Full TimeTown and Country, MissouriPosted 10/07/2026Areas of interest: Communications, Customer OperationsRequisition Number: 2026-84029COP595
This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.
Interested in leading a high-impact team that shapes how Spectrum responds to customer needs? As Communication Desk Manager, you will oversee daily operations, drive coordination during outages and service issues, and elevate communication across departments. Your leadership ensures seamless service and empowers staff to deliver exceptional results.
How You’ll Make an Impact
Supervise and guide Communication Desk employees across multiple shifts and locations
Coach and develop staff to achieve goals and maximize performance
Recommend and decide on escalations and outages, ensuring quality communication with Spectrum’s Executive Leaders
Develop techniques to analyze customer call, chat and trouble call data and identify trends, issues, and opportunities
Establish productive relationships with operational partners to facilitate effective resolution of customer and employee facing issues
Evaluate and improve existing processes to enhance efficiency and effectiveness
Foster high morale by providing regular feedback and opportunities for staff input
Working Conditions
Must be available in an on-call capacity to support overnight issues approximately once a month from 6:00 PM to 6:00 AM.
This position is in an office environment with a hybrid work schedule. Eligible employees can work from home up to one day each week.
What You’ll Bring to Spectrum
Required Qualifications
Education
Bachelor’s degree in business or related field or equivalent experience
Experience
3+ years general management experience
2+ years project management experience
Skills
Ability to complete critical operations management responsibilities in a real-time, fast-paced environment
Ability to make critical decisions quickly with limited information to minimize impact of outages to both Customers and Customer/Field Operations team
Ability to lead a team through triaging an active event, issuing clear direction to subordinates while simultaneously cooperatively liaising with partner groups and ensuring leadership awareness
Expertise or ability to develop expertise in Spectrum’s communication ecosystem including the following methodologies, systems or platforms: Intelligent Voice Response(IVR), Intelligent Virtual Assistant (IVA), Preferred Communications, Proactive Service Announcements (PSAs), Issue Resolution Integrated System, Biller Troubleshooting Trees, Whiteboard and Customer Experience Tracking platforms
Broad or ability to develop broad knowledge of Hybrid Fiber-Coaxal (HFC) and Fiber to the Premises (FTTP) network topology
Ability to work well under pressure with minimal supervision
Strong communication skills with management, peers and staff
Excellent problem-solving skills
Excellent analytical skills for extracting and correlating data
Broad knowledge of cable technologies, systems and processes
Ability to quickly learn new information and adapt to evolving technologies
Effective coaching and mentoring skills to develop knowledge and analytical expertise in staff
Ability to manage complex activities involving teams of at least 40 people
Preferred Qualifications
Experience
2+ years of operations management
COP595 2026-84029 COP595 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.
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 Life at Spectrum.
