Advertising, Analysis Skills, Communication Skills, Cross-Functional, Customer Experience, Customer Relations, Customer Satisfaction, Customer/Client Research, Data Analysis, Data Collection, Digital Media, Entrepreneurship, Internet Application, Internet TV, Internet Technology, Leadership, Local News, Multitasking, Operational Improvement, Performance Analysis, Performance Metrics, Presentation/Verbal Skills, Process Improvement, Product Development, Product Marketing, Project/Program Management, SQL (Structured Query Language), Sales Support, Software Development Lifecycle (SDLC), Sports, Structured Data, Technical Leadership, Trend Analysis, Unstructured Data, Writing Skills
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.
As a Manager in Digital Service & CX, you will be responsible for driving the strategy, implementation, and management of the company’s customer feedback programs. This role is responsible for gathering, analyzing, and interpreting direct and indirect customer feedback to identify trends, pain points, and opportunities for improvement across the entire customer journey. The goal is to drive a customer-centric culture by ensuring insights are actionable and used to improve product, service, and brand experiences.
HOW YOU'LL MAKE AN IMPACT
- VoC Program Management: Design and manage the end-to-end VoC strategy, including surveys (NPS), behaviorial data etc. capture structured and unstructured data
- Data Analysis & Insights: Analyze feedback data to identify actionable insights, pain points, and trends; translate these findings into compelling reports and recommendations for senior leadership
- Cross-Functional Collaboration: Partner with Product, Marketing, Sales, and Support teams to align customer insights with business goals and to drive operational improvements
- Customer Advocacy: Act as the champion for the customer perspective within the organization, fostering a customer-centric culture
- Technology Management: Administer and optimize customer feedback platforms (e.g., Qualtrics, Medalia) to maximize data collection and analysis efficiency
- KPI Monitoring: Track and report on key performance indicators related to customer loyalty and satisfaction, linking them to business outcomes
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
Preferred Qualifications
This position is eligible for our Hybrid Work Policy. Eligible employees can work from homeup to one day each week.
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CSU580 2026-70853 2026
Here, our employees don’t just have jobs, they're building careers. That’s why we offer a comprehensive pay and benefits package that rewards employees for their contributions to our success, supporting all aspects of their well-being 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.
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.
Grow Your Career Here We’re committed to growing a workforce that reflects the customers and communities we serve – providing opportunities for employment and advancement to all team members. Spectrum is an Equal Opportunity Employer, including job seekers with disabilities and veterans. Learn about Life at Spectrum.S
SPECTRUM
Charter Communications, Inc. (NASDAQ:CHTR) is a leading broadband connectivity company and cable operator serving more than 31 million customers in 41 states through its Spectrum brand. Over an advanced communications network, the company offers a full range of state-of-the-art residential and business services including Spectrum Internet®, TV, Mobile and Voice.
For small and medium-sized companies, Spectrum Business® delivers the same suite of broadband products and services coupled with special features and applications to enhance productivity, while for larger businesses and government entities, Spectrum Enterprise provides highly customized, fiber-based solutions. Spectrum Reach® delivers tailored advertising and production for the modern media landscape. The company also distributes award-winning news coverage, sports and high-quality original programming to its customers through Spectrum Networks and Spectrum Originals. More information about Charter can be found at corporate.charter.com.
10,000 employees or more
https://jobs.spectrum.com/