Director, Digital Product Insights
Employment Type: Full-Time
Industry: Executive Management
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Responsible for overseeing a highly functional team of data analysts and support engineers who are responsible for managing the front-end reporting side of Charter s industry-leading customer experience metrics platform. Enables data-driven decision making and in-time health monitoring of Charter s customer-facing products by working with Product leadership to define key product and feature-specific metrics. Assists in identifying and escalating customer experience issues that are represented in the data.
MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the customer experience.
Responsible for the definition and delivery of Product usage reporting including: metrics definition, data visualizations, and ETL requirements.
Assist VP of Product Data & Insights with project intake, roadmap, staffing plans, and budget.
Oversee the creation of automated, customer-readable reports using tools such as Tableau and Excel.
Experience working with customer experience measurements across channels.
Work with the technical and leadership team to ensure that all individual projects are appropriately supported and fully completed on time.
Ensure proper software development life cycle is leveraged for all projects.
Motivate resources through communication and awareness of project needs and business impacts.
Develop effective partnerships with corporate functional groups (Software Engineering, Operations, Care, IT, Product, etc).
Establish Quality programs across platforms to measure customer experience KPIs and drive resolutions
Skills/Abilities and Knowledge
Experience leading teams of data analysts and data scientists
Expert ability to analyze, interpret and present data
Expert skills with SQL
Expert understanding of best design and implementation practices in Tableau desktop and server
Expert knowledge of Agile development methodologies
Expert understanding of advanced analytics processes and reporting design principles
Expert ability to manage complex and diverse projects
Strong business acumen and sense of urgency to achieve business results
Ability to communicate complex technical concepts to all levels of an organization to aid in decision-making
A proven track record in managing development within a variety of technology stacks
Good working knowledge of development strategies, project management and business and technical consultancy
Ability to adapt, learn and continue to expand in Cable and IP product and system knowledge
Previous success in management of peer groups, to achieve team objectives
Proven track record for strong problem resolution techniques, ability to find solutions
Strong presentation tool skills including MS Excel and PowerPoint
Strong communication skills, verbal and written, for internal and external customers a must
Ability to balance conflicting resource demands and internal pressures with focus towards our business priorities
Ability to communicate effectively orally and electronically
Ability to make decisions and solve problems while working under pressure
Ability to communicate with all levels of management
Ability to develop, communicate and implement strategies and tactics
Ability to manage and deliver against several initiatives simultaneously
Ability to supervise and motivate others
Ability to prioritize and organize effectively
Ability to read, write, speak and understand English
Bachelor's degree in Computer Science, Engineering or related field;
Relevant Master s degree preferred, but not required
Related Work Experience
7-10+ years of Telecommunication industry leadership experience
7+ years of experience in a customer facing products/services environment
7+ years of experience working within a data platform/data analysis environment
7+ years of managing complex projects
Some travel required
Associated topics: design, engineering, manufacture, product, product manager, production, program manager, quality
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