Spectrum Jobs

Manager, Communications Desk

Spectrum

Manager, Communications Desk

Posted Yesterday

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St Louis, MO, USA

Hybrid

Mid level

Information Technology • Internet of Things • Mobile • On-Demand • Software

The growth of our industry and evolving technology powers our employees’ careers as they move up or around the company.

The Role

Leads the Communication Desk across shifts and locations, overseeing staff performance, outage and escalation coordination, executive communications, and issue resolution. Analyzes customer interaction data, improves operational processes, partners with internal teams, and maintains service quality during real-time events. The role requires managing complex activities involving teams of at least 40 people, coaching employees, making rapid decisions under pressure, and supporting overnight issues approximately once monthly.

Summary Generated by Built In

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

#LI-JV1
COP595 2026-84029 COP595 2026
Here, our employees don't just have jobs, they're building careers. That's why we offer a comprehensive 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.
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.
#BI-Hybrid

Skills Required

Bachelor's degree in business or a related field, or equivalent experience
3+ years of general management experience
2+ years of project management experience
Ability to manage critical operations responsibilities in a real-time, fast-paced environment
Ability to make rapid decisions with limited information during outages and service issues
Ability to lead teams through active-event triage and coordinate with partner groups and leadership
Expertise in, or ability to develop expertise in, Spectrum communication systems and platforms
Broad knowledge of HFC and FTTP network topology
Ability to work under pressure with minimal supervision
Strong communication skills with management, peers, and staff
Excellent problem-solving and analytical skills
Broad knowledge of cable technologies, systems, and processes
Ability to learn new information and adapt to evolving technologies
Effective coaching and mentoring skills
Ability to manage complex activities involving teams of at least 40 people
2+ years of operations management experience

What the Team is Saying

Spectrum Compensation & Benefits Highlights

Retirement Support — The 401(k) program is described as dollar‑for‑dollar up to 6% of pay, with many roles also receiving an additional 3% employer retirement contribution. Feedback suggests this creates a notably strong foundation for long‑term savings.
Healthcare Strength — Core medical, dental, and vision coverage is paired with health accounts and mental‑health resources, with up to $1,500 funded into a healthcare account for some national plans. Company materials also indicate efforts to keep employee premiums stable over time.
Parental & Family Support — Paid parental leave (six weeks for parents, 14 weeks for birth mothers), fertility benefits, and up to $15,000 for adoption/surrogacy reimbursement are highlighted. These offerings indicate meaningful support for family building and caregiving needs.

Learn more about Spectrum's Compensation & Benefits →

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The Company

HQ: Stamford, CT

100,000 Employees

Year Founded: 1993

What We Do

At Spectrum, our Product & Technology teams build the platforms and tools that power seamless connectivity and entertainment across Internet, WiFi, Video, Mobile and Voice. Supporting more than 500 million devices, we’re transforming the next era of connected experiences with some of the fastest, most reliable and advanced services in the nation. It’s an unmatched environment for designers, architects, engineers, developers, operators and data scientists to grow their careers, solve complex challenges and collaborate to deliver exceptional customer experiences. Join us to help deliver what’s next.

Why Work With Us

At Spectrum, we continually refine technology, process, and structure. We are committed to delivering a superior network infrastructure, the most competitive products, and highly rated customer experiences. Our talented team of experts deploys technology solutions and builds systems and tools for our employees to provide exceptional operations.