Group Vice President, Digital Care and User Experience

Position: Group Vice President, Digital Care and User Experience

Who we are:

Since 1995, Mediacom Communications has grown to become the 5th largest cable operator in the United States and a leading gigabit broadband provider to smaller markets. With a team of over 3,900 dedicated professionals, we are committed to bridging the digital divide between America's major cities and its smaller regions. Our fiber-rich network allows us to deliver high-speed data, video, phone, and mobile services to over 3 million households and businesses across 22 states.

At Mediacom, we are passionate about growth and innovation. We offer faster, more reliable internet service, expanded digital and HD TV choices, and advanced home security and phone solutions. As we continue to expand, we strive to remain at the forefront of delivering cutting-edge entertainment, communications, and internet products. This year, we proudly launched our new mobile phone network, further enhancing our commitment to providing innovative and comprehensive services.

To achieve this, Mediacom Communications seeks talented professionals to partner with us to meet these challenges and realize what we can imagine. Take the next step toward a dynamic and rewarding career with Mediacom Communications. Learn more about us at

Position Overview:

Responsible for transforming and leading the company’s digital customer care strategy and end-to-end user experience across digital channels. This leader will define the vision, strategy, and operating model for how customers interact with the company through web, mobile, messaging, virtual assistants, self-service, and emerging digital experiences.

The GVP will drive a customer-first digital care strategy that makes it easier for customers to purchase, activate, manage, troubleshoot, and receive support for their telecommunications products and services. This role will leverage customer insights, experience design, data, automation, artificial intelligence, and emerging technologies to reduce customer effort, increase digital adoption, improve satisfaction, and lower cost to serve.

The successful candidate will be a transformational leader who can connect customer experience strategy with measurable business outcomes and lead cross-functional teams across Product, Technology, Marketing, Care Operations, Network, Data & Analytics, and Sales.

Position Responsibilities:

Digital Care Strategy & Transformation

• Define and execute the enterprise strategy for digital customer care and self-service across the customer lifecycle.
• Establish a multi-year digital care roadmap aligned to corporate growth, customer experience, and operational objectives.
• Transform traditional assisted-care journeys into simple, intuitive, digital-first experiences.
• Increase digital adoption and migration from high-cost assisted channels to effective self-service.
• Identify opportunities to simplify policies, processes, and customer journeys to eliminate unnecessary customer contacts.

User Experience & Journey Transformation

• Own the vision and strategy for customer-facing digital experiences across web, mobile applications, messaging, virtual assistants, and other digital channels.
• Establish a consistent, seamless omnichannel experience across digital and assisted-care interactions.
• Lead customer journey mapping, experience design, usability, personalization, and continuous optimization.
• Establish experience standards, design principles, and measurement frameworks across digital touchpoints.
• Use customer research, behavioral analytics, and feedback to identify friction and prioritize improvements.

AI, Automation & Emerging Technology

• Develop and scale the use of AI, generative AI, intelligent automation, conversational AI, and predictive capabilities across customer care.
• Establish a roadmap for AI-powered self-service, personalized support, proactive communications, and agent-assist capabilities.
• Partner with Technology and Data organizations to ensure AI solutions are scalable, secure, responsible, and integrated into the broader customer ecosystem.
• Identify emerging technologies that can materially improve customer experience and care economics.

Customer & Business Performance

• Establish and own KPIs for digital care and experience, including digital adoption, containment, customer effort, NPS/CSAT, first-contact resolution, conversion, retention, and cost to serve.
• Translate customer insights into measurable business opportunities and investment priorities.
• Continuously optimize digital journeys using experimentation, analytics, A/B testing, and performance data.
• Develop business cases and ROI models for major digital care and experience investments.
• Balance customer outcomes with operational efficiency and financial performance.

Leadership & Cross-Functional Partnership

• Lead and develop a high-performing organization spanning digital care, UX, journey management, product, analytics, and/or digital transformation.
• Partner closely with senior leaders across Customer Care, Digital, Product, Technology, Marketing, Sales, Network, Finance, and Operations.
• Influence enterprise priorities and create alignment across organizations with shared accountability for the customer experience.
• Build a culture of innovation, customer obsession, experimentation, accountability, and continuous improvement.
• Develop strategic partnerships with technology providers and digital ecosystem partners.

Required Qualifications:

• Bachelor’s degree in Business, Technology, Marketing, Design, Engineering, or a related field; advanced degree preferred.
• 15+ years of progressive leadership experience in digital, customer experience, customer care, product, technology, or related disciplines.
• Significant experience leading digital transformation within telecommunications, technology, financial services, retail, or another complex consumer-facing industry.
• Demonstrated experience leading large-scale digital customer care and/or self-service transformation.
• Proven ability to improve customer experience while simultaneously delivering measurable operational and financial results.
• Strong understanding of digital product management, UX, journey management, analytics, automation, and omnichannel customer engagement.
• Experience applying AI, generative AI, conversational AI, or intelligent automation to customer experiences is strongly preferred.
• Demonstrated success leading large, multidisciplinary organizations and influencing at the executive level.
• Strong financial, analytical, strategic, and operational acumen.

Additional Information

The responsibilities listed above describe the general nature and level of work performed in this role. They are not intended to be an exhaustive list of all duties, responsibilities, or qualifications. Responsibilities may be adjusted based on business needs, team priorities, organizational changes, and the employee’s demonstrated capabilities and development.

Leadership Profile

The ideal candidate is:

• Customer obsessed — deeply understands customer needs and relentlessly removes friction.
• Transformational — challenges conventional approaches and creates a compelling vision for the future of care.
• Digital native — understands modern digital products, UX, AI, automation, data, and emerging customer technologies.
• Commercially minded — connects experience improvements to revenue, retention, productivity, and cost-to-serve outcomes.
• Enterprise oriented — builds alignment across functions rather than optimizing individual channels or organizations.
• Data driven — uses customer and operational data to prioritize investments and measure outcomes.
• An exceptional leader — attracts, develops, and inspires high-performing teams while creating a culture of accountability and innovation.
• Highly influential — can communicate effectively with customers, frontline teams, technology organizations, and the executive leadership team.

Success Measures

Within the first 12–24 months, the GVP will be expected to:

• Establish and execute a clear enterprise digital care and UX strategy.
• Increase digital adoption and successful self-service.
• Reduce customer effort and avoidable assisted-care contacts.
• Improve NPS, CSAT, and other key customer experience measures.
• Increase digital containment and first-contact resolution.
• Deliver measurable reductions in cost to serve.
• Accelerate deployment and adoption of AI-powered care capabilities.
• Simplify priority customer journeys and eliminate significant sources of friction.
• Build a high-performing digital care and UX organization.
• Establish a scalable operating model and governance framework for continuous experience improvement.

Disclaimer: The salary range for this position is $160,000.00 - $270,000.00. When making a job offer, we consider several factors in our determination, such as years of related work experience; relevant skills and qualifications; education level; and certifications/licenses.

Company Benefits:

At Mediacom, we believe that your success is our success, providing you the Power to Succeed in your career. That's why we offer a comprehensive benefits package designed to support and enhance both your personal and professional life. You'll find many advantages to joining the Mediacom team such as:

• Comprehensive Health Coverage: Including health, vision, and dental insurance to keep you and your family healthy.
• Education Enrichment: Up to $5,000 per year for professional development and educational advancement.
• 401(k) Retirement Plan: With a generous company match to help you plan for your future.
• Paid Time Off: Including vacation, holidays, and flexible paid time off to ensure work-life balance.
• Employee Discounts: Enjoy discounts on Mediacom services where available, or receive a reimbursement for internet/cable services in areas where Mediacom isn’t offered.
• Ongoing Training and Professional Development: To help you grow in your career and achieve your professional goals.
• And Much More: Additional benefits and perks!

Join the Mediacom team and experience how we’re committed to your career growth and overall well-being.

Our Awards: Mediacom is proud to have received the following recognitions: 2024, 2023, 2022, and 2021 Best Managed Companies, 2019 Best Company for Women to Work, 2017 Best Company for People of Color and Women to Work, Content & Connectivity Human Resources (C2HR)’s 2021 Social Impact Award.

Who you are matters here:

Mediacom Communications Corporation is an Equal Opportunity/Affirmative Action Employer. We are committed to Equal Employment Opportunity (EEO) for all employees and applicants for employment. Mediacom Communications Corporation prohibits discrimination and harassment based on race, national origin, religion, age, color, sex, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations. These protections extend to all employment policies, practices, and actions, including, but not limited to, recruitment and hiring; job assignments; performance management; rewards; promotions; training and development; reassignments; discipline; and separations.