Director of Customer Experience and Success

Central Coast Community Energy • Monterey, CA

3d • Hybrid

About The Position

Central Coast Community Energy (3CE) is seeking a motivated Director of Customer Experience and Success to join our team! This position works under the general direction of the Chief Customer Officer and provides strategic leadership for 3CE's customer-facing operations, including Customer Account Services, Key Accounts, Customer Experience, Customer Intelligence, CRM strategy, and Call Center operations. The Director is responsible for developing a customer-centered strategy that strengthens customer trust, retention, and long-term relationships while ensuring customers can confidently understand their energy costs, evaluate available options, and participate in clean energy programs. This position establishes service standards, guides customer strategy, oversees operational performance, leverages customer intelligence, and ensures that customer perspectives are incorporated into organizational planning and decision-making. The Director oversees Customer Account Services, Call Center operations (whether internally managed or outsourced), CRM and customer intelligence systems, customer experience initiatives, and strategic customer engagement. The Director also evaluates future customer service models, including the potential transition to an in-house call center, while ensuring operational excellence, fiscal responsibility, and continuous improvement. This position exercises supervision over staff.

Requirements

• Bachelor's degree in Business Administration, Public Administration, Communications, Sustainability, Energy, Environmental Studies, or a related field.
• Ten (10) years of progressively responsible leadership experience in customer experience, customer success, customer operations, utilities, public agencies, sustainability, or related fields.
• At least three years supervising professional staff.
• Experience leading customer-facing operations, account management, CRM systems, or customer service organizations.
• Experience managing complex customer relationships and cross-functional initiatives.
• Executive leadership and strategic thinking.
• Strong coaching and organizational development skills.
• Excellent judgment and political awareness.
• Ability to translate complex technical information into understandable customer communications.
• Expertise in customer experience strategy, CRM systems, analytics, and continuous improvement.
• Strong analytical and problem-solving abilities.
• Exceptional written, verbal, and presentation skills.
• Ability to build trust across customers, employees, executives, and community stakeholders.
• Commitment to public service, innovation, transparency, and customer success.

Nice To Haves

• Experience within Community Choice Aggregation, electric utilities, public power, or the clean energy industry.
• Salesforce, Marketing Cloud, Tableau, AI-enabled customer service platforms, or similar technologies.
• Experience with utility rates, billing, distributed energy resources, demand response, electrification, or customer energy programs.
• Experience working with elected officials, governing boards, and public agencies.

Responsibilities

• Develop and lead 3CE's customer experience and customer success strategy.
• Establish organizational vision, priorities, service standards, and performance expectations.
• Build a proactive customer success model that strengthens customer trust, retention, and long-term engagement.
• Advise executive leadership regarding customer trends, emerging risks, service gaps, and opportunities.
• Serve as the organization's senior voice of the customer.
• Ensure customer considerations are incorporated into organizational planning, operational changes, communications, and program design.
• Foster a culture of accountability, innovation, collaboration, and continuous improvement.
• Lead all aspects of customer service operations and customer experience.
• Design operational frameworks and service delivery models that improve customer outcomes.
• Establish service standards, quality assurance programs, escalation procedures, and operational KPIs.
• Oversee customer issue resolution for complex or high-profile customer concerns.
• Prepare and manage departmental budgets.
• Develop operational policies, procedures, and performance metrics.
• Continuously evaluate opportunities to improve efficiency, service quality, and customer satisfaction.
• Establish customer segmentation and account management strategies.
• Guide executive-level relationships with public agencies, commercial customers, and strategic partners.
• Develop standards for account planning and customer retention.
• Participate in high-level customer meetings involving executives, elected officials, and public agencies.
• Strengthen customer relationships through proactive engagement and strategic outreach.
• Oversee internal or outsourced call center operations.
• Evaluate future operating models, including the potential transition to an in-house call center.
• Establish workforce planning, quality assurance, training, and performance management programs.
• Monitor vendor performance and contractual service standards.
• Ensure customer inquiries are resolved accurately, consistently, and efficiently.
• Lead development of customer intelligence capabilities that improve organizational decision-making.
• Oversee Salesforce CRM, Marketing Cloud, customer analytics, dashboards, reporting systems, and case management.
• Develop customer performance metrics that identify opportunities, risks, and service trends.
• Leverage AI and automation to improve customer service, knowledge management, self-service capabilities, call routing, and workflow efficiency.
• Partner with Information Technology and Data Analytics to ensure technology investments improve the customer experience.
• Support development of predictive analytics that strengthen customer engagement and retention.
• Help customers understand increasingly complex energy rates, bills, and market conditions.
• Develop strategies that connect customers with programs supporting electrification, distributed energy resources, batteries, demand flexibility, and energy resilience.
• Partner with the Department of Energy Solutions to align customer engagement with emerging energy technologies.
• Use customer insights to inform future program development, pricing strategies, and service offerings.
• Position 3CE as a trusted long-term energy advisor.
• Collaborate with Communications, Energy Solutions, Regulatory Affairs, Finance, Rates, Information Technology, Data Analytics, and Executive Leadership.
• Ensure customer insights inform agency priorities.
• Support development of customer-facing communications and executive presentations.
• Improve coordination among departments to resolve customer issues efficiently.
• Establish customer experience goals and customer journey standards.
• Lead customer satisfaction surveys, listening sessions, complaint analysis, and customer feedback initiatives.
• Improve customer communications and service delivery processes.
• Develop knowledge management systems supporting accurate and consistent customer information.
• Monitor customer satisfaction, participation, retention, complaint trends, and operational performance.
• Recruit, supervise, coach, mentor, and evaluate assigned staff.
• Build a high-performing, customer-centered culture.
• Establish individual and team performance expectations.
• Prepare reports and presentations for the Chief Customer Officer, CEO, Executive Team, and Board of Directors.
• Manage consultants and vendors supporting CRM, customer service, and operational initiatives.

Benefits

• 90% employer paid coverage for employee plus family coverage for health insurance.
• 100% employer paid for single coverage towards medical, dental, and vision.
• Up to $2400 annually towards flexible spending benefits.
• $3600 towards HRA.
• $1,000 per fiscal year for health, wellness, or EV reimbursement.
• 457 deferred compensation.
• 180 hours annually PTO on an accrual basis per pay period.
• $50.00 monthly cell phone allowance.

What This Job Offers

• Job Type: Full-time
• Career Level: Director