Sr. Manager, Multilingual Communications - Mobile Customer Experience

JOB SUMMARY
The Senior Manager of Multilingual Communications is responsible for managing the development of relevant in-language Mobile communications to ensure we deliver an industry-leading customer experience across multiple customer service channels. The Sr. Manager will support the Director to collaborate with cross-functional teams who lead the Mobile strategy, roadmap prioritization, journey/experience mapping, and the identification of opportunities to improve the experience, all through the customer lens.

This role requires strong Spanish-language content development abilities as well as creativity, technical proficiency and operational excellence. The ideal candidate will have a proven track record in Spanish-language content management, content QC and customer experience and operations in the Mobile category.

MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently supports all content creation, management, quality control and delivery of the breadth of Spanish-language and Bilingual communications. Support the Director in the implementation and centralization process for content creation enterprise-wide and assure consistency in order to provide a holistic customer-centric experience in the customer's language of choice for customer-facing communications, agent, technician, customer service, and digital and non-digital communications.

Must have advanced knowledge of standard concepts, practices, and procedures of writing copy for print and Web. Blend an array of ideas and concepts into a single cohesive message while maintaining the voice of the business. Write clear and persuasive copy for different media platforms.

Mobile Customer communications type include but not limited to: Billing, appointment reminders, change of service, T&Cs, Outages & troubleshooting, onboarding and lifecycle content, Collections, Retail collateral and in store posters, helpful hints and support content.

Spanish-language content outputs will include but not limited to: Spectrum.net, My Spectrum App, Virtual Agent, and Self-Service Activation Microsites.

Update and maintain a universal Spanish-language glossary and checklists for consumers, category and Charter terminology to ensure consistent tone/voice.

Guide three agencies and establish content ticket request tool for internal stakeholders with relevant timelines, QC procedures and standards.

Deliver relevant content from end-to-end customer experience for multiple service channels.

Participate in ideation and concept explorations, as well as partner with Product, Call Center, Field Operations, Engineering, and other internal business units to define content product strategies and business requirements.

Work with the UI/UX team to create prototypes, guide focus groups and usability testing, and identify and eliminate pain points.

Work with Product and Marketing to plan and execute customer engagement and marketing campaigns through digital tactics; develop tracking, optimize customer Call to Action/landing page experience, and prepare/analyze campaign results.

Manage/guide and mentor two direct reports.

REQUIRED QUALIFICATIONS
Skills/Abilities and Knowledge

• Ability to read, write, speak and understand English and Spanish.
• Customer-centric thought leader
• Shows excellent command of the English and Spanish-language with a knack for sentence structure, context, syntax and grammar
• Effective communication, leadership and presentation skills
• Effective facilitation, brainstorming and collaboration skills
• Acute ability to assess and understand the data to "tell the story"
• Understanding of the customer lifecycle journey
• Ability to manage multiple projects while coordinating efforts across a variety of functional areas
• Ability to prioritize and organize effectively
• Extensive knowledge of emerging digital trends and technologies
• Ability to influence internal and external key stakeholders and build consensus
• Ability to develop strong working relationships with peers and project members
• Ability to provide leadership and direction to cross-functional and virtual teams
• Ability to communicate with all levels of management and company personnel
• Ability to make decisions and solve problems while working under pressure
• Ability to drive results within a matrixed organization
• Effective written and verbal communications skills
• Ability to think independently
• Self-starter

Education
BA/BS in Marketing, Communications, or equivalent work experience

Related Work Experience
Experience in English and Spanish-language content development/copy editing/writing, proofing, QC and developing content/programs to improve customer experience - 5+ years
Project management experience - 3+ years
Ability to multi-task and handle large volume of projects and demanding deadlines

PREFERRED QUALIFICATIONS
Skills/Abilities and Knowledge
Fully bilingual with abilities to write and speak Spanish and English fluently

Education
Marketing communications, Certified Spanish-language translator

Related Work Experience
Spanish-language teachers, Spanish-language copy editors/writers and Hispanic advertising/Marketing - 7/8+ years.

WORKING CONDITIONS
Office environment
RCUBR