Spectrum
Senior Director, Product Management, Customer Communications
Spectrum, Colony Acres, Virginia, United States
This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.
BE PART OF THE CONNECTION As the Senior Director of Spectrum’s Customer Communications team, you will lead a team of product managers focused on developing and scaling Spectrum’s customer lifecycle journey communications. The role is pivotal in driving the strategic roadmap execution and optimizing product performance to ensure customers get the right message at the right time.
Your focus will be overseeing the development, and optimization of Spectrum’s customer-facing communications and drive innovation within our communications platform to ensure a best-in-class experience across multiple channels, including email, RCS/SMS, push notifications and more. This leader will foster a culture of customer-centric thinking, collaborating closely with Product, Marketing, IT, and other areas of Customer Operations, to deliver seamless and valuable customer experiences.
A deep understanding of customer needs, market trends, and data analytics will be crucial to inform product strategy and drive continuous improvement in our communication effectiveness and operational efficiency.
WHAT YOU CAN EXPECT TO DO IN THIS ROLE
Develop & execute a long-term customer communications strategy that is focused on the Spectrum’s commitment across our residential and business customers.
Implement new technologies such as RCS Business Messaging, to provide communication experiences for our customers that meets them where they are.
Support multiple communication channels including email, text messages, push notifications, online and rich business messaging (RBM).
Leverage market research, business metrics, and product data to make data-driven decisions. Use data to prioritize features, create data-backed roadmaps, justify decisions, and identify areas for optimization.
Partner with key business functions including Product, Marketing, Operations, and IT teams to develop effective communications.
Lead a high-performing team fostering a culture of innovation & creativity through encouraging team members to collaborate and share ideas that enhances our customer communications.
In this role you will build, manage, and mentor a team of approximately 12-15 talented communications, and product professionals. You will provide leadership and direction to cross‑functional teams, and influence internal and external key stakeholders to build consensus.
WHAT YOU’LL BRING TO SPECTRUM Required Qualifications
Experience:
Designing or developing customer experience: 10 years or more; team management: 7 years or more
Education:
Bachelor’s degree (BA/BS) in Journalism, Marketing, Business, Communications, Product Management or other related degree
Skills:
Crisis communication: Project management skills; effective communication, leadership, and presentation skills; facilitation, brainstorming, and collaboration skills; highly skilled in mass communications
Abilities:
Analyze and present the data to “tell the story”; extensive knowledge of emerging digital trends and technologies; make decisions and solve problems while working under pressure
Working conditions:
Office environment
CSU850 2025-65058 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.
#J-18808-Ljbffr
BE PART OF THE CONNECTION As the Senior Director of Spectrum’s Customer Communications team, you will lead a team of product managers focused on developing and scaling Spectrum’s customer lifecycle journey communications. The role is pivotal in driving the strategic roadmap execution and optimizing product performance to ensure customers get the right message at the right time.
Your focus will be overseeing the development, and optimization of Spectrum’s customer-facing communications and drive innovation within our communications platform to ensure a best-in-class experience across multiple channels, including email, RCS/SMS, push notifications and more. This leader will foster a culture of customer-centric thinking, collaborating closely with Product, Marketing, IT, and other areas of Customer Operations, to deliver seamless and valuable customer experiences.
A deep understanding of customer needs, market trends, and data analytics will be crucial to inform product strategy and drive continuous improvement in our communication effectiveness and operational efficiency.
WHAT YOU CAN EXPECT TO DO IN THIS ROLE
Develop & execute a long-term customer communications strategy that is focused on the Spectrum’s commitment across our residential and business customers.
Implement new technologies such as RCS Business Messaging, to provide communication experiences for our customers that meets them where they are.
Support multiple communication channels including email, text messages, push notifications, online and rich business messaging (RBM).
Leverage market research, business metrics, and product data to make data-driven decisions. Use data to prioritize features, create data-backed roadmaps, justify decisions, and identify areas for optimization.
Partner with key business functions including Product, Marketing, Operations, and IT teams to develop effective communications.
Lead a high-performing team fostering a culture of innovation & creativity through encouraging team members to collaborate and share ideas that enhances our customer communications.
In this role you will build, manage, and mentor a team of approximately 12-15 talented communications, and product professionals. You will provide leadership and direction to cross‑functional teams, and influence internal and external key stakeholders to build consensus.
WHAT YOU’LL BRING TO SPECTRUM Required Qualifications
Experience:
Designing or developing customer experience: 10 years or more; team management: 7 years or more
Education:
Bachelor’s degree (BA/BS) in Journalism, Marketing, Business, Communications, Product Management or other related degree
Skills:
Crisis communication: Project management skills; effective communication, leadership, and presentation skills; facilitation, brainstorming, and collaboration skills; highly skilled in mass communications
Abilities:
Analyze and present the data to “tell the story”; extensive knowledge of emerging digital trends and technologies; make decisions and solve problems while working under pressure
Working conditions:
Office environment
CSU850 2025-65058 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.
#J-18808-Ljbffr