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.

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
  • 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

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