Manager, Customer Service Communications – Account Management and Billing
Core
Design and develop communications plans to support customer account management, billing, payment, and collections, ensuring a unified and consistent customer experience.
Role type
Manager, Customer Lifecycle Communications
Builds
Strategic communications roadmaps and plans for billing, payment, and collections journeys
Domain
Telecommunications / Customer Experience (CX)
Deliverable
product features
Required skills
Campaign strategy development, Cross-functional alignment, Data analysis, Executive presentation, Customer journey mapping, Written communication
Preferred skills
Industry trend analysis, Digital experience design, Stakeholder management
Technologies
Digital channels, Self-service platforms
Responsibilities
Develop customer communications strategy across the billing lifecycle; Define communication requirements for enterprise-wide retention journeys; Monitor customer feedback and sentiment to improve Net Promoter Score; Partner with Legal, PR, and Operations for messaging consistency; Collaborate with product and tech teams to optimize digital communication channels; Use performance analytics to drive continuous improvement.
Seniority
Manager, strategic planning & cross-functional leadership