Manager, Customer Communications Insights

Manager, Customer Communications Insights

This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.

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 our millions of 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.

As a Manager in Digital Service & Customer Experience, you will lead the reporting and insights function for Spectrum’s service communications (email, SMS, and automated calls). Enable data‑driven decision‑making and in‑time health monitoring across lifecycle messages and service notifications by partnering with CX, Marketing and Product stakeholders to define channel and feature‑specific metrics. Drive the roadmap and delivery of automated reporting and dashboards that surface campaign performance and customer experience outcomes.

• Actively and consistently support efforts to simplify and enhance the customer experience through clear, timely, and effective customer communications.
• Defining and maintaining communications performance metrics (e.g., delivery, engagement, conversion, containment) and the associated data visualizations and ETL requirements needed to measure them.
• Building and overseeing automated, customer‑readable reporting and executive dashboards using tools such as Tableau and Excel; ensure accuracy, data freshness, and usability for business decision‑makers.
• Partnering with IT and Business Intelligence teams to ingest new data sources (e.g., messaging platforms, contact center/IVR, product telemetry) required for communications reporting.
• Collaborating with the Customer Experience Design organization to ensure reporting and dashboards are intuitive, elegant, and industry‑leading, enabling non‑technical partners to act quickly on insights.
• Working with technical and leadership teams to plan, prioritize, and deliver initiatives on time; apply appropriate software development life cycle practices for all reporting and data products.

If you are able to motivate and guide a team of analysts, clearly communicate project needs, and develop effective partnerships across corporate functions, this may be the role for you.

WHAT YOU’LL BRING TO SPECTRUM

• 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
  • Advanced SQL proficiency
  • Expertise in Tableau (desktop and server) and reporting design principles
• Abilities:
  • Understanding of the digital media environment
  • Extensive knowledge of emerging digital trends and technologies
  • Communicate complex technical concepts to all levels to inform decisions
  • Strong ability to analyze, interpret, and present data
  • Deep understanding of Agile methodologies and advanced analytics processes
  • Proven ability to manage multiple initiatives, balance competing priorities, and deliver high‑quality software/data products within diverse technology stacks
  • Strong business acumen, urgency for results, and ability to supervise and motivate others
• Hybrid
  
  Schedule:
  
  Four in‑office days weekly

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

Spectrum is an Equal Opportunity Employer, including job seekers with disabilities and veterans. Learn about Life at Spectrum.

Mid‑Senior level

Full‑time

Marketing and Sales

Telecommunications