What are the responsibilities and job description for the Senior Director, Product Management, Customer Communications position at Charter Communications?
BE PART OF THE CONNECTION
As the Senior Director of Spectrum's Customer Communications team, you will lead a team of product managers focused on developing and scaling Spectrum's customer lifecycle journey communications. The role is pivotal in driving the strategic roadmap execution and optimizing product performance to ensure customers get the right message at the right time.
Your focus will be overseeing the development, and optimization of Spectrum's customer-facing communications and drive innovation within our communications platform to ensure a best-in-class experience across multiple channels, including email, RCS/SMS, push notifications and more. This leader will foster a culture of customer-centric thinking, collaborating closely with Product, Marketing, IT, and other areas of Customer Operations, to deliver seamless and valuable customer experiences.
A deep understanding of customer needs, market trends, and data analytics will be crucial to inform product strategy and drive continuous improvement in our communication effectiveness and operational efficiency.
WHAT YOU CAN EXPECT TO DO IN THIS ROLE
- Develop & execute a long-term customer communications strategy that is focused on the Spectrum's commitment across our residential and business customers.
- Implement new technologies such as RCS Business Messaging, to provide communication experiences for our customers that meets them where they are.
- Support multiple communication channels including email, text messages, push notifications, online and rich business messaging (RBM).
- Leverage market research, business metrics, and product data to make data-driven decisions. Use data to prioritize features, create data-backed roadmaps, justify decisions, and identify areas for optimization.
- Partner with key business functions including Product, Marketing, Operations, and IT teams to develop effective communications.
- Lead a high-performing team fostering a culture of innovation & creativity through encouraging team members to collaborate and share ideas that enhances our customer communications.
In this role you will build, manage, and mentor a team of approximately 12-15 talented communications, and product professionals. You will provide leadership and direction to cross-functional teams, and influence internal and external key stakeholders to build consensus.
WHAT YOU'LL BRING TO SPECTRUM
Required Qualifications
- Experience: Designing or developing customer experience: 10 years or more; team management: 7 years or more
- Education: Bachelor's degree (BA/BS) in Journalism, Marketing, Business, Communications, Product Management or other related degree
- Skills: Crisis communication: Project management skills; effective communication, leadership, and presentation skills; facilitation, brainstorming, and collaboration skills; highly skilled in mass communications
- Abilities: Analyze and present the data to "tell the story"; extensive knowledge of emerging digital trends and technologies; make decisions and solve problems while working under pressure
- Working conditions: Office environment
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Get to Know Us Charter Communications provides superior communication and entertainment products for residential and business customers through the Spectrum brand. Our offerings include Spectrum Internet, TV, Mobile and Voice. Beyond our connectivity solutions, we also provide local news, programming and regional sports via Spectrum Networks and multiscreen advertising solutions via Spectrum Reach. When you join our team, you'll be keeping our customers connected to what matters most in 41 states across the U.S. Watch this video to learn more.
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