Vice President, Customer Care

Vice President, Customer Care

About the Company

Prominent integrated energy company

Industry
Utilities

Type
Public Company

Founded
1913

Employees
10,001+

Categories

• Electrical
• Utilities
• Energy and Environment
• Gas and Electricity

Specialties

• utility
• nuclear
• electric power production
• retail distribution operations
• energy marketing and trading
• and energy marketing and trading

Business Classifications

• B2B
• E-Commerce
• B2C

About the Role

The Company is seeking a Vice President for Customer Care with a strong background in managing omnichannel communications, including customer digital interfaces and call centers. The successful candidate will be responsible for leading and directing the operations of both in-house and outsourced call center functions, setting the vision and service strategy for all customer contact channels, and driving the adoption of self-service digital tools. This role requires a strategic leader with a proven track record in transforming customer care through continuous improvement and technology enhancements, as well as experience in vendor management, and analytics to support a customer-centric approach. Applicants for the Vice President, Customer Care position at the company should have a Bachelor's degree in a related field, with an MBA strongly preferred, and at least 10 years'' of experience in leading omnichannel contact centers, preferably in the electric utility industry. The role demands a leader with a strong analytical mindset, the ability to distill insights from data, and a focus on integrating AI into customer omnichannel experiences. The candidate must be adept at problem-solving, have a strategic thinking ability, and possess excellent interpersonal and executive communication skills. Experience in managing large transformations, driving clear accountability for performance, and a proven ability to develop employees in a diverse and inclusive work environment are essential.

Hiring Manager Title
Chief Customer Officer

Travel Percent
50%

Functions

• Marketing
• Operations