Manager, Communications Desk

This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.

Interested in leading a high-impact team that shapes how Spectrum responds to customer needs? As Communication Desk Manager, you will oversee daily operations, drive coordination during outages and service issues, and elevate communication across departments. Your leadership ensures seamless service and empowers staff to deliver exceptional results.

• Supervise and guide Communication Desk employees across multiple shifts and locations
• Coach and develop staff to achieve goals and maximize performance
• Recommend and decide on escalations and outages, ensuring quality communication with Spectrum’s Executive Leaders
• Develop techniques to analyze customer call, chat and trouble call data and identify trends, issues, and opportunities
• Establish productive relationships with operational partners to facilitate effective resolution of customer and employee facing issues
• Evaluate and improve existing processes to enhance efficiency and effectiveness
• Foster high morale by providing regular feedback and opportunities for staff input

• Must be available in an on-call capacity to support overnight issues approximately once a month from 6:00 PM to 6:00 AM
• This position is in an office environment with a hybrid work schedule. Eligible employees can work from home up to one day each week

• Bachelor’s degree in business or related field or equivalent experience

• 3+ years general management experience
• 2+ years project management experience

• Ability to motivate and lead a team through organizational change, minimizing disruption and developing staff skills
• Ability to work cooperatively with peers across Spectrum
• Ability to work well under pressure with minimal supervision
• Strong communication skills with management, peers and staff
• Excellent problem-solving skills
• Excellent analytical skills for extracting and correlating data
• Broad knowledge of cable technologies, systems and processes
• Ability to quickly learn new information and adapt to evolving technologies
• Effective coaching and mentoring skills to develop knowledge and analytical expertise in staff
• Expertise in cable technologies
• Ability to manage complex activities involving teams of at least 40 people

A qualified applicant’s criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.

Spectrum is an Equal Opportunity Employer, including job seekers with disabilities and veterans.