Senior Director, Customer Service Reliability

Do you thrive on driving innovation and transforming customer experiences through strategic leadership? At Spectrum, you’ll lead the Reliability Experience team dedicated to elevating service interruption processes, shaping business rules, and creating seamless journeys for millions of customers. This is your opportunity to influence critical initiatives and deliver solutions that keep our customers connected and satisfied.

Your leadership will set the foundation for measurable impact across Spectrum’s vast service area.

How You’ll Make an Impact

• Lead and streamline customer reliability initiatives, enhancing processes and designing service experiences
• Oversee the customer journey for service interruptions and disasters, defining business rules and requirements for each scenario
• Serve as a strategic partner to senior leadership, aligning priorities and ensuring cross-functional execution of key initiatives
• Prepare executive-level presentations, business cases, and actionable recommendations to support leadership decisions
• Manage the Service Interruption Roadmap, driving alignment and timely decision-making across departments
• Lead and facilitate meetings, forums, and strategic sessions to ensure accountability and progress
• Define and lead KPI requirements with data teams, leveraging customer insights and industry analysis to inform product design decisions
• Partner with internal teams to define product strategies, leveraging data and customer insights for continuous improvement
• Drive development and visualization of customer personas, journey mapping, and the elimination of friction points

What You’ll Bring to Spectrum

Required Qualifications

Education

• Bachelor’s degree in Product Management, Design, Customer Experience, Business, Operations or related field or equivalent work experience

Experience

• 10+ years of customer experience, product strategy, operations, program leadership or related fields
• 10+ years designing or developing customer experiences
• 7+ years managing teams
• Experience supporting executive-level planning, communications and operational execution
• Experience leading cross-functional strategic initiatives in a matrixed environment

Skills and Abilities

• Strategic planning and execution with the ability to organize and prioritize multiple initiatives in a dynamic environment
• Project management within Agile and Waterfall environments
• Strong analytical and data-driven decision-making abilities, including sourcing and applying data
• Written, verbal and executive communication skills, including stakeholder management, facilitation, and presentation
• Business case, budget and vendor management experience
• Understanding software development lifecycle, AI, ML, NLP, LLM and customer journey mapping
• Ability to advise senior leaders and drive operational outcomes with independent judgment and accountability
• Influence stakeholders and build consensus across teams
• Solve complex problems under pressure and navigate ambiguity to drive alignment and results
• Build and lead high-performing teams, including virtual teams, fostering collaboration and performance

Preferred Qualifications

Education

• Master’s degree in Business, Customer Experience or related field

Skills and Experience

• Experience in telecommunications, service operations or customer care environments
• Background as Chief of Staff, strategy, transformation or business operations leader
• Experience preparing materials for executive reviews and steering committees