Manager Customer Solutions and Lifecycle

Arizona Public Service generates reliable, affordable and clean energy for 2.7 million Arizonans. As the state’s largest and longest-serving energy provider, our more than 6,000 dedicated employees power our vision of creating a sustainable energy future for Arizona.

Summary

The Manager Customer Solutions and Lifecycle

is responsible for overseeing the development, execution, and performance of customer-focused strategies, programs, and solutions across the organization. This includes managing the Customer Assistance Solutions, Customer Lifecycle, and Customer Solutions teams, with a focus on creating a frictionless customer experience that aligns with business goals. This role will ensure all teams work collaboratively to optimize customer interactions, enhance satisfaction, and drive solution engagement growth across both residential and business customer segments. The Manager will lead cross-functional initiatives, engage in data-driven decision-making, and provide thought leadership in shaping the strategic direction of customer solutions and lifecycle programs.

Minimum Requirements

- Bachelors' Degree in Marketing, Business or related business discipline

- Ten (10) years of marketing, customer experience, operations or program management experience, including significant leadership experience.

- Expertise in program management, customer experience improvement, customer lifecycle strategies, and data analysis.

- Proven experience in managing cross-functional teams and building strong relationships across various business units.

- Excellent verbal and written communication skills, with the ability to engage at all organizational levels.

- Strong analytical mindset, able to use data insights to influence strategic decisions.

- Proficiency with Microsoft Word, Excel, Outlook, and customer engagement tools like MS Customer 360, CC&B, APS.com, and related platforms.

Preferred Special Skills, Knowledge or Qualifications:

- Knowledge of marketing strategies, tactics, research techniques, segmentation, value-based marketing and sales.

- Excellent professional written and verbal communication skills and strong interpersonal skills.

- Demonstrated success in managing large teams.

- Record of establishing priorities and achieving results.

- Ability to establish and maintain effective working relationships with various levels of personnel and other departments.

- Proficiency with Microsoft Word, Excel, Outlook and Internet.

Major Accountabilities

1) Oversee the development, execution and alignment of strategies and initiatives for Customer Assistance Solutions, Customer Lifecycle Strategies, and Customer Solutions to maximize customer satisfaction and operational efficiency and drive innovation in customer engagement ensuring best practice across all customer facing programs.

2) Collaborate and lead cross-functional teams to implement customer solutions and lifecycle initiatives ensuring alignment and consistency in the delivery of highly satisfying customer solutions and experiences.

3) Establish and utilize key performance metrics for customer experience initiatives and performance, lead efforts in utilizing data metrics to measure and optimize customer lifecycle effectiveness.

4) Advocate for and drive continuous improvement enhancements of customer facing solutions based on customer feedback, data analysis, and CXI process to optimize customer journeys and improve engagement.

5) Manage and mentor the team members, provide coaching, recognition, feedback, and development opportunities to ensure continuous growth and alignment with company objectives.

6) Monitor and manage the departments budgets, to include expenditures of department and resources are allocated efficiently to ensure all customer programs are delivered within scope, on time, and within budget.

7) Oversee the development, road mapping, and implementation of customer solutions, ensuring alignment with customer needs, business goals, and technological capabilities to enhance customer experience and streamline internal processes.

8) Identify emerging trends in customer behavior/engagement and regularly evaluate customer assistance, lifecycle and solution strategies. Apply and adjust tactics to meet evolving customer expectations and business needs.