Director Customer Experience Operations

Arizona Public Service Company; Phoenix, Northern (AZ, KY); Hybrid; USD 170,000 - 230,000; Full time

Job summary

Arizona Public Service Company is seeking a Director of Customer Experience to lead the customer care center operations and deliver an exceptional, efficient experience. The role oversees 24/7 channels, workforce planning, and quality programs, driving cost efficiency and employee engagement.

Preferred candidates bring 10+ years in Customer Service (utility sector preferred) and 5+ years in leadership, with strong communication, project management, and cross-functional collaboration skills to

Qualifications

• BA or BS degree in Business, Marketing or related field.
• 10 years' experience in Customer Service (utility industry preferred) or equivalent.
• 5 years' experience in a leadership role.
• Proven ability to develop and manage high performing teams.

Responsibilities

• Develop and execute strategies to enhance customer experience, operational efficiency, and employee engagement.
• Direct day-to-day care center operations (inbound/outbound calls, chat, email, escalations, WFM).
• Define and track key metrics, monitor service goals, and implement process improvements.
• Manage care center technology vendors and contracts, including RFI/RFP processes.
• Assume full authority for care center budgets and ensure cost efficiency.
• Select, develop, and motivate leadership and staff; coach and train teams.
• Partner with senior leadership to maximize program effectiveness and stakeholder relationships.

Skills

Leadership

Customer Service

Strategic Partnerships

Interpersonal Skills

Cross-functional Collaboration

Critical Thinking

Communication Skills

Project Management

MS Office

Education

BA or BS in Business/Marketing or related field

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

Internet

Job description

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Arizona Public Service generates reliable, affordable and clean energy for 2.7 million Arizonans. As the state’s largest and longest-serving energy provider, our more than 6,000 dedicated employees power our vision of creating a sustainable energy future for Arizona.

Summary

TheDirector of Customer Experience (“CX”)will lead the customer care center operations to deliver an exceptional, efficient customer experience. Oversees strategy and execution of short- and long-term objectives, ensuring customer satisfaction, employee engagement, and cost efficiency. Manages 24/7 inbound/outbound calls, IVR, chat, email, escalations, workforce planning, and quality programs. Drives operational excellence, continuous improvement, and leadership development while ensuring compliance, safety, and teamwork.

• BA or BS Degree in Business, Marketing or related field
• Andten (10) years' experience in Customer Service (utility industry experience preferred) or equivalent combination of education and directly related experience.
• Five (5) years' experience in a leadership role.
• Proven ability to develop and manage high performing teams.

Preferred Special Skills, Knowledge or Qualifications:

• Proven ability to develop strategic partnerships and relationships both internal and external to Customer Service.
• Demonstrates strong interpersonal skills and political savvy with the ability to navigate challenging and dynamic situations.
• Ability to work across all functional areas of the company to establish credibility and engage others to ensure the most effective solutions are in place.
• Strong critical thinking and creativity skills along with the ability to exercise sound judgment by making decisions based on accurate and timely analyses.
• Expert level communication skills demonstrated through a broad-range of written communications and presentations.
• Strong project management and process improvement focus.
• Proficiency with Microsoft Word, Excel, Outlook and Internet.

Major Accountabilities

• 1) Develop and execute strategies to enhance customer experience, operational efficiency, and employee engagement in alignment with organizational objectives. Lead the CX Strategy Council and represent the company externally as needed.
• 2) Direct day-to-day care center operations (internal and external), including inbound/outbound calls, chat, email, escalations, and workforce management. Establish goals, performance standards, and resource allocation to achieve operational and budget targets.
• 3) Define and track key metrics, monitor service goals, analyze variances, and implement process improvements. Report performance, address issues impacting customers, and build business cases for resources or investments.
• 4) Manage care center technology vendors and contracts, including RFI/RFP processes, negotiations, and performance tracking. Evaluate and implement technology solutions and best practices to optimize cost and customer experience.
• 5) Assume full authority for care center budgets, monitor variances, and ensure cost efficiency across operations.
• 6) Select, develop, and motivate leadership and staff. Drive team effectiveness through goal setting, coaching, and professional development programs.
• 7) Partner with senior leadership and cross-functional teams to maximize program effectiveness. Build strong internal and external strategic relationships.

Export Compliance / EEO Statement

This position may require access to and/or use of information subject to control under the Department of Energy's Part 810 Regulations (10 CFR Part 810), the Export Administration Regulations (EAR) (15 CFR Parts 730 through 774), or the International Traffic in Arms Regulations (ITAR) (22 CFR Chapter I, Subchapter M Part 120) (collectively, 'U.S. Export Control Laws'). Therefore, some positions may require applicants to be a U.S. person, which is defined as a U.S. Citizen, a U.S. Lawful Permanent Resident (i.e. 'Green Card Holder'), a Political Asylee, or a Refugee under the U.S. Export Control Laws. All applicants will be required to confirm their U.S. person or non-US person status. All information collected in this regard will only be used to ensure compliance with U.S. Export Control Laws, and will be used in full compliance with all applicable laws prohibiting discrimination on the basis of national origin and other factors. For positions at Palo Verde Nuclear Generating Stations (PVNGS) all openings will require applicants to be a U.S. person. Pinnacle West Capital Corporation and its subsidiaries and affiliates ('Pinnacle West') maintain a continuing policy of nondiscrimination in employment. It is our policy to provide equal opportunity in all phases of the employment process and in compliance with applicable federal, state, and local laws and regulations. This policy of nondiscrimination shall include, but not be limited to, recruiting, hiring, promoting, compensating, reassigning, demoting, transferring, laying off, recalling, terminating employment, and training for all positions without regard to race, color, religion, disability, age, national origin, gender, gender identity, sexual orientation, marital status, protected veteran status, or any other classification or characteristic protected by law. For more information on applicable equal employment regulations, please refer to EEO is the Law poster. Federal law requires all employers to verify the identity and employment eligibility of every person hired to work in the United States, refer to E-Verify poster. View the employee rights and responsibilities under the Family and Medical Leave Act (FMLA). In compliance with the Drug Free Workplace Act of 1988, the Company is committed to a work environment that is free from the effects of alcohol and controlled substances, and free from the abuse or inappropriate use of prescribed and over-the-counter medications. The Company requires employees to be subject to drug and alcohol testing that is job-related and consistent with business necessity, regulatory requirements and applicable laws.

Hybrid:Employees in hybrid roles work both in their home offices (virtually) and alongside their colleagues (in person).

In order for employees to build strong relationships and to promote meaningful in-person interactions, hybrid employees are expected to work about 40% of their time in-person at an APS or other (non-home office) location.

• Employees are expected to reside in Arizona (or New Mexico for Four Corners-based employees).
• Working from a home office requires adequate technology and an appropriate ergonomic set up.
• Role types are subject to change based on business need.

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