Manager, Digital Service & CX

Innovator. Entrepreneur. Able to see the big picture while working on the small details, manage multiple projects, and act as a subject matter expert. Did we just describe you? If so, consider joining the Digital Service & Customer Experience team at Spectrum.

At Spectrum, we keep more our customers connected across a 41-state footprint. Our Digital Service & CX team is at the front line of customer interaction. We define the holistic service experience across all touch points, especially digital self-service. Our dedication to a superior customer experience helps ensure we deliver the exceptional products and services Spectrum is known for.

BE PART OF THE CONNECTION

As a Manager in Digital Service & CX, you will be responsible for driving the development, adoption, and customer experience of digital customer self-service and communication channels Spectrum customers find convenient and useful.

HOW YOU'LL MAKE AN IMPACT

• Guiding digital channel and communications development initiatives utilizing research, business case development, scoping, and all phases of the product development lifecycle
• Defining digital channel and communications specifications, establishing milestones, and managing quality assurance activities for a cross-functional team
• Partnering with the design team to create customer journey maps, wireframes/prototypes, messaging, and designs that articulate the product vision
• Researching, creating requirements docs, troubleshooting, diagnosing, and recommending solutions to complex business and technical problems
• Optimizing mobile application experience based on key learnings, usability testing, and customer feedback
• Identifying the latest technologies and innovations that can make our customer experiences even better

If you are an independent thinker, able to manage multiple projects while coordinating efforts across a variety of functional areas, have a passion for creating seamless customer experiences, and use an analytical approach to presenting recommendations and making decisions, this may be the role for you.

WHAT YOU'LL BRING TO SPECTRUM

Required Qualifications

• Experience:
  • Digital self-service/product development or equivalent customer experience design and implementation: 5 years or more
  • Working for companies with technology or software products: 1 year or more
  • Prior leadership experience: 3 years or more
• Education:
  • Bachelor's degree (BA/BS) or equivalent experience
• Skills:
  • In-depth understanding of software, web, and application technologies
  • In-depth knowledge of software development lifecycle and processes
  • Project management
  • Effective written and verbal communication skills
• Abilities:
  • Understanding of the digital media environment
  • Extensive knowledge of emerging digital trends and technologies

This position is eligible for our Hybrid Policy. Eligible employees can work from home up to one day each week.