Customer Communications Operations Manager
US-CO-Englewood
Attract-careers1
Req #: 88818
Type: Fulltime-Regular
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Overview: Beyond connecting customers to their favorite entertainment, our Video Services teams, powering DISH TV and Sling TV, deliver an award-winning TV experience to millions of customers. These dynamic teams are unwavering in their commitment to continuous innovation, ensuring the evolution of their products and the constant enhancement of the overall customer experience. Responsibilities: We're looking for a Customer Communications Operations Manager to help drive the workflow, processes, tools, strategy and data behind all of our direct-to-customer communications, including email, in-app messages, push notifications and SMS for both acquisition and retention marketing as well as transactional purposes. As the Customer Communications Operations Manager, you will be responsible for leading a team of seven while also collaborating cross functionally with adjacent teams including lifecycle marketing, product, design, billing, offers, website, customer experience and IT. This role will be at the forefront of elevating our customer communications campaigns, removing blockers that affect those campaigns both directly and indirectly, all while finding ways to further support marketing's acquisition and retention goals. In the end, success is an efficient team executing seamless campaigns with strong results. Reporting to Director of Product Operations, this role will be a key leader in supporting the company's efforts to grow, capture and sustain consumer demand for DISH and Sling via our digital communication avenues. We strive to unlock the value of our products and to put the customer first in everything we do. Key Responsibilities: * Engage in the entire end-to-end process of customer communications, including setup, deployment and monitoring * Proactively identify opportunities to leverage customer data for personalization and/or dynamic campaigns * Offer insights and ideas into segmentation, A/B testing, engagement, user experiences, best practices regarding design/functionality, new communication features and more * Maintain data integrity and ensure seamless system integration, including adherence to customer communications preferences and legal regulations * Monitor and report on key campaign metrics, such as open rates, click-through rates, deliverability, conversions and more * Design, implement and optimize workflows and process that are scalable across communications * Provide strong input on tools and platforms that are used for customer communications operations, and work with the marketing technologies team to find improvements and efficiencies * Answer to leaders and executives when questions about customer communications arise * Implement best practices for the team's day-to-day production, quality assurance and execution * Maintain a high level of excellence in the work that the customer communications team puts out * Mentor your direct reports, remove blockers that affect their workflows, and ensure they are set up for success Qualifications: Education and Experience: * 5 years of professional experience directly developing D2C communications, with a proven record of deploying successful campaigns Skills and Qualifications: * Experience with customer communications marketing technologies (e.g., Oracle Responsys, Salesforce Marketing Cloud, AWS Pinpoint, MoEngage) * Experience with project management tools (e.g. Airtable, Rally) * Experience with managing direct reports and their professional growth * Strong understanding of best practices for D2C email, in-app messages, push notifications and SMS * Understanding of regulations and compliance with CAN-SPAM * Excellent communication, collaboration and problem-solving skills
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