Job Location: Greenwood Village, CO
- Can you build an Analytics and Reporting team from the ground up?
- Are you an experienced in providing thought leadership and using advanced data and analytic techniques?
- Do you desire an influential role in shaping the client Experience of a technology leader with your business expertise?
Our Company:
At Spectrum Enterprise, our goal is to foster an engaging work environment that encourages our team members to reach their full potential. We promote a culture of excellence that celebrates diversity, innovative thinking and dedication to consistently exceeding client expectations.
Spectrum Enterprise, a part of Charter Communications, Inc., is a national provider of scalable, fiber technology solutions serving America’s largest businesses and communications service providers. The broad Spectrum Enterprise portfolio includes networking and managed services solutions: Internet access, Ethernet access and networks, Voice and TV solutions. Spectrum Enterprise’s industry-leading team of experts works closely with clients to achieve greater business success by providing solutions designed to meet their evolving needs. More information about Spectrum Enterprise can be found at enterprise.spectrum.com.
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Highlights:
As the Director of Experience Analytics & Reporting, you are a critical part of the Experience team that strives to deliver a distinct experience. You lead a team using data-driven methodologies to identify and quantify client drivers, business impacts and predict outcomes. You develop, implement, report and analyze client drivers and metrics for many client groups.
You work with large data sets, including client sentiment, operational data and business data to analyze, report and measure key point indicators. You partner cross-functionally to ensure emerging and relevant Experience insights can be successfully leveraged. You report directly to the Senior Director of Experience Intelligence for goals and guidance.
Position benefits:
- Competitive salary with a long-term incentive plan.
- 100% company match 401(k) up to 6%.
- Pretax childcare spending account.
- Paid holidays, vacation days, personal days and sick days.
- Employee discount on spectrum services where available.
What you will do:
- Achieve company objectives through the development and deployment of advanced analytics and architecture, proactive operational solutions, machine learning deployment and data visualization and dashboards based on client data.
- Design, develop, deploy and improve proactive intervention models and machine learning algorithms to capture client data.
- Develop and manage relationship with senior executives and group partner leadership to ensure alignment with company objectives.
- Guide the department by developing and executing the analytics roadmap strategy, managing a team of advanced Call Analysts and coaching junior team members.
- Support company imperatives by providing analytic leadership and facilitating the implementation of advanced analytical systems and tools.
- Improve the ability to determine root cause analysis by identifying and implementing call analytics processes and reporting systems.
- Work closely with the Call Center Operations support teams to implement and manage process improvements.
- Mitigate risks by proactively identifying out-of-compliance processes that impact the client experience.
- Maintain, prioritize and communicate process improvement data to all departments to ensure alignment of the organization.
- Serve as Project Manager to complete Call Driver interrelated projects.
- Perform audits and maintenance/currency of audits to ensure call driver data integrity.
- Provide business case analysis to support recommendations for continuing and implementing new initiatives.
- Coordinate the collection of information and required data to complete the monthly Shared Services status reports.
- Improve business outcomes by leveraging knowledge in analytics to explore new methods.
- Visualize and report data findings creatively in a variety of visual formats that to appropriately provide insight to technical and non-technical users.
- Conduct root cause analysis of operational trends to identify variations in key performance indicators.
- Implement, evaluate, report and analyze department initiatives to ensure consistency with corporate initiatives.
- Evaluate current processes and procedures to identify areas in need of improvement or optimization.
- Lead process improvement activities to assess actual realized improvements.
- Improve the department by fostering a culture of consistency, accountability and continuous improvement.
Required keys for success:
- Six or more years of experience managing people or teams.
- Eight or more years of advanced analytics or consulting experience.
- Domain expertise analyzing big data in the cable, media, telecommunication and wireless industries.
- Experience assisting business stakeholders formulate data issues, structuring work to resolve the issue and coordinating with a team to execute the analysis.
- Track record of visualizing and communicating quantitative analysis in a clear, precise and actionable manner.
- Strong statistical skills and knowledge of variety of analytical approaches to apply to different issues.
- Extensive experience solving analytical issues using quantitative approaches.
- Ability to analyze the results of models and algorithms and optimize speed and accuracy.
- Technical skills in report development and analytics with the ability to perform critical thinking in data analysis and process.
- Demonstrated leadership, mentoring and team and relationship building skills.
- Prioritization and organizational skills with the ability to multi-task and perform in a fast-paced environment.
- Proven ability to effectively communicate identified opportunities as a result of process and analysis to the operations.
- Business planning and forecasting skills with the ability to focus on the overall strategy of the region.
- Confidence when developing and facilitating data-driven reports and presentations to executive leaders.
- Effective written and spoken English communication skills with all levels of an organization.
How you will stand out from the crowd:
- Experience forming, leading and growing a new Analytic function.
- Credible thought leader who can guide a team and engage in senior level conversations with expertise on emerging trends and technologies.
- Ability to provide strong vision and guidance while enhancing and developing a team culture of trust and commitment.
- Confident presenter skilled in communicating insights to non-technical audiences.
- Excellent collaborator with the ability to build rapport and gain trust.
- Familiar with Voice of Customer data collection and platforms, such as Qualtrics.
- Strong technical skills, including database queries and programming languages.
- Proficiency with Tableau server or other data visualization tools.
- History of applying methods and techniques to large client base in business-to-business (B2B) environment
- Track record of developing analytical frameworks, roadmaps and metrics for the broader organization.
Your Education:
- Bachelor’s degree in computer science, information systems, business administration or a related field, or an equivalent combination of education, training, and experience (required).
- Master’s degree in a related field (preferred).
- Six Sigma certification (preferred).
CDA730 308419 308419BR
Here, employees don’t just have jobs, they build careers. That’s why we believe in offering a comprehensive pay and benefits 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.
The pay for this position has a salary range of $120,700.00 to $213,900.00. The actual salary offer will carefully consider a wide range of factors, including your skills, qualifications, experience and location. Also, certain positions are eligible for additional forms of compensation such as bonuses.
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