Liberty Utilities Director Customer Care, Central Region in Joplin, Missouri
Director Customer Care, Central Region
Title:Director Customer Care, Central Region
Department:Customer Care, Billing Operations, Credit & Collections
Liberty Utilities, a subsidiary of Algonquin Power & Utilities Corp, is a $10+ billion North American diversified generation, transmission and distribution utility. The distribution business group provides rate regulated water, electricity and natural gas utility services to over 750,000+ customers in the United States. The transmission business group invests in rate regulated electric transmission and natural gas pipeline systems in the United States and Canada.
Our vision is to be the utility company most admired by customers, communities and investors for our people, passion and performance. The Director Customer Care reports reports directly to the Vice President of Customer Care and has overall responsibility for just over 150 employees in the meter to cash operations which consists of Customer Service including walk-in offices, Billing, Credit & Collections, Meter Data Service, Contract Centers, Utility Specialist and Marketing and Communications teams for Liberty Utilities ‘Central Region. This currently includes 6 companies in US state to over a quarter million customers. The Central Region will continue to expand its footprint with future acquisitions.
Key responsibilities include:
Meeting/exceeding all state, regional and corporate performance goals (i.e.. service levels, customer satisfaction, regulatory, financial and employee engagement targets)
Developing and implementing standard methodologies in the Central Region with the focus of alignment across regions to drive efficiency and customer satisfaction
Supporting and leading multiple corporate strategic initiatives including the multi-year Customer First Program transformational journey focusing Liberty's customer service experience
Leading a workforce that drives a culture of engagement and collaboration
Provide leadership, direction and mentorship for direct reports. Encourage excellence through strong communication of the company's vision and strategic targets to support a motivated and positive work culture.
Ability to work in a matrix organization of geographically dispersed teams, leveraging knowledge across the organization
Identify and manage resources effectively ensuring succession plans are in place for continuity and achievement of business objectives
Lead and support key corporate strategic initiatives that expand our footprint, drive standardization to increase operational efficiencies regionally and national with customer centricity in the forefront.
Develop and adopt processes that drive best practices and consistently with an enterprise wide operational approach
Develop and lead all aspects of CSAT strategies and initiatives around the JD Power 6 key factors that drive satisfaction with vision of becoming JD Power top quartile.
Ensures key operating targets are met and the desired customer experience is achieved.
Develops, implements, monitors and reports appropriate performance measures and objectives.
Support in multiple annual rate cases, including but not limited to written testimony, technical session participation and verbal testimony
Responsible for maintaining emergency response and business continuity plan for all of Customer Care Central, ensuring all employees are trained, emergency policies and procedures are documented and reviewed on a regular basis. Provides oversight and support for local and regional storms and/or emergencies.
Ensures all escalated customer concerns and complaints are investigated and resolved and assist staff with resolution of sophisticated issues as needed
Ensure standardization and execution of Audit key controls and ITGC's for user access
Build relationships with external stakeholders such as Regulators, Union Leadership
Build relationship with internal Regulatory, Legal, IT, Field Operations, Finance, Union Leadership
Education and Experience:
Demonstrated experience developing multi-dimensional, end-to-end solutions within Customer Care that directly impact Operational, Financial, and Human outcomes
15+ years of related experience, leading large regional or national Customer Care teams
Bachelor’s Degree or equivalent
Experience managing workforce relationships with multiple unions
We are an Equal Opportunity/Affirmative Action Employer committed to building a diverse workforce as it values the knowledge, diversity and performance of our employees to make us a great company. Our Company strives to provide equal opportunity to qualified individuals with disabilities and disabled veterans. As part of our commitment, we work to ensure our application process is accessible to all candidates. If you require special assistance or accommodation during the hiring process, please notify the HR Representative.