Director, Customer Experience Operations (Hybrid)

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

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