Full TimeWest Columbia, South CarolinaPosted 08/15/2025Areas of interest: Customer Operations, LeadershipRequisition Number: 2025-59901CSD750
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 on the Serviceability team at Spectrum may be a great fit for you.
At Spectrum, we keep our customers connected across our 41-state footprint. Our Serviceability team helps deliver the exceptional services and experiences Spectrum is known for.
BE PART OF THE CONNECTION
As a Director of Serviceability, you’ll lead an organization of analysts and specialists who are responsible for the end to end management of the Spectrum serviceability process as well as the creation and ongoing management of all address maintenance in the billing systems.
WHAT OUR DIRECTORS OF SERVICEABILITY ENJOY MOST
Serving as primary leader for the Charter Serviceability process and house/address maintenance (additions, changes, deletions) for all residential and small – medium business billing systems.
Overall management and day-to-day operations of the Serviceability call centers to provide 7-day a week support to internal customers.
Interacting with and maintaining good partnerships and constant communications with all Senior Management across Charter, with specific focus on Sales Channel leaders Customer Operations and Field Operations.
Driving all aspects of the organization’s planning, development, and continued alignment with Charter’s business strategies.
Responsible for management of expense and vendor budgeting and tracking.
Leading initiatives to continuously improve and evolve serviceability processes across Residential and commercial from inception to implementation. This includes engaging cross functional teams, launching innovative technology/tools, training and building teams to meet the SLAs.
You’ll be the primary leader for the Spectrum’s Serviceability process including address maintenance and driving standardized serviceability across multiple systems. You’ll thrive in this role if you can effectively organize, communicate, and positively influence others.
WHAT YOU’LL BRING TO SPECTRUM
Required Qualifications
Education: Bachelor’s degree or equivalent combination of experience and education
Experience: Cable, telecom, or related experience: 10+ years; Management experience: 5+ years; Project management experience: 5+ years; Business Planning experience: 3+ years; Progressively more responsible executive level management and thought leadership; Experience working with organizations that are in multiple geographies
Abilities: Analyze data and develop and present data driven reports; Effectively manage large and complex projects; Convert strategic goals into workable and sustainable programs; Assess and improve processes; Aggregate and review metrics & performance measures across the serviceability process & teams; Work closely with all levels of management in a productive and collaborative environment while also being decisive; Quickly assess strategic and tactical environments to develop plans for resolving issues
Skills: Utilizing judgment, problem solving, decision making and negotiation skills; Extremely strong verbal/ written communications skills to express complex technical concepts in business terms; Strong computer skills (MS Word, PowerPoint, Excel, Project, etc.) with presentation and customer facing experience; Team and relationship building skills
Knowledge: Managing serviceability and address creation/updates/deletions in highly complex and customized systems; CSG billing platforms
SPECTRUM CONNECTS YOU TO MORE
Dynamic Growth: The growth of our industry and evolving technology powers our employees’ careers as they move up or around the company
Learning Culture: We invest in your learning, and provide paid training and coaching to help you succeed
Supportive Teams: Be part of a strong community that gives you opportunities to network and grow, and wants to see you succeed
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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.
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