Customer Experience Ops Leader (Supervisor II)

MEMPHIS LIGHT GAS & WATER; Memphis (TN); On-site; USD 70,000 - 100,000; Full time

Job summary

MEMPHIS LIGHT GAS & WATER seeks a Supervisor II, Customer Experience to guide leadership across critical customer-facing operations within the Customer Experience & Energy Services Business Unit, including Residential and Business Care Centers, Billing Services, Service Dispatch, and Credit Operations.

The role focuses on developing people, improving processes, solving systemic issues, and delivering measurable improvements in customer service and efficiency, with a strong emphasis on

Qualifications

• Bachelor's degree in Business Administration, Public Administration or related field.
• Associate's degree in a related field.
• High School Diploma/GED with 6–8 years in leadership, high-volume, customer-facing operations.

Responsibilities

• Directly oversee Supervisor I positions and larger frontline teams.
• Set expectations and ensure consistent execution of standards.
• Oversee complex, high-volume operations (Call Centers, Billing & Payment, Service Dispatch, Meter to Cash, Credit & Community Offices).
• Use KPIs and dashboards to drive improvements and outcomes.
• Coach and mentor Supervisor I team members and address morale or performance issues.
• Address escalations with a systemic focus and root-cause analysis.
• Translate modernization strategy into daily operations and adopt new technologies.

Skills

Leadership

Coaching

Process improvement

Performance management

Customer experience

Change management

Data-driven decisions

Education

Bachelor's degree in Business Administration or Public Administration or related field

Associate's degree in a related field

High School Diploma

Job description

MEMPHIS LIGHT GAS & WATER seeks a Supervisor II, Customer Experience to guide leadership across critical customer-facing operations within the Customer Experience & Energy Services Business Unit, including Residential and Business Care Centers, Billing Services, Service Dispatch, and Credit Operations.

The role focuses on developing people, improving processes, solving systemic issues, and delivering measurable improvements in customer service and efficiency, with a strong emphasis on