Senior Director, Digital Strategy & Operations

JOB SUMMARY

We are seeking a visionary Senior Director, Digital Strategy and Ops to lead the strategy, roadmap, and execution of our digital retention initiatives. This individual will be responsible for enhancing the end-to-end digital experience that drives customer loyalty, customer save rate and incremental growth. The ideal candidate is a strategic thinker with strong data acumen, a customer-first mindset, and a proven track record in building high-performing digital journeys that retain and re-engage users.

MAJOR DUTIES AND RESPONSIBILITIES

Own the digital retention experience roadmap, setting short- and long-term goals aligned with company growth and churn reduction targets.

• Define and execute the digital strategy to engage and retain customers across the newly created web application designed to drive customer save-rate.
• Collaborate with Product, Design, Engineering, Marketing, and Analytics teams to bring retention features and campaigns to life.
• Leverage customer journey analytics, offers and pricing insights and instincts to push forward pricing and packaging enhancements and next-best offer recommendations.
• Lead data orchestration and performance optimization, ensuring insights drive continuous improvement in retention tactics.
• Develop and manage KPIs to track customer behavior, campaign effectiveness, and cohort performance.
• Leverage segmentation, personalization, and automation tools to deliver tailored retention journeys.
• Advocate for the voice of the customer, ensuring the digital experience meets evolving needs and expectations.
• Provide executive-level reporting on retention metrics, test outcomes, and roadmap progress.

REQUIRED QUALIFICATIONS

Required Skills/Abilities and Knowledge

• Ability to read, write, speak and understand English
• Expert ability to quickly understand highly complex systems, applications, and business processes and procedures
• Demonstrated ability to lead and facilitate insight development and creative ideation
• Ability to think across disciplines, industries, cultures and scenarios
• Ability to identify issues of a highly complex nature and effectively resolve
• Ability to interface and communicate with department managers and VPs
• Ability to lead and motivate others
• Ability to critically evaluate and interpret data
• Self-starter who is able to work independently
• Demonstrated consistent history of identifying and questioning assumptions and finding creative and effective solutions
• Effective flowcharting and process documentation skills
• Effective analytical and project management skills
• Expert Excel data analysis skills
• Strong business acumen and sense of urgency to achieve business results
• Expert foundation in Agile development and best practices
• Expert foundation in reporting, data mining, and predictive modeling
• Expert understanding of telecommunications industry and the products and services offered
• Advanced verbal, interpersonal and written communication skills and a proven ability to work well with people at all levels and across all functions of the organization to achieve success

Required Education

Bachelor's degree or equivalent experience

Required Related Work Experience and Number of Years

Consulting and/or Business Analysis experience - 10+
Experience in project planning and operational analysis - 8+
Experience leading strategic engagements - 6+
Prior Leadership - 5+

PREFERRED QUALIFICATIONS

Preferred Education

Master's degree

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