Director, Digital Operations

This posting has been extended beyond it's anticipated closing date.

JOB SUMMARY

We're looking for a strategic and execution-focused Director of Digital Operations to support our high-performing Digital Retention team. This leader will be responsible for overseeing digital performance analytics, ensuring operational excellence, and bridging efforts between digital and offline retention programs. The ideal candidate is highly analytical, deeply collaborative, and able to translate complex performance trends into clear, executive-ready narratives.

MAJOR DUTIES AND RESPONSIBILITIES

Performance Management & Insights

• Monitor and analyze the performance of digital retention initiatives
• Own the digital retention data pipeline, ensuring timely, accurate, and actionable reporting
• Provide weekly, monthly, and quarterly readouts to executive stakeholders, surfacing key insights, risks, and opportunities

• Serve as the operational liaison between digital and offline retention teams (e.g. call centers, field teams)
• Ensure campaign alignment across channels and coordinate timing, messaging, and audience strategies
• Manage feedback loops to continuously improve customer retention efforts across touchpoints

• Identify and implement tools, processes, and workflows that enhance digital retention efficiency
• Drive data governance practices and partner with analytics, marketing ops, and SDIT teams to optimize data quality
• Support budget tracking, vendor relationships, and KPI alignment across the digital retention ecosystem

• Lead a small team of analysts and operations specialists (as applicable)
• Act as a thought partner to digital retention leadership, helping to shape roadmap and strategy
• Foster a culture of accountability, innovation, and continuous improvement

• Ability to read, write and speak the English language to communicate with employees, customers, suppliers, in person, on the phone, and by written communication in a clear, straight-forward, and professional manner.
• Work through complex, enterprise level issues with a methodical approach.
• Possess a self-motivated, competitive spirit and desire to manage and motivate team.
• Carry a positive and professional demeanor.
• Detailed orientated with exceptional analytical skills.
• Ability to effectively negotiate with vendors and partners to drive optimal sales volume.
• Knowledge of sales strategies and procedures
• Knowledge of pricing, contract and billing procedures
• Ability to travel to multiple locations.
• Knowledge and ability to use computer and software applications.
• Expert knowledge of telecommunications products and services
• Outstanding leadership skills to function as a strategic business leader able to align with company.
• Advanced knowledge of all functions and related tasks in the area of retail and sales operations

• Bachelor's degree or equivalent industry experience required.

• Management experience 10+ years
• Sales management experience in the cable/telecommunication industry 8+ years
• Program management experience 5+ years
• Digital marketing experience with a proven track record of driving performance 3+ years

• Office environment