This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.

Do you get excited by new innovations in technology? Are you someone who enjoys leveraging data to create a better experience for customers and employees? Analytical, strategic, and tech-savvy? Then working within our Triage Team at Spectrum may be a great fit for you.

At Spectrum, we keep our millions of customers connected across a 41-state footprint. Our Reliability Experience team looks for service interruption process improvements and owns the customer journey for service interruptions, long-duration disaster and business rules for each experience. This team is also responsible for management of the inter- department Service Interruption Roadmap. This team helps deliver the exceptional services and experiences Spectrum is known for.

BE PART OF THE CONNECTION

As a Sr. Director, Reliability Experience, you’ll lead a team to redefine the internet reliability experience for customers who experience service interruptions.

HOW YOU'LL MAKE AN IMPACT

Actively and consistently lead all efforts to simplify and enhance the customer reliability experience through process improvementsOwn the customer journey for service interruptions, long-duration disaster and business rules for each experienceDefine business rules and requirements for AOM development teamManagement of inter-department Service Interruption RoadmapDefine and lead KPI requirements and creation with data teams Utilizing data from customer insights, KPIs and industry analysis to make data-based product design decisionsCreating and visualizing customer personae and mapping client journeys throughout the lifecycle, assessing the current state experience, capturing touchpoints, and highlighting areas of friction for customers with service interruptionsPartnering with Product, Call Center, Field Operations, Engineering, and other business units to define product strategies and business requirementsDriving conversational customer experiences across multiple channels by advising on design/redesign of customer journeys & processes.Working with the UI/UX and technology teams to create prototypes, conduct experiments and usability testing, to identify and eliminate customer pain pointsResponsible for driving new business cases with measurable ROIs and long-term business outcomes; Corresponding budget (Capital and Operating) and schedule ownership.

If you possess the unique blend of strategic thinking, creativity, technical proficiency, and operational excellence, this may be the role for you.

WHAT YOU’LL BRING TO SPECTRUM

Required Qualifications

Experience:Designing or developing customer experience: 10 years or moreTeam management experience: 7 years or moreEducation:BA/BS in Product Management Design, Customer Experience, or equivalent work experienceSkills:Project management skills within Agile & Waterfall methodologiesUnderstanding software development lifecycle and processesUnderstanding AI/ML/NLP/LLM technologies; Customer Experience and journey mappingEffective communication, leadership, and presentation skillsBudget and vendor managementEffective facilitation, brainstorming, and collaborationExtensive knowledge of emerging customer experience trends and technologiesAbilities:Effective communication, leadership, and presentation skillsMake decisions by sourcing and using dataProvide leadership and direction to cross-functional and virtual teamsCritical and independent thinker who takes direct ownershipMake decisions and solve problems while working under pressureInfluence key internal and external stakeholders and build consensusBuild and lead high performing team

Preferred Qualifications

Education:Master’s Degree
CSU800 2026-68453 2026

Here, employees don’t just have jobs, they build careers. That’s why we believe in offering a comprehensive pay and benefits package that rewards employees for their contributions to our success, supports all aspects of their well-being, and delivers real value 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.

Who You Are Matters Here We’re committed to growing a workforce that reflects our communities, and providing equal opportunities for employment and advancement. EOE, including disability/vets. Learn about our inclusive culture.
FCC Unit: HQ452 Business Unit: Customer Operations Zip Code: 28217

Who You Are Matters Here

We're committed to growing a workforce that reflects our communities, and providing equal opportunities for employment and advancement. Learn about our inclusive culture.