Spectrum is seeking a Senior Director of Customer Communications to lead the strategy and execution of customer communications, ensuring the right message reaches the right customer at the right time. The role focuses on enhancing customer satisfaction, loyalty, and reducing friction across multiple channels including email, text, push notifications, and rich business messaging (RBM).
The Senior Director will develop and execute a long-term customer communications strategy for both residential and business customers, lead a high-performing team of approximately 30 communications, design, and product professionals, and foster cross-functional partnerships with PR, Marketing, Customer Operations, IT, and Engineering teams.
Responsibilities include overseeing content design and implementation, defining crisis communication playbooks, analyzing data to inform strategy, and proactively improving the customer experience.
Required qualifications include 10+ years designing or developing customer experience, 7+ years managing teams, a Bachelor’s degree in Journalism, Marketing, Business, Communications, Product Management, or related field, and strong skills in crisis communication, project management, leadership, and collaboration.
The role offers a comprehensive pay and benefits package, opportunities for career growth, training programs, and a supportive team culture. Candidates must be able to work lawfully in the U.S. without employment-based sponsorship. Spectrum is an equal opportunity employer committed to diversity and inclusion.