Strategic Support Manager

We are seeking a results-driven Manager of Strategic Support to lead the optimization, utilization, and expansion of our digital customer service and engagement channels. This role will focus on enhancing the customer experience across platforms such as chat, virtual assistants, email, self-service portals, mobile apps, and web interfaces. The ideal candidate will bring a blend of strategic thinking, data-driven decision-making, and operational execution to drive digital channel adoption as well as a strong understanding of the utility customer journey and a passion for leveraging technology to increase adoption, streamline service delivery, and improve customer satisfaction.

Technology projects will span Online Customer Care (self-service portals, native app), Interactive Voice Response, and our CIS system and require a progressive thinker who can connect trends of currently available or emerging technologies to specific business needs. Must be adept at building consensus among peers and system committees and flexible enough to seek and adapt creative solutions.

Along with managing the optimization and expansion of digital channels, the team is also responsible for the development of comprehensive customer communication strategies that emphasize channel adoption, product penetration, transaction conversion, and first contact resolution.

JOB REQUIREMENTS:

• Bachelor's degree strongly preferred – preferably in a business, technology, marketing, or communications discipline.

• 5+ years of experience in digital customer service, customer experience, or strategic support roles.

• Excellent leadership, communication, and project management skills.

• Strong understanding of digital customer service technologies and best practices (chatbots, knowledge bases, CRM, etc.).

• Proven track record of driving adoption and performance improvements in digital channels.

• Analytical mindset with experience using tools such as Google Analytics, Adobe Analytics, or similar.

• Experience working across matrixed organizations.

• Familiarity with agile methodologies.

MAJOR JOB RESPONSIBILITIES:

• Manage digital project portfolios, prioritizing initiatives based on impact, feasibility, and alignment with strategic objectives.

• Develop and implement strategies to increase customer adoption and satisfaction with self-serve digital channels migrating them away from agent-assisted channels.

• Keep up with evolving experience and technology trends and assess the right time and approach for adopting them to drive business value.

• Help define and lead the strategic roadmap for leveraging new technologies, identifying high impact use cases, aligning with business objectives, and driving adoption across digital channels.

• Establish benchmarks, dashboards, and performance indicators to track and report on digital effectiveness. Use this data along with customer insights to continuously improve digital channel effectiveness.

• Set clear goals, provide ongoing feedback, and foster a culture of accountability, innovation, and continuous learning.

• Champion and cultivate a culture of intentional inclusion by embedding inclusive practices into team dynamics and decision-making ensuring diverse perspectives are valued and represented.

• Foster strong cross-functional partnerships and influence key stakeholders across departments and operating companies to align digital strategies, drive integration, and ensure seamless execution of initiatives.

  Georgia Power is the largest electric subsidiary of Southern Company (NYSE: SO), America's premier energy company. Value, Reliability, Customer Service and Stewardship are the cornerstones of the Company's promise to 2.6 million customers in all but four of Georgia's 159 counties. Committed to delivering clean, safe, reliable, and affordable energy at rates below the national average, Georgia Power maintains a diverse, innovative generation mix that includes nuclear, coal and natural gas, as well as renewables such as solar, hydroelectric and wind. Georgia Power focuses on delivering world-class service to its customers every day and the Company is recognized by J.D. Power and Associates as an industry leader in customer satisfaction. For more information, visit www.GeogiaPower.com and connect with the Company on Facebook (Facebook.com/GeorgiaPower), Twitter (Twitter.com/GeorgiaPower) and Instagram (Instagram.com/ga_power).

Southern Company (NYSE: SO ) is a leading energy provider serving 9 million customers across the Southeast and beyond through its family of companies. Providing clean, safe, reliable and affordable energy with excellent service is our mission. The company has electric operating companies in three states, natural gas distribution companies in four states, a competitive generation company, a leading distributed energy solutions provider with national capabilities, a fiber optics network and telecommunications services. Through an industry-leading commitment to innovation, resilience and sustainability, we are taking action to meet customers' and communities' needs while advancing our goal of net-zero greenhouse gas emissions by 2050. Our uncompromising values ensure we put the needs of those we serve at the center of everything we do and are the key to our sustained success. We are transforming energy into economic, environmental and social progress for tomorrow. Our corporate culture has been recognized by a variety of organizations, earning the company awards and recognitions that reflect Our Values and dedication to service. To learn more, visit www.southerncompany.com .

Southern Company invests in the well-being of its employees and their families through a comprehensive total rewards strategy that includes competitive base salary, annual incentive awards for eligible employees and health, welfare and retirement benefits designed to support physical, financial, and emotional/social well-being. This position may also be eligible for additional compensation, such as an incentive program, with the amount of any bonus/awards subject to the terms and conditions of the applicable incentive plan(s). A summary of the benefits offered for this position can be found here https://seo.nlx.org/southernco/pdf/SOCO-Benefits.pdf . Additional and specific details about total compensation and benefits will also be provided during the hiring process.

Southern Company is an equal opportunity employer where an applicant's qualifications are considered without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, sexual orientation, gender identity or expression, or any other basis prohibited by law.

Job Identification: 12438

Job Category: Customer Service

Job Schedule: Full time

Company: Georgia Power