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
Deliverable
product features
Required skills
Strategic planning, Cross-functional collaboration, Data analysis, Stakeholder management, Written communication, Customer journey mapping
Preferred skills
Industry trend analysis, Executive presentation, Digital channel optimization
Responsibilities
Develop customer communications strategy across billing and collections lifecycle; Define communication requirements for enterprise-wide retention journeys; Monitor customer feedback and performance metrics to identify improvement trends; Partner with stakeholders across Legal, PR, and Operations to ensure messaging consistency; Collaborate with product and technology teams to optimize digital communication channels; Use data analytics to measure communication effectiveness and drive continuous improvement.
Seniority
Manager, strategic planning & cross-functional leadership