Director, Customer Care
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Job Description
Director overseeing customer care operations and ensuring service excellence at SCANA Energy. Leading a multi-layered organization and driving strategic initiatives for customer satisfaction and retention.
Responsibilities:
- Provide strategic and operational leadership to a team of managers and senior professional-level employees within the Solutions Center.
- Oversee a high-volume, multi-functional customer care operation.
- Accountable for end-to-end performance across the customer servicing lifecycle, including customer satisfaction, complaint rates, retention, and cost-to-serve.
- Champion SCANA Energy's commitment to customer experience and ensure alignment with brand standards.
- Lead a multi-layered Customer Care organization including frontline call center teams.
- Build, develop, and sustain a strong leadership team while ensuring strong people leadership, performance management, and talent development practices.
- Drive modernization of customer care tools, processes, and performance metrics.
- Own and operationalize the SCANA Energy brand voice across all customer touchpoints.
- Partner with Marketing, Product, and senior leadership for brand promise and customer experience alignment.
- Implement governance and quality assurance to continue to improve customer perception and satisfaction.
Requirements:
- Bachelor's degree in business, marketing, or related area.
- 8-10 years of leading Solutions Center operations.
- Strong analytical acumen with a good understanding of factors that impact P&L performance.
- Strong strategic thinking and problem-solving skills, with the ability to address complex operational challenges and translate strategy into execution.
- Demonstrated ability to build, develop, and sustain high-performing leadership teams, including succession planning and leadership pipeline development.
- Proven expertise in people leadership and organizational capability building, with a track record of elevating manager effectiveness and driving engagement and retention.
- Experience defining, implementing, and governing customer experience standards and brand voice across multi-channel customer environments.
- Ability to partner cross-functionally to ensure alignment between brand strategy and operational execution.
- Strong experience implementing quality assurance frameworks, performance metrics, and continuous improvement processes to drive consistency in customer experience.
- Demonstrated ability to drive results, lead change, and foster a culture of continuous improvement.
- Ability to manage multiple priorities and initiatives simultaneously in a fast-paced, deadline-driven environment.
- Exceptional communication, influencing, and interpersonal skills, with the ability to align stakeholders and reinforce consistent messaging across the organization.
Benefits:
- Comprehensive coverage including medical (plus free telehealth), dental, vision, and employer health savings account contributions.
- Robust support through Headspace and free mental healthcare visits for you and your dependents.
- Extensive assistance with Maven, paid family and caregiver leave, and fertility, adoption, and surrogacy services.
- Strong financial foundation with a 401(k) plan, company match, and access to financial wellbeing tools.
- Paid time off, tuition reimbursement, paid leaves, employee hardship fund, and a wide range of additional perks.
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