What are the responsibilities and job description for the Manager, Customer Experience position at NORTHERN VIRGINIA ELECTRIC COOPERATIVE?
Energize your future by joining our team at Northern Virginia Electric Cooperative (NOVEC)!
OVERVIEW:
We are seeking a Manager, Customer Experience Operations, to lead and optimize NOVEC's customer-facing service operations, ensuring a seamless, efficient, and high-quality interaction across multiple channels, with emphasis on call center initiatives, and the attainment of NOVEC goals and objectives.
This role is responsible for managing day-to-day operations, driving performance improvements, and leveraging customer insights and analytics to enhance service delivery. The ideal candidate will have utility experience, strong customer operations experience, and a passion for enhancing the customer experience across the customer lifecycle.
The ideal candidate will also have a passion for coaching and developing high performing teams.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Key Responsibilities
- Oversee daily operations of the call center and other customer facing service channels, ensuring exceptional customer support and compliance
- Implement with support, customer experience operational strategies to improve efficiency, service quality, and customer satisfaction
- Optimize self-service and digital engagement channels including IVR, web and mobile platforms to enhance the customer journey
- Collaborate with internal teams (IT, billing, field operations, etc.) to drive cross-functional improvements in customer service
Team Leadership and Development
- Lead, coach and develop a team of customer service representatives, ensuring high engagement and performance
- Foster a culture of continuous improvement, accountability, and customer-centered service
- Provide training, mentorship, and development opportunities to enhance the skills of frontline and leadership staff
Performance Management and Analytics
- Establish and monitor key performance indicators (KPIs) such as average handle time, first contact resolution, customer satisfaction, net promoter score, and service level agreements
- Leverage data analytics and customer insights to identify trends, gaps and opportunities for service enhancements
- Develop and present operational reports and recommendations to leadership
REQUIRED EDUCATION AND EXPERIENCE:
- A bachelor’s degree in business administration or an equivalent combination of education and experience is required
- 7 years of related experience including customer experience operations, customer service management or call center leadership
PREFERENCES:
- Related experience within the electric utility industry
- CXPA certification, ICMI or PROSCI certification or equivalent credentials
SKILLS & ABILITIES:
- Experience managing call center operations, workforce management, and service delivery optimization
- Strong analytical skills with experience using data-driven decision making to improve customer service operations
- Expertise in customer service technology, including CRM, IVR workforce management, and Omni channel engagement tools
- Excellent leadership and change management capabilities
- Familiarity with utility regulations and compliance requirements related to customer service
- Experience leading union and non-union workforce
- Must demonstrate a strong working knowledge of strategic planning, leadership, budgeting, change management, and project management.
- Experience developing and delivering Executive level presentations
Competitive salary and Incentive plan
Premier health benefits, including an onsite wellness center.
Survivor and Disability benefits
401(k) retirement plan with a 4% base salary match and an additional match of your contribution at a rate of 50% up to the first 12%
Life insurance
Vacation, Sick and Holiday Leave
Educational Assistance
Annual Company Events
