JOB SUMMARY
The VP, Community Solutions Product & Engineering leads the Customer Experience, Product & Technology, Engineering and Service Operations teams within Community solutions, and is responsible for ensuring the competitive position of Community Solutions products and services in the Residential Bulk Market through delivery of a superior customer experience, specialized products, and engineering & operations support. Determines the requirements of Community Solutions offerings across multiple product platforms, agent tools, Digital Self-Service, and engineering operations. Sponsors and defines business rules/requirements for customer experience, product/technology initiatives, and engineering outcomes on behalf of Community Solutions. Coordinates the release of new products and solutions in the marketplace.
MAJOR DUTIES AND RESPONSIBILITIES
Lead operations, engineering and customer experience teams in developing and launching products and services that drive sales growth through an unparalleled customer experience. Define product standards, identifying gaps and scoping product initiatives to ensure Community Solutions maintains a competitive advantage. Oversee the execution of Managed WiFi activation and implementation efforts for customers. Drive the support of network reliability, intelligence and provide network change management to promote proactive network augmentations and maintenance.Develop and maintain a holistic roadmap of Community Solutions’ customer experience, product, and technology initiatives and sponsor the execution of the roadmap in a matrixed organization through both small and large scale projects (from establishing requirements through development, testing and launch). Define quantifiable goals related to customer experience, digital adoption, and new product adoption and measure actual results. Collaborate closely with other business area to execute on deliverables: partner with Sales Operations, Field Operations, Product and Engineering to determine and document business rules and standards for the technology and architecture required to scale Community Solutions; collaborate with Customer Service to determine Agent tool enhancements required for Community Solutions; partner with Market Research and develop mechanisms for continuous customer feedback; attend key Client meetings with Sales to obtain direct customer feedback.Monitor the competitive landscape and market conditions to identify opportunities, issues, and risks impacting the customer experience, product, technology, and engineering. Maintain industry expertise through industry publications, industry events, client meetings, and market research. Lead the analysis, definition, prioritization, delivery, and reporting of a portfolio of customer experience initiatives. Leverage Sales and Market Intelligence to track competitor’s technology and product features.Oversee the capital and expense budget associated with development new of products, services, digital enhancements with the customer experience, and applicable engineering and operational activities. Manage vendor relationships, including vendor performance, service agreements and negotiations.REQUIRE QUALIFICIATIONS
Required Skills/Abilities and Knowledge
Ability to communicate verbally, in writing, and through formal presentations across all organizational levels, including the ability to influence senior management and translate complex concepts for broader audiencesAbility to lead a large, multi-level team engaged on multiple complex projects and manage multiple projects while coordinating efforts across a variety of functional areasAbility to influence and build consensus among senior management and other key internal and external stakeholdersAbility to develop strong working relationships with peers and project membersAbility to develop business/organizational strategies, translate strategies into solid implementation plans, and drive results while working under pressureUnderstanding of ongoing technical developments within the cable, telecommunications, and related industriesHighly proficient in core cable architecture and technology, hardware and software development lifecycle and processes, and agile and waterfall project management methodologiesProficient in finance and accounting, in particular with respect to understanding business results and developing and presenting business plans.Required Education
BA/BS required or equivalent work experience
Required Related Work Experience and Number of Years
Technology/ Product Development experience – 10 years
People leadership experience – 7 years
Cable / Telecommunications industry experience – 5 years
PREFERRED QUALIFICATIONS
Preferred Skills/Abilities and Knowledge
Preferred Education
Master’s degree preferred
WORKING CONDITIONS
Office environment
Travel as required
Job Code : XEN001
2025-47406
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A qualified applicant’s criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.
FCC Unit: HQ452 Business Unit: Community Solutions Zip Code: 06902
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