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Director, Customer Experience (Western Region)

Downey, CA, US, 90241 Tahoe Vista, CA, US, 96148 South Lake Tahoe, CA, US, 96150 Litchfield Park, AZ, US, 85340

Our purpose is sustaining energy and water for life, and it is demonstrated in everything we do as a business, and as an employee team.

At Liberty, we hire passionate people who care about doing the right thing for our customers. We are entrepreneurial, creative, and outcome-focused. Here, your natural talent and achievements will flourish in an inclusive environment of teamwork, trust and continuous learning. We are always pursuing excellence to exceed our ambitions goals, rewarding both the goal outcome and how we achieve it. 

Purpose

Our vision is to be the utility company most admired by customers, communities and investors for our people, passion and performance. The Director Customer Care reports directly to the Vice President of Customer Care and has overall responsibility for 80 employees in the meter to cash operations which consists of Customer Service including walk-in offices, Billing and Collections, as well as Marketing and Communications teams for Liberty Utilities' West Region across three U.S. states; California, Arizona and Texas providing electric, water and wastewater service to almost 200,000 customers. The West Region footprint will continue to expand with upcoming acquisitions across the region. It is anticipated to undergo substantial technology change in metering and billing.

Accountabilities

  • Meet/exceed all state, regional and corporate performance goals (i.e. service levels, customer satisfaction, regulatory, financial and employee engagement targets)
  • Develop and implement standard methodologies with the focus of alignment across regions to drive efficiency and customer satisfaction particularly through adaptation of new technology.
  • Support and lead multiple corporate strategic initiatives including the multi-year Customer First Program transformational journey focusing Liberty's customer service experience
  • Overall responsibility for internal and external communications, and media relations to drive employee engagement, customer satisfaction and customer expansion.
  • Lead a workforce that drives a culture of engagement and collaboration

Additional Responsibilities:

  • Provide leadership, direction and mentorship for direct reports. Encourage excellence through strong communication of the company's vision and strategic targets to support a motivated and positive work culture.
  • Ability to work in a matrix organization of geographically dispersed teams, using knowledge across the organization Identify and manage resources efficiently ensuring succession plans are in place for continuity and achievement of business objectives.
  • Responsible for working with Local HR in the negotiation and execution of multiple union contracts.
  • Lead and support key corporate central initiatives that expand our footprint, drive standardization to increase operational efficiencies regionally and national with customer centricity in the forefront.
  • Develop and adopt processes that drive best practices and consistently with an enterprise wide operational approach.
  • Develop and lead all aspects of CSAT strategies and initiatives around the JD Power 6 key factors that drive satisfaction with vision of becoming JD Power top quartile.
  • Ensures key operating targets are met and the desired customer experience is achieved.
  • Develops, implements, monitors and reports appropriate performance measures and objectives.
  • Support in multiple annual rate cases, including but not limited to written testimony, technical session participation and verbal testimony.
  • Responsible for maintaining emergency response and business continuity plan for all of Customer Care West, ensuring all employees are trained, emergency policies and procedures are documented and reviewed on a regular basis. Provides oversight and support for local and regional outages and/or emergencies, including after hours dispatch support for water and electric operations
  • Responsibility for communications including Outages, Wildfire Mitigation and Public Safety Power Shut Offs. Ensures all escalated customer concerns and complaints are investigated and resolved and assist staff with resolution of complex issues as needed.
  • Ensure standardization and execution of Audit key controls and ITGC's for user access.
  • Build relationships with external partners such as Regulators, Union Leadership.
  • Build relationship with internal Regulatory, Legal, IT, Field Operations, Finance, Union Leadership.

Education and Experience

  • Demonstrated experience developing multi-dimensional, end-to-end solutions within Customer Care that directly impact Operational, Financial, and Human outcomes.
  • 15+ years of related experience, leading large regional or national Customer Care teams.
  • Bachelor’s Degree or equivalent.
  • Experience leading workforce relationships with multiple unions.
  • #LI-RJ

Algonquin Power & Utilities Corp. is a growing renewable energy and utility company with over $15 billion of assets across North America and internationally.

For more than 30 years, Algonquin has demonstrated an unwavering commitment to delivering clean energy and water solutions. Our rapid growth has led both our regulated utility services and renewable energy business groups into different geographies and commodities, but our purpose remains unchanged – Sustaining Energy and Water for Life.

Through our operating business (Liberty), we provide regulated electricity, water, and natural gas utility services to over 1 million customer connections, primarily in North America. And, our growing portfolio of clean, renewable wind, solar, hydro and thermal power generation facilities represent over 3 GW of renewable generation capacity in operation and under construction.

With our robust, diversified, and growing presence in communities across North America and internationally, we are continually demonstrating our “Think Global,  Act Local” business model.

What we offer

Company funded Pension program

401k with Company match

Full insurance benefits (helath/dental/vision/life)

Collaborative environment with a genuine flexible working policy

Share purchase/match plan

Defined Contribution savings plan

Top Talent Program

Volunteer paid days off

Employee Assistance Program

Achievement fund

Free parking, including free electrical charging

 

We are focused on building a diverse and inclusive workforce.  If you are excited about this role and are not certain you meet the all the qualification requirements, we encourage you to apply to further investigate the opportunity.

We are an equal opportunity employer and value each person’s unique background, diversity, experiences, perspectives and talents. Full participation of all employees in a safe, healthy and respectful environment is key to individual and company success. We are committed to fully utilizing the abilities of all of our employees and expect each of our employees to honor this commitment in their daily responsibilities.


Nearest Major Market: Los Angeles

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