Director of Customer Experience & District Operations

Navajo Tribal Utility Authority; Fort Defiance (AZ); On-site; USD 120,000 - 180,000; Full time

Job summary

Navajo Tribal Utility Authority in Fort Defiance, AZ, seeks a senior leader to oversee Customer Experience, Operations, and district-wide projects. The role emphasizes staff development, process improvement, safety adherence, and budget stewardship within a utility setting.

The ideal candidate brings extensive senior management and project leadership experience, strong collaboration across departments, and a commitment to delivering excellent customer service in a utility environment.

Qualifications

• Bachelor’s Degree in Engineering, Business or related field or equivalent experience in Business or Accounting.
• 10 years in a senior management position in utility customer service and operations.
• 7 years’ utility related project management experience.
• Bi-lingual English/Navajo preferred.
• Valid State Driver’s License required (subject to motor record review).

Responsibilities

• Collaborate with Safety and Training to maintain and enhance Safety and Training programs.
• Counsel, train, and drive corrective action to improve staff effectiveness.
• Direct supervision including hiring, training, orientation and performance evaluation.
• Set measurable customer service, call center, and operational performance objectives.
• Direct budget administration; review expenses and justify budget recommendations.
• Analyze service metrics and redesign processes to improve customer service quality.
• Contribute information for strategic plans and district initiatives.
• Audit customer services procedures and trends for improvements.
• Promote safety awareness and conduct safety meetings.
• Plan for future district development and growth of the business.

Skills

Senior management

Customer service

Operations leadership

Project management

Education

Bachelor’s degree in Engineering or Business or related field

Job description

Navajo Tribal Utility Authority in Fort Defiance, AZ, seeks a senior leader to oversee Customer Experience, Operations, and district-wide projects. The role emphasizes staff development, process improvement, safety adherence, and budget stewardship within a utility setting.

The ideal candidate brings extensive senior management and project leadership experience, strong collaboration across departments, and a commitment to delivering excellent customer service in a utility environment.