Director, SCANA Customer Care

IGS Energy • Ohio Remote, OH

7d • $127,480 - $203,970 • Remote

About The Position

The Director of Customer Care provides strategic and operational leadership and direction to a team of managers and senior professional-level employees within the Solutions Center (in-house call center.) This leader oversees a high-volume, multi-functional customer care operation that includes customer service, retention, renewal, and back-office support teams. This role is accountable for end-to-end performance across the customer servicing lifecycle, including customer satisfaction, complaint rates, retention, and cost-to-serve with a strong emphasis on building a deep, high-performing leadership bench that can scale with SCANA Energy’s growth and evolving customer needs. The Director is responsible for championing SCANA Energy’s unique commitment to customer experience by shaping and sustaining a consistent, differentiated brand voice across all customer interactions. This includes ensuring every touchpoint aligns with enterprise brand standards and delivers a seamless, high-quality experience that reflects SCANA Energy’s dedication to service excellence. The role balances execution of near-term priorities with long-term strategy, driving operational excellence, cultural alignment, and market competitiveness, all while keeping customer experience at the heart of organizational decisions and actions.

Requirements

• Strong analytical acumen with a good understanding of factors that impact P&L performance.
• Strong strategic thinking and problem-solving skills, with the ability to address complex operational challenges and translate strategy into execution.
• Demonstrated ability to build, develop, and sustain high-performing leadership teams, including succession planning and leadership pipeline development.
• Proven expertise in people leadership and organizational capability building, with a track record of elevating manager effectiveness and driving engagement and retention.
• Experience defining, implementing, and governing customer experience standards and brand voice across multi-channel customer environments.
• Ability to partner cross-functionally to ensure alignment between brand strategy and operational execution.
• Strong experience implementing quality assurance frameworks, performance metrics, and continuous improvement processes to drive consistency in customer experience.
• Demonstrated ability to drive results, lead change, and foster a culture of continuous improvement.
• Ability to manage multiple priorities and initiatives simultaneously in a fast-paced, deadline-driven environment.
• Exceptional communication, influencing, and interpersonal skills, with the ability to align stakeholders and reinforce consistent messaging across the organization.
• Bachelor's degree in business, marketing, or related area.
• 8-10 years of leading Solutions Center operations.
• Applicants must be authorized to work in the US on a full-time basis. Unfortunately, a current or future need for sponsorship is not supported or available for this position.

Responsibilities

• Lead a multi-layered Customer Care organization, including frontline call center teams, supervisors, and supporting operational functions across service, retention, and customer support.
• Oversee both customer-facing and back-office servicing functions, ensuring seamless delivery across channels and touchpoints.
• Build, develop, and sustain a strong leadership team, including succession planning, leadership pipeline development, and ongoing coaching that elevates managerial capability and accountability at all levels.
• Establish clear expectations and frameworks for leadership excellence, ensuring managers consistently demonstrate strong people leadership, performance management, and talent development practices.
• Foster a culture of ownership, accountability, and continuous improvement, with leaders fully equipped to drive results and engage their teams.
• Drive modernization of customer care tools, processes, and performance metrics to improve efficiency, reduce cost-to-serve, and enable scalable, data-driven delivery of a high-quality customer experience.
• Own and operationalize the SCANA Energy brand voice, ensuring it is clearly defined, embedded in training and quality processes, and consistently executed across all customer touchpoints.
• Partner with Marketing, Product, and senior leadership to ensure alignment between brand promise and customer experience delivery, closing gaps between intent and execution.
• Implement governance, quality assurance, and performance metrics to measure adherence to brand voice and experience standards, driving continuous improvement in customer perception and satisfaction.
• Collaborate with marketing, customer experience, revenue integrity and insights teams to address high-level strategic challenges, focusing on long-term sustainability, growth, and competitive positioning in order to improve retention and service outcomes.
• Translate high-level strategic goals into actionable plans and initiatives at the departmental/functional level, ensuring alignment with organizational objectives.
• Uphold and promote organizational values while reinforcing a customer-centric culture that reflects the company’s brand and service expectations.

Benefits

• Comprehensive coverage including medical (plus free telehealth), dental, vision, and employer health savings account contributions.
• Robust support through Headspace and free mental healthcare visits for you and your dependents.
• Extensive assistance with Maven, paid family and caregiver leave, and fertility, adoption, and surrogacy services.
• Strong financial foundation with a 401(k) plan, company match, and access to financial wellbeing tools.
• Paid time off, tuition reimbursement, paid leaves, employee hardship fund, and a wide range of additional perks.

What This Job Offers

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