONDITIONS

• Office environment
• Limited travel