Senior Director, Customer Service Reliability

This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.Do you thrive on driving innovation and transforming customer experiences through strategic leadership? At Spectrum, you’ll lead the Reliability Experience team dedicated to elevating service interruption processes, shaping business rules, and creating seamless journeys for millions of customers. This is your opportunity to influence critical initiatives and deliver solutions that keep our customers connected and satisfied.Your leadership will set the foundation for measurable impact across Spectrum’s vast service area.How You’ll Make an ImpactLead and streamline customer reliability initiatives, enhancing processes and designing service experiencesOversee the customer journey for service interruptions and disasters, defining business rules and requirements for each scenarioServe as a strategic partner to senior leadership, aligning priorities and ensuring cross-functional execution of key initiativesPrepare executive-level presentations, business cases, and actionable recommendations to support leadership decisionsManage the Service Interruption Roadmap, driving alignment and timely decision-making across departmentsLead and facilitate meetings, forums, and strategic sessions to ensure accountability and progressDefine and lead KPI requirements with data teams, leveraging customer insights and industry analysis to inform product design decisionsPartner with internal teams to define product strategies, leveraging data and customer insights for continuous improvementDrive development and visualization of customer personas, journey mapping, and the elimination of friction pointsWhat You’ll Bring to SpectrumRequired QualificationsEducationBachelor’s degree in Product Management, Design, Customer Experience, Business, Operations or related field or equivalent work experienceExperience10+ years of customer experience, product strategy, operations, program leadership or related fields10+ years designing or developing customer experiences7+ years managing teamsExperience supporting executive-level planning, communications and operational executionExperience leading cross-functional strategic initiatives in a matrixed environmentSkills and AbilitiesStrategic planning and execution with the ability to organize and prioritize multiple initiatives in a dynamic environmentProject management within Agile and Waterfall environmentsStrong analytical and data-driven decision-making abilities, including sourcing and applying dataWritten, verbal and executive communication skills, including stakeholder management, facilitation, and presentationBusiness case, budget and vendor management experienceUnderstanding software development lifecycle, AI, ML, NLP, LLM and customer journey mappingAbility to advise senior leaders and drive operational outcomes with independent judgment and accountabilityInfluence stakeholders and build consensus across teamsSolve complex problems under pressure and navigate ambiguity to drive alignment and resultsBuild and lead high-performing teams, including virtual teams, fostering collaboration and performancePreferred QualificationsEducationMaster’s degree in Business, Customer Experience or related fieldSkills and ExperienceExperience in telecommunications, service operations or customer care environmentsBackground as Chief of Staff, strategy, transformation or business operations leaderExperience preparing materials for executive reviews and steering committees#LI-DC3 CSU800 2026-74818 2026 Here, our employees don’t just have jobs, they're building careers. That’s why we offer a comprehensive pay and benefits package that rewards employees for their contributions to our success, supporting all aspects of their well-being 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.Grow Your Career Here We’re committed to growing a workforce that reflects the customers and communities we serve – providing opportunities for employment and advancement to all team members. Spectrum is an Equal Opportunity Employer, including job seekers with disabilities and veterans. Learn about Life at Spectrum.