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

Imagine shaping the future of self-service technology while helping customers seamlessly navigate their support needs. As Sr. Manager, IVR Support at Spectrum, you will drive advancements in voice recognition and telephony, providing industry-leading experiences for our business customers. Your expertise will directly influence system operations and the ongoing evolution of customer support, ensuring your impact resonates across every interaction.

How You’ll Make an Impact   

Lead the daily operations and oversee all support for Spectrum’s Interactive Voice Response solutions, ensuring a 24/7 seamless experienceDevelop and maintain strategic plans for natural language and voice recognition systems, keeping Spectrum at the forefront of self-support technologyManage emergency escalation processes, collaborating with cross-functional teams to swiftly resolve performance issuesAnalyze call flow, utilization and speech performance, offering actionable recommendations to drive continuous improvementAssess and implement new technologies to enhance customer experience and system efficiencyDirect system changes through expert project management, leveraging internal relationships and technical knowledgeProvide regular and ad-hoc reporting on system performance, user behavior and self-support success rates

Working Conditions   

Work primarily in an office setting, with required travel and a flexible schedule that may include evenings, weekends and holidays.

This position is based On-Site in Stamford.

This role observes a hybrid work schedule: 4 days in office/1 day remote

What You’ll Bring to Spectrum   

Required Qualifications   

Education   

Bachelor’s degree in business or related field, or equivalent combination of education and experience

Experience   

7+ years of experience with customer support systems7+ years leading operations of critical customer support systems7+ years managing or developing interactive voice recognition systems

Skills   

Ability to analyze and synthesize complex dataAbility to interpret customer needsAbility to maintain high energy and foster a positive environmentAbility to make decisions and solve problems under pressureAbility to supervise and motivate othersAbility to manage multiple projects while coordinating across functional areasKnowledge of cable and telecommunications products and servicesStrong knowledge of telephony and customer support technologyStrong analytical skills for presenting recommendations and making decisions
SOP602 2026-71552 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: Spectrum Business1 Zip Code: 06902

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.