Spectrum Jobs

Manager, Residential Customer Solutions

Spectrum

Manager, Residential Customer Solutions

Posted 2 Hours Ago

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Charlotte, NC, USA

In-Office

Senior 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

Manage the Residential Customer Solutions team to improve customer experience and retention, develop revenue and retention strategies, analyze churn and program performance, design incentive programs, collaborate cross-functionally on business cases, and recruit/train and coach representatives and supervisors.

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.
Ready to lead a dynamic team dedicated to enhancing customer satisfaction and driving revenue growth? As the Manager of Residential Customer Solutions, you will oversee daily operations, implement strategic initiatives, and evaluate performance to ensure Spectrum delivers exceptional service and achieves customer solutions goals. Your leadership directly impacts customer retention and the company's success.
How You'll Make an Impact

Drive and monitor the performance of Customer Solutions teams to consistently elevate the customer experience
Develop and implement strategies to increase customer loyalty, optimize revenue, and minimize account discounting
Analyze customer solutions programs, market trends, and product positioning to identify opportunities and gaps
Collaborate with cross-functional teams to develop and execute business cases for customer solutions initiatives
Design and execute incentive and recognition programs focused on retention of Spectrum products and services
Prepare and deliver comprehensive performance reports including churn analysis and employee save summaries
Recruit, train, motivate, and manage customer solutions representatives and supervisors to ensure productivity and accountability

Working Conditions

Office environment
Travel approximately 15 percent

What You'll Bring to Spectrum
Required Qualifications
Education

Bachelor's degree in customer service or related field or equivalent experience

Experience

5+ years of demonstrated success in consumer credit or collection business management

Skills

Ability to read, write, speak and understand English
Knowledge of cable television products and services
Knowledge of cold call sales skills
Ability to communicate orally and in writing in a clear and straightforward manner
Ability to listen to and interpret the needs of customers and sales personnel
Ability to deal with the public in a professional manner
Ability to make decisions and solve problems under pressure
Ability to prioritize, organize effectively and handle multiple projects and tasks
Ability to supervise and motivate others
Ability to maintain high level of self-motivation
Ability to work in diverse and challenging atmosphere
Working knowledge of personal computer and software applications such as word processing and spreadsheets

Preferred Qualifications
Skills

Knowledge of cable television and associated billing systems strongly preferred

#LI-TH
SRT500 2026-77545 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.

Skills Required

Ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future
Bachelor's degree in customer service or related field or equivalent experience
5+ years of demonstrated success in consumer credit or collection business management
Ability to read, write, speak and understand English
Knowledge of cable television products and services
Knowledge of cold call sales skills
Clear oral and written communication skills
Ability to listen to and interpret the needs of customers and sales personnel
Ability to deal with the public in a professional manner
Ability to make decisions and solve problems under pressure
Ability to prioritize, organize effectively and handle multiple projects and tasks
Ability to supervise and motivate others
High level of self-motivation
Ability to work in diverse and challenging atmosphere
Working knowledge of personal computer and software applications such as word processing and spreadsheets
Knowledge of cable television and associated billing systems

What the Team is Saying

Spectrum Compensation & Benefits Highlights

Retirement Support — Retirement funding is highlighted by a dollar‑for‑dollar 401(k) match up to 6% of pay plus an additional 3% company contribution for most employees. Feedback suggests this effectively delivers up to 9% in company contributions when employees contribute at least 6%.
Healthcare Strength — Health coverage includes multiple national medical options (plus Kaiser in some areas), dental/vision, EAP counseling, and up to $1,500 in employer funding to a health account for certain plans. The company states it has absorbed premium increases for medical, dental, and vision for 12 consecutive years.
Wellbeing & Lifestyle Benefits — Education at no cost via Guild covers selected associate, bachelor’s, certificate and bootcamp programs, with up to $10,000/year for certain graduate or out‑of‑catalog programs. Connectivity perks include free and discounted Spectrum services and deep Spectrum Mobile discounts for eligible lines.

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

Our Product and Technology team creates, develops, and operates the nation’s fastest mobile service, most reliable internet service, most viewed live TV app, and the most advanced WiFi, serving nearly 100 million users and 500 million devices. We are transforming the next era of connectivity and entertainment experiences together. The experience within Spectrum’s Product and Technology team is unmatched and there are opportunities to grow your career as a designer, architect, engineer, developer, operator, or data scientist. We are creative, disciplined, hard-working, complex-problem solvers that believe in collaborating to deliver the highest quality customer experience.

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.