Manager, Encor Customer Experience & Operations

Highlights of the job

We are hiring a Manager, Encor Customer Experience & Operations [Full-Time Permanent] working out of our Edmonton or Calgary office. This opportunity is open to internal or external candidates. Current EPCOR Employees, please ensure that you are using your “@epcor.com” email address to apply. This position is eligible to participate in EPCOR’s Where We Work hybrid program depending on business needs and upon meeting the eligibility requirements.

If you are a creative and customer-minded professional energized by progressive marketing ideas—you've found an exciting opportunity! Likewise, if you relish the idea of joining an entrepreneurial and innovative team where you can be the expert in customer experience—Encor by EPCOR is just the right fit for you!

As the Manager, Encor Customer Experience & Operations, you will be accountable for providing leadership, project management, and specialized expertise in customer experience and operations. Your role will involve enhancing and differentiating Encor’s customer experience while managing day-to-day customer issues to support acquisition, retention, and the Encor brand in a highly competitive market.

Reporting to the Senior Manager, Encor Marketing, you will act in a multi-dimensional capacity as an advocate, customer experience designer, market research champion highly skilled project manager and analyst. Additional responsibilities include developing clear communications to engage customers and collaborating with colleagues in Energy Services and Information Technology (IT) to develop solutions -- overseeing the resolution of customer experiences, issues and concerns. 

What you’d be responsible for

Annual Business Planning:

• Providing input to the strategic plans and directions of the business unit.
• Ensuring optimal results by defining performance goals, monitoring and reporting results against pre-defined performance metrics for customer experience and operations serving Encor’s internal clients or external customers.
• Aligning budget decisions with broader organizational goals and market trends; identifying budget requirements for annual customer initiatives; managing day-to-day budget oversight and approving operational expenditures consistent with the provision of best-in-class customer service, annual work plans, and operations.

Customer Experience Strategy:

• Leading the development of a research-based strategy that reflects customers' current and evolving needs; enhances customer satisfaction and loyalty; accelerates enrollment; and differentiates Encor’s brand as a superior experience.
• Adopting an overall view of customer experience along with Energy Services, including reviewing self-serve technology platforms, Integrated Voice Response (IVR) experiences and call center performance.
• Considering integration opportunities to ensure Encor’s interests and its customers' interests are represented in the larger EPCOR customer service plans.

Customer Operations and Success Measurement:

• Managing with all Encor customer touchpoints to ensure the customer experience strategy is implemented, measured and performs to a high standard with team members in Energy Services and Encor.
• Interacting with internal stakeholders and direct reports to provide messaging and execution advice to get work back on track when customer systems or delivery is off target.
• Educating the call center team on new Encor programs and promotions related to customer experience initiatives to ensure a seamless customer experience and maintain and build agent engagement.
• Presenting recommendations and preparing reports to senior leadership and other stakeholders to drive business decisions related to customer experience and operations.

Operational Excellence & Issues Management:

• Collaborating with Encor Leadership to review customer escalation issues and determine the best course of action for resolution that benefits both the customer and Encor.
• Leveraging insights from issues and customer research to improve customer experience strategy and operations where appropriate.
• Ensuring team members within Encor and Energy Services apply key messaging, suggested response strategies, and empathize with customers to determine win-win solutions for the business and customers.
• Overseeing the design, review, and implementation of Encor’s Customer Experience processes and policies with Encor and Energy Services team members to ensure compliance with policies, standards, regulatory requirements and to mitigate risks.
• Ensuring adherence to internal processes, procedures, and standards, or outlined Service Level Agreements (SLA) between Encor and Energy Services.
• Leading the development and implementation of process changes to ensure effective and efficient service delivery.

Relationship & Collaboration:

• Fostering cross-functional relationships to position the team as a key partner to all internal and external stakeholders.
• Consulting with stakeholders to ensure mutual understanding of issues or opportunities and seeking information to create effective solutions.
• Representing Encor in cross-functional customer experience discussions for EPCOR’s overall customer experience transformation.
• Liaising with affiliate providers or vendors to execute complex projects that improve customer experience and make being an Encor customer irresistible, while also considering EPCOR customer needs.

Team Leadership:

• Leading a high-functioning Customer Experience and Operations team, fostering a culture of ownership and innovation through effective hiring, talent development, organizational structure, and succession planning.
• Creating positive momentum to drive high team engagement through effective collaboration, team activities, coaching and mentorship.

What’s required to be successful

• Bachelor’s degree in business, psychology, conflict management, economics, sociology, marketing or related field is required.
  • A PMP certification would be considered an asset.
• Experience that includes:
  • 10 years directly related experience in customer strategy and innovation or experience in community relations.
  • Strong business acumen and understanding of customer experience strategy and innovations in the Canadian, specifically Alberta Utilities industry.
• Experience in applying project management principles and methodologies to complex initiatives.
• Ability to analyze campaign or project data to make change recommendations and improve results.
• Proven experience in complex research studies and knowledge of research practices.
• Experience leading people and engaging them to do their best work.
• Expert in relationship management, de-escalation and collaboration.
• Understands the big picture and the implications of decisions made within and beyond the business unit.
• Excellent communications skills including writing, editing, reporting and ability to work collaboratively in cross functional teams to achieve defined KPIs and goals.
• Exceptional attention to detail, along with problem solving skills and the ability to think critically from multiple perspectives.

Other important facts about this job

Jurisdiction: MGMT

Hours of work: 80 hours biweekly

Application deadline: April 20, 2025 (11:59pm)

EPCOR Employees: Please ensure that you are using your “@epcor.com” email address.

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Please note the following information:

• A requirement of working for EPCOR is that you are at least 18 years of age, successfully attained a high school diploma (GED, or equivalent level of secondary education) and legally entitled to work in Canada. (A copy of a valid work permit may be required.)
• If you are considered for the position, clearance on all applicable background checks (which may include criminal, identity, educational, and/or credit) and professional reference checks is required. Some EPCOR positions require an enhanced level of background assessment, which is dictated by law. These positions require advanced criminal record checks that must also be conducted from time to time after commencement of employment.
• A technical/practical assessment may be administered during the selection process and this exercise will be used as a part of the selection criterion.