Program Manager, Self-Service (Utility Customer Service)

Purpose

The Program Manager, Self-Service will plan and execute initiatives/projects that support established non-live customer service channels. This includes IVR systems, web and mobile applications, and emerging AI-powered platforms. Managing projects that drive measurable improvements in customer experience and adoption such as seamless customer experiences, reduced call volume, and digital adoption. A key objective of this role is to build performance frameworks that track and support improvement by designing experiences that are easy to use, available in real-time, and responsive to customer needs. This leader will coordinate efforts across teams to help maintain performance standards and support operational goals.

Accountabilities

• Inspires excellence through strong communication of the company's vision and strategic targets to support a motivated and positive work culture. Support initiatives that enhance system reliability, scalability and integration across the customer journey.
• Ensure all digital channels are intuitive, accessible, and aligned with customer preferences. Coordinates emergency response, ensuring all parties are trained on emergency policies and procedures. Continuously improve channel performance through customer feedback, usability testing, and analytics. Develops and enhances process documentation through regular review and as required from regulatory, state and or new project implementation requirements.
• Use data to tell the story of customer interactions across channels, identifying opportunities for improvement and innovation. Monitor and report on key metrics such as containment rate, CSAT, and digital adoption. Collaborate with analytics teams to develop dashboards and insights that inform strategy.
• Performs duties in compliance with laws, regulations, company policies and procedures.  Adheres to Liberty security policies.  Provides accurate information regarding Liberty services and guidelines. Coordinates emergency response, ensuring all parties are trained on emergency policies and procedures.

Education and Experience

• Bachelor degree or equivalent professional experience
• 5+ years of direct experience
• Ability to develop and manage project plans and procedure documentation.
• Able to use AI and stay familiar with automation trends. Deep understanding of IVR systems, web and mobile platforms.
• Knowledgeable with multiple systems and platforms to ensure seamless customer experiences.
• This position requires periodic travel to locations in the United States and occasionally to other US locations and head office in Canada.  A valid passport is required for international travel.