This posting has been extended beyond the initial anticipated closing date.
Do you want to lead a team that supports an industry-leading enterprise client experience? You can do that. Ready to drive continuous improvement of the client experience while delivering value to our partner teams in an iterative way? As a Director of Client Experience (CX) at Spectrum Enterprise, you can do that.
Spectrum Enterprise provides modern enterprise technology solutions that meet the unique needs of some of the country's biggest brands. If you're looking to build your most successful career, support client growth and work alongside intelligent, driven professionals, you can do that. We're ready to go all in on your future and create an engaging environment.
BE PART OF THE CONNECTION:

• You lead a team that provides support to our clients and our employees as they interact with self-service tools.
• You form trusting partnerships with teams across Spectrum Enterprise to ensure clear communication, shared objectives and positive outcomes for clients and employees.
• You are the primary point of contact on support escalations and lead your team in continuous improvement and growth, using your operational expertise and experience with best practices to strive for excellence in operational support both in person and digitally within an office environment.

HOW YOU CAN MAKE A DIFFERENCE:

• Direct daily digital support efforts, identify and communicate resource needs and continually evolve support procedures.
• Work across teams to establish and refine processes and systems to deliver value to clients using our self-service tools.
• Facilitate intake, prioritization, green-lighting and ongoing tracking of CX team initiatives.
• Work with all functional teams to identify planned projects that impact the client experience and identify the required CX team support.
• Mature and standardize operational processes, including reporting/measurement and training for your team.
• Collaborate with the Finance team to track the CX team budgets and spending.

What you bring to Spectrum Enterprise
Required qualifications:
Experience: Eight or more years of leadership experience and client experience, marketing or program operations experience.
Education: Bachelor's degree in a related field or equivalent experience.
Technical skills: History of managing large, complex projects that impact the entire organization; Proficient with Microsoft Office.
Skills: Prioritization, organizational, presentation, project management, risk identification and English communication skills.
Abilities: Ability to lead and direct a cross-functional and virtual team with a mixture of direct and dotted-line reports.
Preferred qualifications:

• Telecom support, call center leadership and/or client portal support experience
• Experience leading an operationally focused support team, especially a team that serves in an employee facing capacity.
• Experience establishing and improving key operational metrics in a complex ecosystem.
• Experience managing and coaching team members of varying levels of experience, including managers and supervisors.
• Knowledge of troubleshooting methodologies and best practices; ability to foster a sense of urgency and focus in your own team and in partner teams.
• Jira, Confluence, presentation and data visualization skills
• Ability to communicate complex concepts and situations to a variety of audiences (working teams, partner teams, executives)
• Ability to context switch and reprioritize your work and your team's as circumstances demand.

What you can enjoy every day:
Embracing diversity: A culture of excellence that celebrates diversity, innovative thinking and dedication to exceeding client expectations.
Learning culture: Company support in obtaining technical certifications.
Dynamic growth: Paid training and clearly defined paths to advance within the company.
Total rewards: Comprehensive benefits that encourage a work-life balance.
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MGN720 2024-29679 2024
Here, employees don't just have jobs, they build careers. That's why we believe in offering a comprehensive 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.
This job posting will remain open until 2024-04-08 06:00 AM (UTC) and will be extended if necessary.
The pay for this position has a salary range of
$124,000.00 to $220,000.00. The actual salary offer will carefully consider a wide range of factors, including your skills, qualifications, experience and location. Also, certain positions are eligible for additional forms of compensation such as bonuses.
Get to Know Us Charter Communications is known in the United States by our Spectrum brands, including: Spectrum Internet®, TV, Mobile and Voice, Spectrum Networks, Spectrum Enterprise and Spectrum Reach. When you join us, you're joining a strong community of more than 101,000 individuals working together to serve more than 32 million customers in 41 states and keep them connected to what matters most.
Who You Are Matters Here We're committed to growing a workforce that reflects our communities, and providing equal opportunities for employment and advancement. EOE, including disability/vets.