Manager, Customer Experience Technology
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Job Description
Manager of Customer Experience Technology overseeing technology platforms affecting customer experience at Cable One. Collaborating with various departments to ensure platform success and enhancement.
Responsibilities:
- Serve as the Business Owner for assigned customer- and associate-facing technology platforms.
- Monitor platform health from a customer, associate, and business perspective.
- Identify issues, risks, and enhancement opportunities that improve customer and associate experiences.
- Develop multi-year platform roadmaps and investment recommendations.
- Partner with Technology on solution design, releases, integrations, and lifecycle planning.
- Define business requirements and acceptance criteria.
- Lead business acceptance testing and validate delivered capabilities.
- Manage business relationships with strategic technology vendors.
- Establish platform governance and facilitate prioritization across business units.
- Measure adoption, utilization, customer effort, associate experience, and business value.
- Participate in architecture and solution discussions representing business needs.
Requirements:
- Bachelor's degree or equivalent experience.
- 7+ years in Customer Experience.
- 7+ years Digital, Product, Technology, Business Analysis, or Operations Experience.
- 5+ years Management Experience.
- Experience serving as a business owner or strategic business lead for enterprise technology platforms.
- Experience partnering with software engineering and enterprise technology teams.
- Executive communication, vendor management, and cross-functional leadership.
Benefits:
- Medical, dental, and vision plans – start when you start!
- Life insurance (self, spouse, children)
- Paid time off (vacation, holiday, and personal/sick days)
- 401(k) - 100% company match starts day 1 of employment (up to 5% of eligible compensation)
- Group Legal plan with Identity Theft Protection
- Tuition reimbursement (up to $5,250 on 1st year)
- Annual community support to various organizations across the U.S.
- Associate recognition & awards programs
- Advancement opportunities
- Collaborative work environment
- FREE Cable One services for associates who live in a serviceable area
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