Director of Customer Experience & Operations

APS (Arizona Public Service); Phoenix (AZ); Hybrid; USD 120,000 - 170,000; Full time

Benefits offered by this job

Hybrid work model

Hybrid in-person requirement (about 40

Job summary

Arizona Public Service is seeking a Director of Customer Experience to lead the customer care center operations and shape the strategy for an exceptional customer experience. The role oversees 24/7 channels, workforce planning, and quality programs, driving efficiency, engagement, and safety compliance across the organization.

Key responsibilities include managing budgets, vendor relationships, and cross-functional collaboration to deliver strategic CX initiatives and measurable results.

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 and operational efficiency.
• Direct day-to-day care center operations including calls, chat, email, escalations, and workforce management.
• Define and track metrics, monitor service goals, and implement process improvements.
• Manage care center technology vendors and contracts, including RFI/RFP processes and negotiations.
• Assume full authority for care center budgets and cost control across operations.
• Select, develop, and motivate leadership and staff; drive coaching and development.
• Partner with senior leadership to maximize program effectiveness and stakeholder relationships.

Skills

Leadership

Strategic partnerships

Customer experience

Project management

Operational excellence

Analytical thinking

Communication

Education

BA/BS in Business or related field

Tools

Microsoft Word

Microsoft Excel

Outlook

Job description

Arizona Public Service is seeking a Director of Customer Experience to lead the customer care center operations and shape the strategy for an exceptional customer experience. The role oversees 24/7 channels, workforce planning, and quality programs, driving efficiency, engagement, and safety compliance across the organization.

Key responsibilities include managing budgets, vendor relationships, and cross-functional collaboration to deliver strategic CX initiatives and measurable results.