Customer Experience Manager

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

WHAT WE OFFER:

• 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

If you're ready to take the next step towards advancing your career, apply today! NOVEC is an equal opportunity employer and participates in E-Verify. We do not provide sponsorship for this position.