Director Customer Experience Operations

aps•Deer Valley, AZ

2d•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. Summary The 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.
Proficiency with Microsoft Word, Excel, Outlook and Internet.

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.

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.