Role Summary

This Senior Manager is an integral member of the Unified Customer Communications (UCC) team – advancing a customer-centric and holistic approach to customer communications strategy.  In this role, the individual will report to the Director of Unified Customer Communications and work collaboratively with Strategy, Brand, Technology, Analytics, Execution, Product, Customer Care, Operations, Digital, and Business Operations teams, among others to develop, implement and optimize enterprise-wide communications strategy and orchestration that supports our business objectives and brand promise. 

Primary Responsibilities and Essential Functions

Supports overarching UCC objectives by leading Comms Reimagining and Comms Optimization strategy development and comms orchestration improvements that drive improved CX and strong financial/business value.

Collaborates with Marketing, Operations, Technology, and Wireless teams to garner consensus on comms strategy value case priorities and sequencing, including a strong partnership with BusOps on value identification and business case support.

Partners with the Analytics team to identify advanced reporting needs. Analyzes performances trends, CX insights, and best practices and translates them into ideal state strategies including Comms Reimagining priorities, Keep/Stop/Start, and other optimization opportunities.

Serves as key Strategy liaison between UCC Team, Comms Strategy, Journey, and Business Owners in Comms Reimagining process:  current state, pain-point and gap analysis, target state blueprinting, and implementation support (tech integration, business rules, suppression, testing). 

Partners with Comms Strategy, Brand, CommsTech, and Implementation team on defining and refining core comms standards and best practices. 

Consults with Comms Tech application owners and Technology teams to identify new comms tools/technology capabilities and integration needs for optimal execution of comms strategy.

Supports key Strategy Change Management activities including cross-functional communications – particularly with Comms Strategy teams, enterprise-wide announcements, key leadership presentations, and ongoing “Lunch and Learn” best practice sessions and other info-sharing forums. 

Manages day-to-day operations with strategy consulting agency; effectively manages within a matrix environment, working with Comms Strategy, Technology, Brand, and Execution partners and Unify supporting team members.

Management of Opex and Capex dedicated to UCC, as well as identifying opportunities to reduce communications costs, execution costs and, transactions.  

What’s In It For You?       

You do great work for us, so It’s only fair we offer you incentives that inspire you to live your best life.

You’ll be rewarded with highly competitive pay, plus other compensation perks you’ve come to expect (e.g., 401k + company match, comprehensive medical benefits, etc.) and others you may not (e.g., flexible time off policy, tuition reimbursement for academic pursuits, adoption assistance, pet insurance and more…)

We value our people. That means you’ll work within a culture and with a team that values your leadership, your experience, your contributions, and you – yes, you – as a person. We believe recognition is important, and Cox Communications strives to celebrate those who help make us successful every day.  We also encourage diversity and support inclusion; we want you to do you and feel comfortable doing so.

We also offer boundless opportunities for growth; you can sharpen your skills, learn a new talent, join a mentoring program, even earn an advanced degree. You’ll find the potential for lateral or upward career growth within the Cox family businesses, including the innovative startups in transportation mobility, clean tech, and more.

Qualifications:

Minimum

7 or more years of experience required in related field (Marketing, Communications, etc)

5 or more years of experience required if candidate possesses a related advanced degree

Experience managing marketing or operational communications programs and working with strategy, technology, brand, execution, and analytics teams

Experience implementing new or improving existing business processes

Strong collaboration and consensus building skills

Excellent verbal, written and presentation skills

Experience working with business operations team to develop value cases and measure performance to anticipated value

Process orientation, ability to mulitask and work effectively in a heavily matrixed and virtual environment.  

Agency management experience, including day-to-day operations

Strong financial acumen and understanding of operations.

Requires strong knowledge of Microsoft Word, Excel, PowerPoint, and Teams and other collaboration tools such as Mural and Visio

Preferred

BS/BA degree in related discipline strongly desired (i.e. Marketing, Business, etc.). 

3 or more years of experience in a management role or leading cross functional projects preferred

Experience working with CX and research teams 

Strong understanding of communications best practices (inclusive of strategy, creative and execution)

Experience in telecommunications industry desired

Who We Are

About Cox Communications

Cox Communications is committed to creating meaningful moments of human connection through broadband applications and services. The largest private telecom company in America, we proudly serve six million homes and businesses across 18 states. We're dedicated to empowering others to build a better future and celebrate diverse products, people, suppliers, communities and the characteristics that makes each one unique.

About Cox 

We are the Cox family of businesses. We’ve been making our mark since 1898 by building and evolving world-class businesses, staying true to our values, and encouraging top talent to always look for growth and impact while building a career with us.  Our primary divisions – Cox Communications and Cox Automotive – are driving a new wave of innovation, powering smart cities with powerhouse broadband communications and pioneering greener, more progressive transportation alternatives for individuals and fleet operators.  We’re also expanding into new spaces like cleantech and healthcare to rev up our momentum toward building a better future for the next generation.  We’re looking for the talent today who will be our leaders tomorrow. Sound intriguing? Learn more about where we are today, where we hope you’ll be going with us, and the common purpose that unites us at coxenterprises.com. 

Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO).  For more details on what benefits you may be offered, visit our benefits page.  

Cox is an Equal Employment Opportunity employer – All qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.

Statement to ALL Third-Party Agencies and Similar Organizations:  Cox accepts resumes only from agencies with which we formally engage their services.   Please do not forward resumes to our applicant tracking system, Cox employees, Cox hiring manager, or send to any Cox facility. Cox is not responsible for any fees or charges associated with unsolicited resumes.