VP, Digital Self-Service

BE PART OF THE CONNECTION

The Vice President of Digital Self-Service will be responsible for the product lifecycle, customer experience, technical execution, and platform performance for Spectrum Digital Self-Service Products. Leads program and feature level teams comprised of Software Delivery, Technology, Data, and Operations professionals in defining, building and delivering the software products that serve Residential and Small to Medium Business customers across Video, Internet, Voice, and Mobile lines of business.

This role represents a unique opportunity for a dynamic executive to apply their multi-disciplinary skills to the next phase of Charter's digital self-service strategy.

WHAT YOU'LL BRING TO SPECTRUM

Leadership Profile

• Strong collaboration and cross-functional partnership skills. The Digital Self-Service organization partners closely with Customer Operations, Information Technology, Engineering, Network Operations, and Field Operations organizations to achieve success.
• Creates an inspiring team environment with a culture of transparency and openness.
• Enables a metrics-driven culture by setting measurable goals for teams, leaders and self
• Capable of leading a multidisciplinary organization of product, design, software development, testing, data and operations professionals.

Strategy Profile

• Experience communicating strategic direction and recommendations by way of written, visually interesting and data-backed presentations.
• Has experience operating, deploying and enhancing a variety of technical ecosystems responsible for delivering a nimble customer experience and digital self-service environment.
• Has experience leading and contributing to discussions pertaining to self-service concepts.

KEY RESPONSIBILITIES

Strategic Initiatives Oversight

• Contributes to the strategic product roadmap for all Digital Self-Service products including prioritization, capital investment funding, and operational ownership for key platforms and components.
• Leads teams to deliver an innovative, seamless, world class self-service experience.
• Enable and increase digital adoption across all customer types.
• Partners closely with external product teams and stakeholders (Marketing, Customer
• Operations, Spectrum Community Solutions, Voice and Webmail Products, Mobile Products) as a service-organization to design and execute required roadmaps.
• Partners closely with external technology and platform teams (Information Technology, Engineering, Billing, Supply Chain, etc) to execute delivery together.

Principal Job Function

• Communication: Develop and maintain a communications plan for stakeholders and process participants. Develop and lead regular reviews with the senior executives and cross-functional peers.
• Team Development: Build, motivate, inspire and develop a team of highly skilled professionals to deliver a measurably superior ecosystem of products.
• Delivery & Schedules: Oversee milestones, project timelines, budget and go-to market initiatives. Optimizes for speed and predictability.
• Product Management: Lead lifecycle management of the platform ecosystem to eliminate product defects, identify areas for experience improvement and report on the effectiveness of recent feature enhancements.
• Software Development: Oversee the design and implementation of all software components, platform architecture, technical scaffolding, and operational processes.
• User Experience: Oversee the information architecture and design of the user. experience for all self-service features.
• Data & Quality: Develop reporting metrics, performance benchmarks and dashboards to motivate and hold the organization accountable to deliver a world-class customer experience.

REQUIRED SKILLS AND QUALIFICATIONS

• Education
  B.S. Degree in Computer Science, technology or equivalent preferred
• Experience
  10+ years in leadership positions of increasing levels of responsibility
  8+ years in software or technical (Website/mobile applications, Platform/API development)
  5+ years in leading teams that product customer-facing software
  3+ years in multi-dimensional leadership (leading at least two required disciplines: product, design, operations, software, testing)

DESIRED TRAITS

• Business Acumen: focuses on key priorities. Identifies problems, secures relevant information and brings forth possible causes and solutions that anticipate short and long-term business demands.
  Team Player: Proven ability to work collaboratively and productively with cross-functional company leaders to develop and deliver results that are strategically aligned.
• Leader: passionate, energetic and eager to learn and grow. Thinks strategically through business problems and applies common sense to all situations; ability to manage and foster change.
• Results focused: proven track record of successfully driving growth, performance and profitability; strong sense of urgency and bias for action.
• Integrity: confident, straightforward, and truthful. Follows through on commitments. Is dedicated to excellence.

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: With a dedicated focus on training and development, employees can have confidence that day one is truly just the beginning of a dynamic career
Innovation: We move businesses forward by delivering high-speed data and fiber technology solutions that power today's evolving network demands
Supportive Teams: Be part of a strong community that gives you opportunities to network and grow and wants to see you succeed
Total Rewards: See all the ways we invest in you-at work and in life

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