Director of Customer Communications Operations

This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.
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 our millions customers connected across a 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

The Director of Customer Communications Operations is responsible for executing on Spectrum's customer communication strategy across various channels, ensuring operational excellence and a great customer experience.

HOW YOU'LL MAKE AN IMPACT

• Process and operations: Drive operational excellence by defining and implementing communication playbooks, especially for crisis response.
• Data and analytics: Use data to measure communication effectiveness, inform decisions, and improve processes.
• Cross-functional collaboration: Partner with departments such as marketing, PR, IT, and customer operations to ensure consistent messaging.
• Team leadership: Manage and develop a team of communications and analytics professionals, fostering a culture of innovation.
• Channel management: Oversee multiple communication channels like email, text, push notifications, and messaging platforms.

In this role you will work in a fast-paced cross-functional environment overseeing all customer-facing communication channels, establishing and maintaining the crisis communication playbook, and collaborating across departments to align messaging with business goals.

WHAT YOU'LL BRING TO SPECTRUM

Required Qualifications

• Experience:
  • Designing or developing customer experience: 8 years or more
  • Project management: 5 years or more
  • Management: 5 years or more
• Education:
  
  • Bachelor's degree (BA/BS) in Product Management Design, Computer Science, Human Factors, or equivalent work experience
• Skills:
  
  • Project management skills within Agile and Waterfall methodologies
  • Effective communication, leadership, and presentation skills
  • Facilitation, brainstorming, and collaboration skills
  • Understanding of the software development lifecycle and processes
  • Strong leadership and strategic thinking
  • Interpret data and apply it to strategic decisions
  • Experience with various digital communication tools and platforms
• Abilities:
  • Exceptional writing, storytelling, and presentation abilities
  • Extensive knowledge of emerging digital trends and technologies
  • Make decisions and solve problems while working under pressure
  • Proven team leadership and management
• Hybrid Schedule: Four in-office days weekly

CSU740 2025-65217 2025

Here, our employees don't just have jobs, they're building careers. That's why we offer a comprehensive pay and benefits package that rewards employees for their contributions to our success, supporting all aspects of their well-being 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.

Get to Know Us Charter Communications provides superior communication and entertainment products for residential and business customers through the Spectrum brand. Our offerings include Spectrum Internet®, TV, Mobile and Voice. Beyond our connectivity solutions, we also provide local news, programming and regional sports via Spectrum Networks and multiscreen advertising solutions via Spectrum Reach. When you join our team, you'll be keeping our customers connected to what matters most in 41 states across the U.S. Watch this video to learn more.

Grow Your Career Here We're committed to growing a workforce that reflects the customers and communities we serve - providing opportunities for employment and advancement to all team members. Spectrum is an Equal Opportunity Employer, including job seekers with disabilities and veterans. Learn about Life at Spectrum.

Client-provided location(s): Charlotte, NC

Job ID: spectrum-2025-65217

Employment Type: FULL_TIME

Posted: 2025-11-12T20:13:46