JOB SUMMARY
The Director of Digital Communications is responsible for defining and delivering a best-in-class, personalized service communications experience. This leader will own the strategy and roadmap prioritization, perform customer impact analysis, leverage data and analytics to identify opportunities to improve the experience, reduce customer effort and increase digital adoption.
This role requires a unique blend of strategic thinking, creativity, strong writing skills, technical proficiency and operational excellence. The ideal candidate will have a proven track record in product management, strategic roadmap planning, customer experience and operations.
MAJOR DUTIES AND RESPONSIBILITIES
Own the end-to-end customer experience for customer service communications. Deliver customers the right message at the right time through the right channel.
Oversee the strategy and roadmap for Charter's outbound automated service notifications, which includes ~1.3 billion annual sends via Email, SMS and Auto-Calls.
Manage the strategy for ensuring the collection and maintenance of customer contact information to ensure maximum reach of notifications.
Utilize data from customer insights and feedback, KPIs and industry analysis to make data-based decisions and drive a continuous content improvement plan.
Collaborate across organizational boundaries with partners such as Marketing, Product Management, Call Center, Field Operations, Engineering, etc., to define product strategies and business requirements.
Partner with Marketing, Product and UI/UX teams to ensure a consistent brand tone in all customer communications.
Distill core components of complex problems into succinct and easily understood solutions.
Define KPI's for and establish an automated system for KPI tracking, including channel effectiveness, quality, customer contact reductions, CSAT/ NPS, etc.
Define success metrics for new projects and track daily performance for existing products to ensure the team is moving towards defined goals.
Sponsor capital and operational projects to ensure progress against commitments
Build, manage and develop a team of 10-14 product owners and analysts.
Manage vendor relationships
REQUIRED QUALIFICATIONS
Skills/Abilities and Knowledge• Ability to read, write, speak and understand English• Customer-focused• Superior communication, leadership and presentation skills.• Outstanding facilitation, brainstorming and collaboration skills• Acute ability to assess and understand the data to "tell the story"• Understanding of the software development lifecycle and processes• Project management skills within Agile and Waterfall methodologies• Ability to manage multiple projects while coordinating efforts across a variety of functional areas• Ability to prioritize and organize effectively• Extensive knowledge of emerging digital trends and technologies• Ability to influence internal and external key stakeholders and build consensus• Ability to develop strong working relationships with peers and project members• Ability to provide leadership and direction to cross-functional and virtual teams• Ability to communicate with all levels of management and company personnel• Ability to make decisions and solve problems while working under pressure• Ability to drive results within a matrixed organization• Excellent written and verbal communications skills• Independent thinker• Self-starter
Education
BA/BS in Product Management Design, Computer Science, Human Factors, Marketing Communications or equivalent work experience
Related Work Experience
8+ Years - Experience in designing or developing customer experience
5+ Years - Project management experience
5+ Years - Management experience
WORKING CONDITIONS
Office environment CSU740 326311 326311BR