VP, Customer Experience, Billing & Operations

epb, Inc.; Chattanooga (TN); On-site; USD 120,000 - 190,000; Full time

Job summary

EPB, Inc. in Chattanooga seeks a proven leader to head its Customer Relations team, directing service delivery across billing, payments, contact centers, outages communications, and customer programs. This role protects the utility's financial interests while delivering a professional, empathetic customer experience.

You will establish scalable processes, leverage CRM and digital channels, mentor managers, and drive performance metrics such as first-contact resolution and customer satisfaction.

Qualifications

• Bachelor’s degree required in a relevant field or equivalent experience.
• Significant leadership experience in customer service, utility operations, or a complex service organization.
• Experience with customer information systems, billing, and digital customer channels preferred.
• Strong written and verbal communication skills.

Responsibilities

• Provide executive leadership for customer contact and service operations.
• Drive customer experience strategy and metrics across channels.
• Oversee billing, payments, collections, and service connections/disconnections.
• Lead outage communications and emergency response coordination.
• Develop and implement processes to improve customer satisfaction and efficiency.

Skills

Executive leadership

Customer service leadership

Communication skills

Operations management

Stakeholder collaboration

Education

Bachelor’s Degree in Accounting/Finance/Statistics

Tools

CRM platforms

Billing systems

Digital platforms

Job description

EPB, Inc. in Chattanooga seeks a proven leader to head its Customer Relations team, directing service delivery across billing, payments, contact centers, outages communications, and customer programs. This role protects the utility's financial interests while delivering a professional, empathetic customer experience.

You will establish scalable processes, leverage CRM and digital channels, mentor managers, and drive performance metrics such as first-contact resolution and customer satisfaction.