Client Reference Code: 203183
Spectrum Guide is a state of the art, cloud-based user interface that serves as the face of Spectrum TV service. This position is responsible for ensuring a positive customer experience via lifecycle management of Spectrum Guide for the installed video base. Lifecycle Management includes cross-team commuication on the status of the features, health and performance of product, and directing the development of support agent and customer facing materials. Aligns with Customer Operations and Deployment teams to ensure product is ready for market. Monitors and ensures reliability, stability and continued success across multiple technical platforms. The role also leads the cross functional adoption of expectations of the customer experience via Advanced Engineering, Software Engineering, IT, Network Operations and third party vendors.
MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the customer experience. Serves as the protector of the customer experience for the deployed Spectrum Guide households.
Builds relationships and establishes credibility with internal and external team members to direct planning and implementation, while relentlessly driving deliverable timelines.
Directs Corporate Marketing on creation and maintenance of internal and external materials that define the product experience and promote feature benefits, with an eye toward simplicity and customer education. Defines requirements for support videos andin-home customer survey efforts.
Communicates daily with Customer Operations team to plan for market-by-market employee field trials. Compiles and disseminates accurate and timely information on code releases and expected call drivers; collects and analyzes data tied to call volume and customer feedback.
As a subject matter expert, partner with the Spectrum Guide Deployment team and Field Ops teams to participate in readiness testing and advise on go-to market preparedness. Prepare materials for in-market test processes and in-home support reference tools for technicians.
Use analytics, heath and dashboard reporting to define key experience indicators and performance metrics that gauge success and identify areas requiring improvement. Alerts team of items in need of immediate attention
Supports management with requests that align with roadmap needs and company goals.
Ability to read, write, speak and understand English
Ability to work independently and collaboratively
Proficient at analyzing, interpreting and presenting data
Ability to communicate orally and in writing in a clear and straightforward manner with all levels of management and company personnel
Ability to lead cross-functional teams in order to achieve business goals and results
Ability to maintain confidentiality
Ability to make decisions and solve problems while working under pressure
Ability to manage multiple projects at one time
Knowledge of multiple Product development/Project Management methodologies (waterfall, agile)
Ability to show judgment and initiative and to accomplish job duties
Strong knowledge of personal computer and software applications (i.e. word processing, spreadsheet, presentations, etc.) with an ability to personally utilize these tools
Ability to work independently to seek answers and track down solutions, as well as a willingness to take on any project no matter how big or small
Ability to prioritize and organize effectively
Strong business acumen and sense of urgency to achieve business results
Ability to supervise, motivate and foster growth
High business acumen with a focus on integrity and accountability
Be a kind and caring person
Knowledge of cable and telecommunications platforms and products, services, and competitive landscape
Undergraduate degree, preferably in the area of Business, Engineering, Marketing or Communications
Graduate degree desired
Related Work ExperienceNumber of Years
Product Management or Product Development 6 – 7
Telecommunications industry2 – 3
Managing activity that crosses multiple teams2 – 3
Charter is an equal opportunity employer that complies with the laws and regulations set forth in the following EEO Is the Law poster: http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf
Charter is committed to diversity, and values the ways in which we are different.
Job Code : TWCMPD665 Sr Mgr, Video Products Exempt
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