Senior Director, Digital Care & Strategy

Senior Director, Digital Care & Strategy

Job ID: 2021-28436
Location:
1 Court Square, Long Island City, NY

Altice USA is a cutting-edge communications, media, and tech company. We connect people to what matters most to them; texting with friends, advertising that resonates, or binge watching their favorite show. Our differentiated approach centers around technologies that push the envelope and deliver the ultimate customer experience. We're building a workforce that attracts and retains the best talent, not only to meet the needs of our customers, but that also reflects the diverse communities we serve. We're not the only ones who have seen it; we've recently been recognized by Forbes as one of America's Best Employers as well as by the Human Rights Campaign, DiversityInc Magazine, and Cablefax for our diversity & inclusion program.

Responsibilities

Job Summary and Responsibilities

As Senior Director Customer Experience &Digital Care you are responsible for defining and operating Altice's overall customer care strategy with the specific intent of creating better and more frequently used digital options. This includes management and enhancement of existing digital support offerings and the conceptualization, design, and execution of new channel offerings. You will partner closely with operations teams to ensure effective online resolution options exist for key customer pain points. You will work directly with the SVP of consumer experience to define a long-term digital strategy based on evolving product offerings and competitive market conditions.

In this highly visible position, you will oversee all aspects of digital care operations and be responsible for driving down the need for customers to use live channels for care while reducing overall customer effort.

Work independently and lead the Digital Care business unit resources in critical strategic operations and projects including:
  • Content & channel promotion based on customer need
  • Reduction of live contact volume through proportional increase in online-resolution
  • Social/Community response & proactive engagement strategy & execution
  • Identification of new channel opportunities for digital care
  • Reduction of customer effort across all digital channels including web, app, social & on-device offerings
  • Establishment of new and improved measures for effective digital support
  • Partnership with Marketing, Community & Communications teams to ensure proper consumer awareness of our digital offerings
  • Work with the leadership team to define, the long-term vision for aligning digital channels across all Altice owned brands
  • Partner cross-functionally with product, sales and marketing teams to ensure that a digital-first strategy is executed from acquisition through retention.
  • Work with the leadership team to define, the overarching strategy and long-term plan/roadmap for customer experience & care
  • Assist SVP CX & Care with developing and driving overall Digital Strategy for Care


Qualifications

Qualifications/Requirements
  • 12+ years of strategic planning work in customer service or other relevant industry experience
  • Understanding of customer segmentation and how to leverage insights to develop product offerings
  • Experience leading product teams, conducting consumer research and managing 3rd party agencies
  • Familiarity with key customer analytics such as Customer Effort Score and Net Promoter
  • Ability to effectively communicate research findings and resulting recommendations
  • Experience growing new channel offerings and shifting consumer behaviors
  • Excellent verbal and written communication skills
  • Customer service driven with excellent relationship management skills
  • Ability to effectively engage with, and present to, all levels of management
  • Facilitate collaboration with diverse groups/stakeholders
  • Team oriented, but able to work independently and manage multiple tasks
  • Self-directed, self-motivated, and results-oriented
  • Exceptional skills in Microsoft Office, including Excel, PowerPoint and Word
  • Education: MBA Preferred, Bachelors Required

Altice USA is an Equal Opportunity Employer committed to recruiting, hiring and promoting qualified people of all backgrounds regardless of gender, race, color, creed, national origin, religion, age, marital status, pregnancy, physical or mental disability, sexual orientation, gender identity, military or veteran status, or any other basis protected by federal, state, or local law.

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