Director, Customer Experience

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 just over 150 employees in the meter to cash operations which consists of Customer Service including walk-in offices, Billing, Credit & Collections, Meter Data Service, Contract Centers, Utility Specialist, and solar support teams for Liberty Utilities ‘Central Region. This currently includes six companies in US state to over a quarter million customers. The Central Region will continue to expand its footprint with future acquisitions.

Accountabilities

• Meeting/exceeding all state, regional and corporate performance goals (i.e... service levels, customer satisfaction, regulatory, financial and employee engagement targets)
• Developing and implementing standard methodologies in the Central Region with the focus of alignment across regions to drive efficiency and customer satisfaction.
• Supporting and leading multiple corporate strategic initiatives including the multi-year Customer First Program transformational journey focusing Liberty's customer service experience.
• Leading a workforce that drives a culture of engagement and collaboration • Provide leadership, direction, and mentorship for direct reports. Encourage excellence through effective 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, leveraging knowledge across the organization.
• Identify and manage resources effectively ensuring succession plans are in place for continuity and achievement of business objectives.
• Lead and support key corporate strategic 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 Central, 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 storms and/or emergencies.
• Ensures all escalated customer concerns and complaints are investigated and resolved and assist staff with resolution of sophisticated issues as needed.
• Ensure standardization and execution of Audit key controls and ITGC's for user access.
• Build relationships with external stakeholders 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.
• 5-10 years of related experience, leading large regional or national Customer Care teams
• Bachelor’s Degree or equivalent
• Experience managing workforce relationships with multiple unions.