Full TimeRochester, New YorkPosted 02/09/2026Areas of interest: Customer Operations, LeadershipRequisition Number: 2026-69505COP770
This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.
Does striving for the best customer experience motivate you? Do you enjoy working in a fast-paced, collaborative environment? Organized, data-driven, and good communicator? Then working in Customer Service at Spectrum may be a great fit for you.
BE PART OF THE CONNECTION
As a Director of Customer Service Operations, you’ll be responsible for the execution of all operational aspects of Customer Service and support. You’ll lead the assessment, identification, development, and implementation of initiatives focused on developing and enhancing Customer Service center performance.
HOW YOU’LL MAKE AN IMPACT
Analyzing operation performance data and developing recommendations and action plans to address quality and productivity issues
Serving as a focal point for customer service operations planning and implementation to improve customer satisfaction in all interactions
Overseeing coordination of staff schedules in accordance with staffing objectives
Participating in the design and implementation of policies and procedures across multiple functions within call center operation
Participating in design and implementation of policies & procedures across multiple functions within call center operation
Directing local technology support resources in hardware/software maintenance and ensure change management minimizes conflict with peak customer activity period
Coordinating call center new hire training with HR and training teams in accordance with operational budget and forecast
Directing customer service operations to ensure fair and effective customer complaint resolution
On a typical day you’ll be responsible for overseeing workforce planning strategies, training program execution, and facilities management. You’ll thrive in this role if you can effectively organize, communicate, and positively influence others.
WHAT YOU’LL BRING TO SPECTRUM
Required Qualifications
Experience:
Cable customer service/call center experience: 12 years or more
Senior management/leadership experience: 7 years or more
Education:
Bachelor’s degree in business or related field or equivalent experience
Skills:
Demonstrated project management skills; effective analytical personal computer skills
Abilities:
Analyze and interpret data
Manage workflow, improve overall company effectiveness & productivity
Knowledge of:
Cable operations, customer care methods, and new technologies
Travel: As Required
Preferred Qualifications
Education:
Masters in Business Administration (MBA)
COP770 2026-69505 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.
The base pay for this position generally is between $110,800.00 and $196,400.00. The actual compensation offered will carefully consider a wide range of factors, including your skills, qualifications, experience, and location. We comply with local wage minimums and also, certain positions are eligible for additional forms of other incentive-based compensation such as bonuses.
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.
