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Madison, Wisconsin Spectrum
The Spectrum Director of Sales Operations for Spectrum Community Solutions (SCS) will actively and consistently supports all efforts to simplify and enhance the customer experience, reporting, and project management of Consumer MDU (Multi Dwelling Unit) related activities. Responsible for developing and implementing best practices for MDU Operations consistently across all KMAs and providing support for systems such as SalesForce and Billing. Works with the Consumer MDU Sales Team, Billing Operations, Legal Team, Customer Care, Marketing Science and other functional areas. Responsible for project management as assigned. The position reports to the Sr. Director, MDU Operations.

Actively and consistently support all efforts to simplify and enhance the customer experience
Work with Corporate and KMA cross-functional groups to develop and incorporate best practices throughout the enterprise
Work with Billing Operations to define and support MDU billing requirements including billing integration associated with acquired systems
Assist with the development and provide ongoing support for SaleForce and other CRM systems and tools used in the MDU organization
Assist in developing MDU processes and procedures for new bulk products such as MDU Bulk WiFi and MDU Bulk Voice
Assist with managing and supporting MDU Operations processes for commissions, revenue sharing, and door fee payments
Work with Business Planning to provide financial analysis and Consumer MDU performance reports for all relative metrics
Assist with managing the capital funding process
Assist with budget preparation and analysis
Participate in developing training and support tools for MDU Operations
Adheres to industry specific local, state, and federal regulations, as applicable
Understands and follows company policies
Performs other duties as requested by manager

Skills/Abilities and Knowledge
  • Ability to read, write, speak and understand English
  • Ability to communicate with employees, customers, suppliers, in person, on the phone, and by written communications in a clear, straight-forward, and professional manner
  • Ability to communicate with all levels of management, company personnel, vendors/service providers, and customers (new and existing)
  • Ability to perform strategic planning
  • Ability to conduct complex negotiations
  • Ability to analyze and interpret data
  • Ability to listen to an interpret the needs of the customer
  • Ability to handle multiple projects and tasks
  • Ability to maintain confidentiality
  • Ability to make decisions and solve problems while working under pressure
  • Ability to prioritize and organize effectively
  • Ability to show judgment and initiative and to accomplish job duties
  • Ability to supervise and motivate others
  • Ability to use automated reporting and analysis applications preferred
  • Ability to maintain professional demeanor in stressful situations
  • Ability to use personal computer and software applications (i.e. word processing, spreadsheet, etc.)
  • Knowledge of Microsoft Office
  • Knowledge of marketing strategies and procedures
  • Knowledge of cable and telecommunications industry, products and services
  • Demonstrated leadership qualities
Education 4-year college degree in business, marketing or related field of study, or equivalent experience.

Related Work Experience
5 years of Experience with Customer Service
5 years of Experience with billing systems
5 years of Experience with data management and analysis
5 years of Experience with Field Operations systems and processes
5 years of Experience with process development and documentation
5 years of Experience in a similar capacity within the cable television, residential
Property management, or real estate development industries experience

Office environment
Travel required
Exposure to moderate noise levels
Associated topics: analyst, business growth, business intelligence, client, franchise owner, franchise operator, inside sales, mba, sales, wholesale