South Central Power Company, Ohio’s largest electric cooperative, is seeking an experienced individual to fill the position of Director of Member Experience.
This position provides leadership and direction for all functions related to the Cooperative’s contact center. The position is responsible for the development and implementation of programs and processes that will improve efficiencies, increase member satisfaction and foster goodwill between the cooperative and its members. Experience in establishing, monitoring, and analyzing key performance indicators is required. The successful candidate will have strong leadership experience that fosters a culture of coaching, team building, and development of staff.
The cooperative’s member service function is spread across the corporate headquarters in Lancaster, Ohio and 4 district offices. The position would report to our Lancaster office with frequent travel to district offices required. This position will report to the Vice President of Member Services. Direct reports include a staff of four with an additional thirty indirect reports fulfilling front-line member service responsibilities on a day-to-day basis.
Candidates should hold a bachelor’s degree in Business Administration, or a related field.
At least ten years of practical application of skills is required with at least three of those years in direct supervision. Experience in a utility or related organization is preferred.
Must have excellent interpersonal skills and be able to communicate both verbally and in writing. Must demonstrate the ability to successfully lead change, supervise personnel and deal with a variety of people under different and sometimes difficult circumstances.
Must be proficient with computer programs like Word and Excel and should have experience with Interactive Voice Response (IVR) units and call recording/monitoring equipment.
Must maintain a valid driver’s license and a good driving record.
We offer a competitive salary and comprehensive benefit package. Apply to join our team today!