Director, CX Operations & Strategy

Arizona Public Service - APS; Phoenix (AZ); On-site; USD 110,000 - 180,000; Full time

Job summary

Arizona Public Service in Phoenix seeks a senior leader to drive the customer care center strategy and deliver exceptional customer experiences. You will oversee day-to-day operations, set performance standards, and build cross-functional partnerships to optimize costs and service levels.

The role requires extensive experience in customer service leadership, strong analytics, and the ability to lead diverse teams toward measurable improvements in efficiency and engagement.

Qualifications

• BA or BS in Business, Marketing or related field.
• Ten years of customer service experience (utility industry preferred) or equivalent.
• Five years 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, and workforce management).
• Define and track key metrics, monitor service goals, analyze variances, and implement process improvements.
• Manage care center technology vendors and contracts, including RFI/RFP processes, negotiations, and performance tracking.
• Assume full authority for care center budgets, monitor variances, and ensure cost efficiency.
• Select, develop, and motivate leadership and staff.
• Partner with senior leadership and cross-functional teams to maximize program effectiveness.

Skills

Customer service leadership

Team development

Strategic partnerships

Education

BA or BS in Business, Marketing or related field

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

Internet

Job description

Arizona Public Service in Phoenix seeks a senior leader to drive the customer care center strategy and deliver exceptional customer experiences. You will oversee day-to-day operations, set performance standards, and build cross-functional partnerships to optimize costs and service levels.

The role requires extensive experience in customer service leadership, strong analytics, and the ability to lead diverse teams toward measurable improvements in efficiency and engagement.