Director Customer Experience Operations

APS • Phoenix, AZ

5d • Hybrid

About The Position

Arizona Public Service generates reliable, affordable and clean energy for 2.7 million Arizonans. As the state’s largest and longest-serving energy provider, our more than 6,000 dedicated employees power our vision of creating a sustainable energy future for Arizona.SummaryThe Director of Customer Experience (“CX”) will lead the customer care center operations to deliver an exceptional, efficient customer experience. Oversees strategy and execution of short- and long-term objectives, ensuring customer satisfaction, employee engagement, and cost efficiency. Manages 24/7 inbound/outbound calls, IVR, chat, email, escalations, workforce planning, and quality programs. Drives operational excellence, continuous improvement, and leadership development while ensuring compliance, safety, and teamwork.

Requirements

• BA or BS Degree in Business, Marketing or related field
• Ten (10) years' experience in Customer Service (utility industry experience preferred) or equivalent combination of education and directly related experience.
• Five (5) years' experience in a leadership role.
• Proven ability to develop and manage high performing teams.

Nice To Haves

• Proven ability to develop strategic partnerships and relationships both internal and external to Customer Service.
• Demonstrates strong interpersonal skills and political savvy with the ability to navigate challenging and dynamic situations.
• Ability to work across all functional areas of the company to establish credibility and engage others to ensure the most effective solutions are in place.
• Strong critical thinking and creativity skills along with the ability to exercise sound judgment by making decisions based on accurate and timely analyses.
• Expert level communication skills demonstrated through a broad-range of written communications and presentations.
• Strong project management and process improvement focus.
• Proficiency with Microsoft Word, Excel, Outlook and Internet.

Responsibilities

• Develop and execute strategies to enhance customer experience, operational efficiency, and employee engagement in alignment with organizational objectives. Lead the CX Strategy Council and represent the company externally as needed.
• Direct day-to-day care center operations (internal and external), including inbound/outbound calls, chat, email, escalations, and workforce management. Establish goals, performance standards, and resource allocation to achieve operational and budget targets.
• Define and track key metrics, monitor service goals, analyze variances, and implement process improvements. Report performance, address issues impacting customers, and build business cases for resources or investments.
• Manage care center technology vendors and contracts, including RFI/RFP processes, negotiations, and performance tracking. Evaluate and implement technology solutions and best practices to optimize cost and customer experience.
• Assume full authority for care center budgets, monitor variances, and ensure cost efficiency across operations.
• Select, develop, and motivate leadership and staff. Drive team effectiveness through goal setting, coaching, and professional development programs.
• Partner with senior leadership and cross-functional teams to maximize program effectiveness. Build strong internal and external strategic relationships.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Number of Employees: 5,001-10,000 employees