JOB SUMMARY
We are seeking a visionary Senior Director, Digital Strategy and Operations to lead the strategy, roadmap, and execution of our digital retention initiatives. This individual will be responsible for enhancing the end-to-end digital experience that drives customer loyalty, customer save rate and incremental growth. The ideal candidate is a strategic thinker with strong data acumen, a customer-first mindset, and a proven track record in building high-performing digital journeys that retain and re-engage users.
MAJOR DUTIES AND RESPONSIBILITIES
Own the digital retention experience roadmap, setting short- and long-term goals aligned with company growth and churn reduction targets.
- Define and execute the digital strategy to engage and retain customers across the newly created web application designed to drive customer save-rate.
- Collaborate with Product, Design, Engineering, Marketing, and Analytics teams to bring retention features and campaigns to life.
- Leverage customer journey analytics, offers and pricing insights and instincts to push forward pricing and packaging enhancements and next-best offer recommendations.
- Lead data orchestration and performance optimization, ensuring insights drive continuous improvement in retention tactics.
- Develop and manage KPIs to track customer behavior, campaign effectiveness, and cohort performance.
- Leverage segmentation, personalization, and automation tools to deliver tailored retention journeys.
- Advocate for the voice of the customer, ensuring the digital experience meets evolving needs and expectations.
- Provide executive-level reporting on retention metrics, test outcomes, and roadmap progress.
REQUIRED QUALIFICATIONS
Required Skills/Abilities and Knowledge
- Ability to read, write, speak and understand English
- Expert ability to quickly understand highly complex systems, applications, and business processes and procedures
- Demonstrated ability to lead and facilitate insight development and creative ideation
- Ability to think across disciplines, industries, cultures and scenarios
- Ability to identify issues of a highly complex nature and effectively resolve
- Ability to interface and communicate with department managers and VPs
- Ability to lead and motivate others
- Ability to critically evaluate and interpret data
- Self-starter who is able to work independently
- Demonstrated consistent history of identifying and questioning assumptions and finding creative and effective solutions
- Effective flowcharting and process documentation skills
- Effective analytical and project management skills
- Expert Excel data analysis skills
- Strong business acumen and sense of urgency to achieve business results
- Expert foundation in Agile development and best practices
- Expert foundation in reporting, data mining, and predictive modeling
- Expert understanding of telecommunications industry and the products and services offered
- Advanced verbal, interpersonal and written communication skills and a proven ability to work well with people at all levels and across all functions of the organization to achieve success
Required Education
Bachelor's degree or equivalent experience
Required Related Work Experience and Number of Years
Consulting and/or Business Analysis experience - 10+
Experience in project planning and operational analysis - 8+
Experience leading strategic engagements - 6+
Prior Leadership - 5+
PREFERRED QUALIFICATIONS
Preferred Education
Master's degree
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MPD834 2025-52390 2025
Here, employees don't just have jobs, they build careers. That's why we believe in offering a comprehensive 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.
Get to Know Us Charter Communications is known in the United States by our Spectrum brands, including: Spectrum Internet®, TV, Mobile and Voice, Spectrum Networks, Spectrum Business and Spectrum Reach. When you join us, you're joining a strong community of 95,000 employees working together to serve more than 31 million customers in 41 states and keep them connected to what matters most.
Who You Are Matters Here We're committed to growing a workforce that reflects our communities, and providing equal opportunities for employment and advancement. EOE, including disability/vets.
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The diversity of experience available 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.
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