Digital Customer Service Jobs (NOW HIRING)

APS is Arizona's largest and longest serving electric utility, providing power for nearly 1.2 million customers in 11 of the state's 15 counties.
Since our founding in 1886, APS has demonstrated a strong commitment to our customers in one of the country's fastest growing states, earning a reputation for customer satisfaction, shareholder value, operational excellence and business integrity.
Our success derives from the creative and dedicated people of our company who demonstrate our core values of accountability, safety, integrity, and trust and respect.
At APS, we focus every day on our vision: "Creating a sustainable energy future for Arizona." We will continue to meet the energy needs of our customers with a solid combination of price and service.

The Manager of Digital Customer Solutions will be responsible for the short- and long-term strategy, execution and operations of APS customer digital experience. This includes leading the Digital Customers Solutions team and collaborative partners through strategy development, planning, day-to-day operations and management, development and maintenance of all customer digital channels including aps.com, mobile apps, alerts and notifications, and emerging digital customer engagement channels. Responsible for the cross-department governance, reporting and executive communication. Expected to provide 24x7 operations related support; emergency response as needed.  Business owner of all digital experiences created for customers.

Major Accountabilities
1) Lead a customer focused team to design, implement and manage all customer digital experience channels including APS.com, mobile apps, alerts & notifications.  Responsibilities include building the customer digitalization strategy, roadmap and management plan with a focus on customer usability. interface design, technical integration, IT coordination and communication content creation.
2) Develop and manage a digital customer program portfolio to optimize the customer experiences, utility expenses, customer savings and associated revenue in alignment with all applicable local, state and federal regulations. Establish annual goals, operational plan and budget to meet or exceed user experience, user participation, transactional and overall utilization goals. Utilize customer management system to research customer inquiries and initiate and follow-through to drive improvement.
3) Propose new programs or modification of existing programs based on customer solutions benchmarking, market research and understanding of current and emerging best practices.  Ensure customer digitalization strategies and programs are designed, implemented and operated to result in an optimal customer experience, while in line with changing regulations, technologies or business strategies. Identify and lead modifications of existing programs or development of new solutions through ideation, feasibility analysis, business case development, marketing, business planning and ultimate implementation and operation of new products or programs.
4) Lead change management initiatives to develop and improve internal business processes utilizing an agile approach.
5) Develop and manage business relationships with customer solution vendors.  Collaborate with Procurement to manage the negotiations of contracts and agreements related to pricing provisions and final contract terms with product and service providers to ensure maximum operating performance and benefit of the company's shareholders and customers. Perform monitoring, analysis, inspection and validation of vendor or third-party compliance with expected program or digital solution performance, service levels and terms and conditions.
6) Actively participate in Corporate and Business Unit Strategic Planning. Ensure customer solutions strategy is aligned with industry trends, leading practices, and complies with regulatory requirements.  Perform market or customer research to recommend strategy changes, including enhancements, new solutions or retiring of existing solutions.

Minimum Requirements
BS/BA/MS in a relevant business, information technology or digital related field and eight (8) years of related transformational delivery experience as typically obtained in one of the following areas: IT, business or financial operations. In lieu of a degree, a combination of education and experience that includes twelve (12) years of applicable business information technology, transformational delivery and/or related transformational experience. Three (3) years management experience.
Preferred Knowledge, Skill or Qualifications:
Experience with digital customer usability and experience principles and best practices, designing digital web platforms, implementing user interfaces and expertise in enterprise level digital customer communication processes and programs. Technical understanding of web and app platforms, web development, customer/user experience, alerts and notification platforms.  Experience interfacing with both technical and non-technical leaders and employees. 

All your information will be kept confidential according to EEO guidelines.

Please visit www.aps.com/careers to apply for this position.  Job # 20200654

Posted on the job board through Sunday, 11/29/2020