Senior Director, Customer Service

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

Does striving for the best customer experience motivate you? Do you enjoy working in a fast-paced, collaborative environment? Organized, data-driven, and good communicator? Then working in Customer Service at Spectrum may be a great fit for you.

At Spectrum, we keep millions of customers connected across our 41-state footprint. Our Customer Service team helps deliver the exceptional services and experiences Spectrum is known for.

As a Sr. Director, Customer Service, you’ll be responsible for the direction and oversight of the day-to-day operational performance of Customer Service and support. You’ll lead the execution and the implementation of Customer Service initiatives and activities that support and enhance Spectrum’s objectives and values.

• Participating in the development of best practices in all areas of end-to-end customer service including, but not limited to; customer contact center performance, training, and technology.
• Directing the attainment of key performance indicators including service level, agent utilization, service quality, operating efficiencies, truck roll avoidance, and work order accuracy.
• Providing guidance and support to management teams in the Customer Service function.
• Provide guidance and participate in the hiring process for key Customer Service professionals.
• Coaching, directing and mentoring Customer Service professionals.
• Interfacing with other departments through written and verbal communications to handle customer situations, involving customer complaints and process billing adjustments.

• Experience:
  • Customer service/call center experience: 15 years or more
  • Senior management/leadership experience: 8 years or more
• Education:
  • Bachelor’s degree in business or related field; or equivalent experience
• Skills:
  • Communicate verbally and in writing in a clear and straightforward manner
  • Personal computer and software applications (i.e. word processing, spreadsheet, cable billing system, etc.)
• Abilities:
  • Prioritize and organize effectively
  • Hire, evaluate, coach and counsel direct reports regularly in the performance of their duties
• Knowledge of:
  • All functions and related tasks in the area of customer relations
  • Cable television products and services
  • General accounting and billing procedures
• Travel:
  As Required

• Education:
  • Masters in Business Administration (MBA)

CCS 2026

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.

The base pay for this position generally is between $ and $. The actual compensation offered will carefully consider a wide range of factors, including your skills, qualifications, experience, and location. We comply with local wage minimums and also, certain positions are eligible for additional forms of other incentive-based compensation such as bonuses.

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.

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.