Director Customer Experience Operations (PHOENIX, AZ, US, 85004-3903)

Summary

The Director of Customer Experience (“CX”) will lead the customer care center operations to deliver an exceptional, efficient customer experience. Oversees strategy and execution of short- and long-term objectives, ensuring customer satisfaction, employee engagement, and cost efficiency. Manages 24/7 inbound/outbound calls, IVR, chat, email, escalations, workforce planning, and quality programs. Drives operational excellence, continuous improvement, and leadership development while ensuring compliance, safety, and teamwork.

Minimum Requirements

• BA or BS Degree in Business, Marketing or related field
• And ten (10) years' experience in Customer Service (utility industry experience preferred) or equivalent combination of education and directly related experience.
• Five (5) years' experience in a leadership role.
• Proven ability to develop and manage high performing teams.

Preferred Special Skills, Knowledge or Qualifications:

• Proven ability to develop strategic partnerships and relationships both internal and external to Customer Service.
• Demonstrates strong interpersonal skills and political savvy with the ability to navigate challenging and dynamic situations.
• Ability to work across all functional areas of the company to establish credibility and engage others to ensure the most effective solutions are in place.
• Strong critical thinking and creativity skills along with the ability to exercise sound judgment by making decisions based on accurate and timely analyses.
• Expert level communication skills demonstrated through a broad-range of written communications and presentations.
• Strong project management and process improvement focus. 
• Proficiency with Microsoft Word, Excel, Outlook and Internet.

Major Accountabilities

1) Develop and execute strategies to enhance customer experience, operational efficiency, and employee engagement in alignment with organizational objectives. Lead the CX Strategy Council and represent the company externally as needed.

2) Direct day-to-day care center operations (internal and external), including inbound/outbound calls, chat, email, escalations, and workforce management. Establish goals, performance standards, and resource allocation to achieve operational and budget targets.

3) Define and track key metrics, monitor service goals, analyze variances, and implement process improvements. Report performance, address issues impacting customers, and build business cases for resources or investments.

4) Manage care center technology vendors and contracts, including RFI/RFP processes, negotiations, and performance tracking. Evaluate and implement technology solutions and best practices to optimize cost and customer experience.

5) Assume full authority for care center budgets, monitor variances, and ensure cost efficiency across operations.

6) Select, develop, and motivate leadership and staff. Drive team effectiveness through goal setting, coaching, and professional development programs.

7) Partner with senior leadership and cross-functional teams to maximize program effectiveness. Build strong internal and external strategic relationships.

Export Compliance / EEO Statement

This position may require access to and/or use of information subject to control under the Department of Energy's Part 810 Regulations (10 CFR Part 810), the Export Administration Regulations (EAR) (15 CFR Parts 730 through 774), or the International Traffic in Arms Regulations (ITAR) (22 CFR Chapter I, Subchapter M Part 120) (collectively, 'U.S. Export Control Laws'). Therefore, some positions may require applicants to be a U.S. person, which is defined as a U.S. Citizen, a U.S. Lawful Permanent Resident (i.e. 'Green Card Holder'), a Political Asylee, or a Refugee under the U.S. Export Control Laws. All applicants will be required to confirm their U.S. person or non-US person status. All information collected in this regard will only be used to ensure compliance with U.S. Export Control Laws, and will be used in full compliance with all applicable laws prohibiting discrimination on the basis of national origin and other factors. For positions at Palo Verde Nuclear Generating Stations (PVNGS) all openings will require applicants to be a U.S. person.

Pinnacle West Capital Corporation and its subsidiaries and affiliates ('Pinnacle West') maintain a continuing policy of nondiscrimination in employment. It is our policy to provide equal opportunity in all phases of the employment process and in compliance with applicable federal, state, and local laws and regulations. This policy of nondiscrimination shall include, but not be limited to, recruiting, hiring, promoting, compensating, reassigning, demoting, transferring, laying off, recalling, terminating employment, and training for all positions without regard to race, color, religion, disability, age, national origin, gender, gender identity, sexual orientation, marital status, protected veteran status, or any other classification or characteristic protected by law.

For more information on applicable equal employment regulations, please refer to EEO is the Law poster. Federal law requires all employers to verify the identity and employment eligibility of every person hired to work in the United States, refer to E-Verify poster. View the employee rights and responsibilities under the Family and Medical Leave Act (FMLA).

In compliance with the Drug Free Workplace Act of 1988, the Company is committed to a work environment that is free from the effects of alcohol and controlled substances, and free from the abuse or inappropriate use of prescribed and over-the-counter medications. The Company requires employees to be subject to drug and alcohol testing that is job-related and consistent with business necessity, regulatory requirements and applicable laws.