VP, Customer Experience & Operations

EPB; Chattanooga (TN); On-site; USD 120,000 - 180,000; Full time

Job summary

EPB seeks a strategic leader to head Customer Relations, overseeing billing, payments, contact center operations, outage communications, and customer programs. You will champion an empathetic, efficient customer service approach while protecting EPB’s financial interests.

Responsibilities include aligning experience strategy with the enterprise plan, leveraging CRM and CS platforms, and guiding a large, multi-layer team to deliver consistent results.

Qualifications

• Bachelor’s degree in Accounting, Finance, Statistics or equivalent.
• Significant leadership experience in customer service, utility operations, or a similar complex service.
• Experience with utility billing, customer information systems, contact centers, and digital platforms is preferred.
• Strong written and oral communication skills.
• Ability to organize, lead, motivate, and supervise a large workforce with multiple levels.

Responsibilities

• Lead EPB’s Customer Relations team to deliver professional, courteous service across billing, payments, contact center ops, outages and programs.
• Oversee end-to-end customer experience and ensure policy adherence while protecting financial interests.
• Drive customer experience strategy with Brand Strategies and enterprise-wide initiatives.
• Improve outage communications through all channels and coordinate with operations and field staff.
• Promote EPB products/services within customer support activities and analyze feedback for improvements.
• Monitor metrics like satisfaction, first-contact resolution, and billing accuracy to drive improvements.

Skills

Leadership

Customer Service

Communication

Operations Management

Analytics

Education

Bachelor’s Degree in Accounting/Finance/Statistics

Tools

CRM platforms

Customer information systems

Job description

EPB seeks a strategic leader to head Customer Relations, overseeing billing, payments, contact center operations, outage communications, and customer programs. You will champion an empathetic, efficient customer service approach while protecting EPB’s financial interests.

Responsibilities include aligning experience strategy with the enterprise plan, leveraging CRM and CS platforms, and guiding a large, multi-layer team to deliver consistent results.