Cedar Rapids, Iowa
Arlington, Virginia
Arlington, Virginia
Posted: 06-Mar-25
Location: Manassas, Virginia
Type: Full Time
Categories:
Preferred Education:
Additional Information:
Internal Number: 1313
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
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.
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