Manager, Customer Service Communications – Account Management and Billing

Are you... 

• Driven to provide the best communications experience for customers, even in difficult situations? 
• A true collaborator who can collaborate with colleagues and teammates to align on a consistent customer experience?  
• Someone who can influence even without total ownership of specific workstreams?  
• Self-motivated by learning new data, diving into customer feedback, and dissecting customer touch points and journeys to identify where there may be opportunities for improvement?   

Job Duties:

• Develop and lead the customer communications strategy across the billing, payment, and collections lifecycle, ensuring customers receive clear, timely, and transparent information that supports retention and reduces involuntary churn. 
• Define communication requirements and strategic initiatives that support enterprise-wide billing and customer retention journeys. 
• Drive alignment across customer-facing channels to deliver a consistent, seamless, and customer-centric experience. 
• Build and execute a communications roadmap that unifies billing, payment, and collections experiences across customer segments, identifying opportunities to improve engagement and outcomes. 
• Monitor customer feedback, communication performance metrics, and service-related sentiment to identify trends and implement strategies that improve the customer experience, Net Promoter Score (NPS), and brand trust. 
• Stay current on industry trends, emerging technologies, and best practices to continuously enhance communications effectiveness and customer engagement. 
• Partner with leaders and stakeholders across Customer Service, Operations, Public Relations, Government Affairs, Legal, and other business functions to ensure strategic alignment and messaging consistency. 
• Collaborate with product, technology, and digital experience teams to design, implement, and optimize communication strategies across digital, self-service, and one-to-one customer channels. 
• Lead cross-functional initiatives that improve the effectiveness, clarity, and efficiency of billing and service communications while supporting key business and customer experience objectives. 
• Use data, customer insights, and performance analytics to measure communication effectiveness, inform decision-making, and drive continuous improvement across customer journeys. 

Key Competencies

To be successful in this role, the candidate must:  

• Keep the customer experience at the forefront of everything they do 
• Be curious and push status quo  
• Be able to collaborate with cross-functional partners and have excellent relationship management skills 
• Be able to pivot with the shifting priorities of the company  
• Have strong communications & writing skills 
• Be able to create and provide analysis for executive summaries and readouts; be able to present in front of senior leadership 
• Embrace opportunities to learn more, understand data and its implications continually. 

Requirements: 

• Bachelor's Degree or equivalent 
• Generally requires 5+ years related experience 
• Communications experience with strong command of writ