Mgr, Spectrum Customer Commitment

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 than 32 million customers connected across our 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.

BE PART OF THE CONNECTION

We are seeking a dynamic and detail-oriented Customer Commitment Manager to lead and manage our Customer Commitment Program. This role is responsible for ensuring the successful execution of initiatives that align with our commitment to delivering exceptional customer experiences. You will oversee program planning, implementation, and evaluation while fostering collaboration across teams to drive customer-focused improvements.

WHAT OUR DIGITAL SERVICE & CX MANAGERS ENJOY MOST

• Lead the Customer Commitment Program, ensuring projects and initiatives are delivered on time, within scope, and aligned with business goals.
• Partner with cross-functional teams, including operations, product, marketing, and customer service, to align on program objectives and track progress.
• Leverage customer insights and feedback to identify opportunities for improvement and prioritize initiatives that deliver the most value to customers.
• Develop and monitor KPIs to measure the program's impact, regularly reporting on progress and success to leadership.
• Drive awareness and engagement around the program, both internally and externally, through clear communication and advocacy.
• Identify areas for program refinement and implement solutions to enhance efficiency and effectiveness.

Be a key driver of our commitment to customers and help shape a program that delivers real value. If you are passionate about enhancing customer experiences, skilled in program management, and thrive in turning insights into action, this is the role for you.

WHAT YOU'LL BRING TO SPECTRUM

Required Qualifications

• Experience: Project Management and working with customer relationships: 5 years or more
• Education: Bachelor's degree (BA/BS) or equivalent experience
• Skills: Excellent interpersonal skills with a can-do attitude, diplomatic approach, confidence and comfort around peers and leadership team; excellent written and verbal communication skills
• Abilities: Ability to prioritize, organize and handle multiple projects and tasks simultaneously and independently; ability to establish rapport, define expectations and gain commitment to project goals and deliverables; ability to develop strong relationships with cross-functional teams
• Working conditions: Office environment

Preferred Qualifications

• Strategic Thinking: ability to think critically and strategically, connecting dots between customer needs, business goals and actionable plans. Experience developing and implementing innovative ideas that enhance customer experience is highly valued
• Project Management: Proven track record of successfully managing multiple projects simultaneously, meeting deadlines and achieving results in a fast paced environment
• Cross-Functional Collaboration: Strong interpersonal and relationship building skills, with the ability to influence and align stakeholders across different teams and levels
• Communications Skills: Excellent written and verbal communication skills, with the ability to clearly articulate ideas, inspire buy in and present updates to cross-functional partners. Powerpoint expert capable of crafting visually compelling presentations
• Customer-Centric Mindset: A deep understanding and passion for customer experience

SPECTRUM CONNECTS YOU TO MORE

• Dynamic Growth: The growth of our industry and evolving technology powers our employees' careers as they move up or around the company
• Learning Culture: We invest in your learning, and provide paid training and coaching to help you succeed
• Supportive Teams: Be part of a strong community that gives you opportunities to network and grow, and wants to see you succeed
• Total Rewards: Our comprehensive benefits are among the best in the industry
  

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