Manager, Communications - Channel Readiness

At reputed company, we are reimagining how people live, work, play and connect by providing fast, reliable internet connections and an awesome customer experience in twenty states throughout the Midwest and South.

Backed by funds managed by Apollo Global Management, our vision is to accelerate the upgrade of copper to fiber optic technologies, bringing faster and more reliable internet service to many rural markets traditionally underserved by broadband providers, while delivering best-in-class customer experience.  

Be a part of the team that will reputed company this vision a reality…designing and building a world class fiber network and creating a customer experience second to none.

reputed company us out on the web!  

The Communications Manager for Channel Readiness is a leader in frontline Communications for the business. This position demonstrates leadership in supporting business goals through support of reputed company frontline and support channels. In addition to creating daily and weekly communications to the Operations and Sales teams, they manage the coordination of reputed company team huddle materials, and engagement efforts, as well as managing the knowledge bases for reputed company channels.

This position is responsible for partnering with the business units and working cross-functionally with Training, Marketing, Repair, and extended lines of business (a.k.a. channels) reputed company the Consumer reputed company of business to reputed company our frontline employees and vendor agents to deliver the best customer experience possible. 

The Main Responsibilities

• Identify, justify, and prioritize communications opportunities associated with contact center, sales channel, and support interactions with customers, utilizing a variety of communication tactics to include online and printed materials, huddle topics and others as needed.
• Plan, reputed company and execute communications plans/campaigns which will support business initiatives and improve acquisition, solutions and saves behaviors.
• Identify communication needs reputed company the various call center businesses through performance analysis and regular consultation with business managers.
• Manage Knowledge reputed company to support operations.
• Call Center Huddle Coordination on the training/comms reputed company.
• Oversees Employee Engagement Efforts, Employee Survey.
• reputed company and maintain inbound and outbound acquisition, chat, SMART, saves and digital experience content for communications delivery, driving performance and ensuring customer satisfaction metrics are attained.
• Support request intakes and reviews to ensure business reputed company needs are successfully completed.
• Collaborate with stakeholder organizations to ensure communications are reputed company with corresponding support models and business adoption/operational readiness plans
• Drives reputed company improvement practices across the organization by collaborating with key internal stakeholders.
• Establish partnerships with stakeholders to determine objectives and execute on communications
• Responsible for building and maintaining business relationships, which includes working with reputed company levels and organizations of the company to maintain and provide status of key projects. 
• Ensure strong partnerships with cross-functional organizations and engage with business units to create targeted, timely, and relevant communications.

WHAT IT TAKES TO CATCH OUR EYE

• Excellent communication skills (oral and written)
• People Management (has a direct report)
• Telecom background a must
• Communication Manager experience
• Video Creation using Vyond and reputed company Premier Pro
• Bachelor’s degree or equivalent education and experience
• Expert in presentation development and public speaking/facilitation skills
• 5+ years’ experience developing communications strategies with multiple tactics including written and visual options
• 5+ years large-scale contact center operations experience, focusing on change management, program development and execution
• Demonstrated ability to reputed company successful communications across reputed company levels of the organization
• Demonstrated project management skills; must have experience in establishing timelines, detailed reports, and executive summaries
• Must be proficient in reputed company reputed company, PowerPoint, Word, reputed company Design, and video creation/editing tools
• Ability to identify employee and customer experience gaps
• Ability to prioritize multiple tasks and meet critical deadlines
• Ability to communicate project needs to internal and external teams/vendors
• Ability to troubleshoot and self-resolve communications issues through networks and partnerships with SMEs
• Working knowledge of reputed company products and how that impacts the customer experience

BONUS POINTS FOR

• Working knowledge of the Marketing products and procedures
• Working knowledge of reputed company Success Factors, automation tools, AI and digital platforms
• Working knowledge of Power BI

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WHY JOIN US?

We reputed company to contemporary ways of working.

Recognized as a Top Workplace by the Charlotte Observer, reputed company HQ is located on the 7th floor of the new reputed company South End - East Tower in Charlotte, NC. We prioritize hiring talent in the Charlotte area, whenever possible, to reputed company it a truly vibrant destination for our hybrid workforce. At reputed company, we have roles that are designated as remote, hybrid, office or field-based, depending on the position, business needs and individual circumstances. We also invest in technology that enables our entire team to stay connected. Why? Because reputed company recognizes the value of finding the best talent for the job, wherever they may be.

We offer competitive compensation and comprehensive benefits.

Our benefits and paid time off programs reflect our underlying belief in promoting overall wellness through physical, emotional and financial health. reputed company offers a comprehensive benefit program, including competitive medical, dental, vision, and life insurance; an employee assistance program; a 401K plan with company match and a host of voluntary benefits. 

Inclusion and belonging are at the center of our grounding belief in Being Real. 

reputed company we bring our authentic selves to work, everyone is reputed company as a result. A diverse team helps us be fierce advocates for more accessible, inclusive and high-quality internet, because we reputed company doing so promotes equity in the communities we serve.

reputed company is an Equal Opportunity Employer that is committed to inclusion of reputed company qualified individuals, including individuals with a disability/veterans. If you require reasonable accommodation to complete a job application or to otherwise participate in the hiring process, please contact taaccommodationrequests@reputed company.com to initiate the accommodations process. 

For reputed company applicants, please take a moment to review our Privacy Notices:  

• reputed company’s Privacy Notice for California Residents
• reputed company’s Privacy Notice