Director, CX & Customer Operations (Remote)

E Source; Texas; Remote; USD 180,000 - 240,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k) with company match

Company-paid life and disability

Job summary

E Source is seeking a Director, Customer Engagement to shape how our utility-focused services create impactful customer experiences. You will lead CX projects across strategy, operations, and technology, guiding client engagements and building trusted relationships with utility clients.

The role requires deep industry knowledge, leadership of cross-functional teams, and the ability to balance big-picture strategy with practical execution. Remote with travel, and a strong focus on client outcomes.

Qualifications

• At least 15 years of consulting or industry experience, including at least 8 years in consulting.
• Experience leading large customer transformations across people, process, and technology.
• Expertise in meter-to-cash and customer service operations.
• Experience working with Customer Information System (CIS) vendors and implementers.
• Willingness and ability to travel to client sites, currently estimated at about 50% of your time depending on client needs.

Responsibilities

• Lead CX projects, including strategy development, operational assessments, design thinking, journey mapping, and customer research, to identify strengths and opportunities to improve the experience for our utility clients’ customers
• Partner with our sales team during the sales process to scope solutions clearly with clients
• Lead client meetings and workshops, and work with the delivery team on project planning and status reporting
• Develop practice processes and marketing content, such as standard operating procedures, case studies, and white papers
• Develop team members in the practice through performance coaching, career development, and skill building
• Mentor consultants interested in joining the customer practice
• Build and maintain deep, trusted relationships with clients and partners so E Source remains their go-to provider
• Manage multiple project managers, technical specialists, subcontractors, and cross-functional contributors toward shared outcomes

Skills

Cross-functional leadership

Client engagement management

Strategic decisions

Energy industry knowledge

CIS experience

Mentoring leaders

Portfolio management

Budgeting & forecasting

Relationship building

Education

Bachelor’s degree in business or related field

Job description

E Source is seeking a Director, Customer Engagement to shape how our utility-focused services create impactful customer experiences. You will lead CX projects across strategy, operations, and technology, guiding client engagements and building trusted relationships with utility clients.

The role requires deep industry knowledge, leadership of cross-functional teams, and the ability to balance big-picture strategy with practical execution. Remote with travel, and a strong focus on client outcomes.