Full TimeCharlotte, North CarolinaPosted 01/15/2026Areas of interest: Customer Service, Customer Operations, LeadershipRequisition Number: 2026-68453CSU800
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 improvements
Own the customer journey for service interruptions, long-duration disaster and business rules for each experience
Define business rules and requirements for AOM development team
Management of inter-department Service Interruption Roadmap
Define and lead KPI requirements and creation with data teams
Utilizing data from customer insights, KPIs and industry analysis to make data-based product design decisions
Creating 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 interruptions
Partnering with Product, Call Center, Field Operations, Engineering, and other business units to define product strategies and business requirements
Driving 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 points
Responsible 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 more
Team management experience: 7 years or more
Education:
BA/BS in Product Management Design, Customer Experience, or equivalent work experience
Skills:
Project management skills within Agile & Waterfall methodologies
Understanding software development lifecycle and processes
Understanding AI/ML/NLP/LLM technologies; Customer Experience and journey mapping
Effective communication, leadership, and presentation skills
Budget and vendor management
Effective facilitation, brainstorming, and collaboration
Extensive knowledge of emerging customer experience trends and technologies
Abilities:
Effective communication, leadership, and presentation skills
Make decisions by sourcing and using data
Provide leadership and direction to cross-functional and virtual teams
Critical and independent thinker who takes direct ownership
Make decisions and solve problems while working under pressure
Influence key internal and external stakeholders and build consensus
Build 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.
We're committed to growing a workforce that reflects our communities, and providing equal opportunities for employment and advancement. Learn about our inclusive culture.
