Job Details

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Job Description

Responsible for delivering and enhancing customer experience within defined profitability objectives for Avista. Plans, develops, and directs all aspects of the organization's contact centers, customer billing, credit and collections, process improvement, customer experience, and customer-facing technology systems and programs. Establishes, implements, and maintains policies and procedures that produce high-quality customer service delivery and reflect industry's best practices. Monitors programs and procedures to ensure on-time delivery and customer satisfaction. Promotes and designs technology solutions and services that allow for customer convenience as well as a positive customer experience.

Closes:

May 18, 2025

Salary Range:

Starting Range: $142,598 to $188,941

Full Range: $142,598 to $235,285

Responsibilities

• Oversee the Customer Service, Customer Experience, and Customer Facing Technology Platforms Leadership Teams, setting objectives, managing budgets, and monitoring performance.
• Drive customer operations and initiatives across departments to improve customer satisfaction and operational efficiency.
• Develop cost-effective customer service strategies, utilizing call center technologies and process improvements.
• Collaborate across the organization to enhance product and service development, customer segmentation, and data analytics.
• Identify challenges and barriers, utilizing feedback and data to inform strategies and explore new markets.
• Manage personnel including hiring, performance management, and staff development.
• Maintain alignment with other directors to ensure strategic consistency.
• Create systems to monitor service quality and foster a positive work environment.

Requirements

• Bachelor's degree in Business Administration, Management, or related field; Master's preferred.
• 8+ years of related experience, with 5+ years in leadership roles.
• Experience in multi-site contact centers or high-demand environments preferred.
• Knowledge of utility industry is a plus.
• Strong analytical, strategic, and operational skills.
• Excellent communication, leadership, and change management abilities.
• Supervisory experience and ability to motivate staff.
• Ability to influence, negotiate, and solve problems effectively.

Additional Details

This role offers hybrid work options. The candidate must work onsite at least 3 days a week, including Mondays and Tuesdays.

Application Process

Apply online by submitting your resume and cover letter. All documents must be attached at the time of application submission.

Benefits & Equal Opportunity

Comprehensive benefits include health, retirement, wellness resources, and more. Avista is an equal opportunity employer and welcomes applicants of all backgrounds.