Customer Operations Communications Manager Featured
- Denver, Colorado
- Job ID
Customer Operations Communications Manager job at ViaSat in Denver CO
Description, duties, responsibilities
Customer Operations / Communications Manager
Who we are and what were looking for
Us : Were a fast-growing satellite communications company with global expansion plans in the next few years. Weve got about 700000 subscribers to our residential internet service in the U.S. as well as a growing presence on aircraft where our in-flight WiFi is upending the expectation of what being online in the air is all about.
The Gig : Viasat is seeking an experienced Customer Operations/Communications Manager to provide strategic and operational leadership for our Customer Experience functions.
As a Customer Operations/Communications Manager you will work with the Director of Customer Experience in our Customer Operations team to improve all aspects of the experience provided to Viasat customers with a particular focus on bringing customer loyalty and retention programs to market and customer messaging strategy.
Youre someone who has a passion for customers and has the skills needed to build and maintain a unique brand voice. We adore our customers and youll show them that every day as you help them understand their service their bill help them get problems solved and let them know about new plans products and services.
+ Detail Oriented : You have experience working with high standards under tight deadlines.
+ Ability to be a strategist and a tactician : You can put together the big picture pitch and work the details to ensure successful execution.
+ Thought leadership : You embrace being seen as the customer experience expert and are comfortable providing direction and counsel on best practices to team members at all levels within the organization.
+ Execute internal and external customer experience strategies in partnership with cross functional teams and subject matter experts.
+ Champion initiatives to grow or protect the value of the customer base and use internal data (e.g. customer segmentation) and external data (e.g. market trends) to bolster your business case.
+ Work to bring independent approaches together into a consistent and synergistic communication process.
+ Manage dependencies and relationships to other programs/teams to avoid duplication omission late inputs or outputs affecting the customer experience.
+ Create alliances with internal stakeholders and partners.
+ Develop and manage intake routing tracking and approval processes for key internal and external customer programs including customer communications processes and customer impacting products and programs.
+ Coordinate with internal teams to ensure delivery of key materials and information to internal and external customers within specified timelines.
+ Exercise sound judgment particularly in narrow timeframes.
+ Pay painstaking attention to important details.
+ Formulate a clear point of view on complex issues from potentially incongruous facts and individual perspectives and express it clearly and concisely.
+ Align activities around prioritized customer segments embedding the competency of customer understanding in the processes.
+ Act as the knowledge-leader for journey mapping qualitative touchpoint analysis and quantitative prioritization of experiences.
Youve got a degree or two in communications journalism or a related field. You should have at least 5 years of experience managing B2C and B2B customer experience or operations. Youve worked for a large company foundation or other organization in which communications played a key role and had a measurable impact to the business. Youre accustomed to presenting in front of large groups and to executives and being evaluated on the performance of your output helping measure results for open rate ROI churn and more.
+ Youve had some experience developing communication practices in languages other than English for an expanding global brand.
Located in the heart of the Denver Tech Center in Englewood you will be closely situated to all the culture sports and scenery that Denver has to offer.
Are you ready to grow your career with ViaSat? We encourage you to submit your resume and apply to become the newest member to our team. Once you have applied online you will be sent an automated response to let you know it has been received and someone from the recruiting group will follow up with you if there is a possible match.
ViaSat is an EEO/AA/Disability/Protected Veteran Employer. U.S. Citizenship or Lawful Permanent Residence status may be required for certain positions. For positions requiring U.S. Citizenship or Lawful Permanent Resident status verification of such status will be required upon accepting employment.
ViaSat Company Overview
ViaSat is in the business to connect the world. As a global broadband services and technology company, we are connecting international communities to the internet by offering residential internet service; enabling passengers and operations crews to stream high-bandwidth media, applications, and content when traveling globally on commercial, business or government aircraft and maritime vessels; and empowering international warfighters on the front lines of battle with real-time, secure internet-based intelligence, surveillance, and reconnaissance for high-requirement missions. We deliver and protect information – when and where it is needed most with our trusted communications ground systems, infrastructure, and services.