Manager Customer Experience Center

Manager Customer Experience Center

Arizona Public Service generates reliable, affordable and clean energy for 2.7 million Arizonans. Our service territory stretches across the state, from the border town of Douglas to the vistas of the Grand Canyon, from the solar fields of Gila Bend to the ponderosa pines of Payson. 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.

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 present and future success depends on the creative and dedicated people of our company who demonstrate the principles outlined in the APS Promise:
Design for Tomorrow, Empower Each Other and Succeed Together.

The Customer Experience (CX) Center Manager provides leadership, direction, and operational oversight for customer service activities focused on delivering an efficient, high-quality customer experience across voice, chat, email, and escalation channels. This role is responsible for day-to-day operational performance, workforce leadership, service delivery, and continuous improvement initiatives that enhance customer satisfaction and operational effectiveness. The manager plays a key role in translating strategic objectives into operational execution by advancing tools, technologies, analytics, and process improvements to support evolving customer experience capabilities.

This position also drives incremental operational transformation within the CX organization, helping prepare the business for enterprise-wide initiatives such as Contact Center as a Service (CCaaS), AI-enabled solutions, enhanced performance measurement, and digital customer engagement strategies. Additionally, the role collaborates cross-functionally with internal stakeholders to optimize workflows, improve team performance, and ensure organizational readiness for future CX innovations.

Minimum Requirements Bachelors in Business, Communications or related degree plus eight (8) years related experience or equivalent work experience of twelve (12) years. Three (3) years of supervisory/management experience. Significant knowledge in Call Center Technologies (Automatic Call Distributors, Interactive Voice Response, Predictive Dialer, Call Forecast/Staffing Scheduler, etc.) and Customer Operations business processes. Project management expertise with large, complex projects. Demonstrated oral, written and presentation communication skills;

high quality interpersonal and people management skills.

Preferred Special Skills, Knowledge or

Qualifications:

Utility experience is preferred. Strong operational leadership in contact center environments. Demonstrated ability to drive continuous improvement and small-to-medium scale change. Experience implementing tools or process changes within operations. Comfort working with data, analytics, and emerging technologies (ex. AI tools). Strong leadership development and coaching capability. Ability to translate strategy into practical operational execution.

Major Accountabilities

• CX Operations & Performance Delivery
• Continuous Improvement & Transformation
• Workforce Leadership & Team Development
• AI, Analytics & Tool Adoption
• Vendor & Partner Management
• Data, Reporting & Insight-Driven Leadership
• Support of Enterprise CX Transformation
• Financial & Resource Management

Export Compliance / EEO Statement This position may require access to and/or use of information subject to control under the Department of Energy's Part 810 Regulations (10 CFR Part 810), the Export Administration Regulations (EAR) (15 CFR Parts 730 through 774), or the International Traffic in Arms Regulations (ITAR) (22 CFR Chapter I, Subchapter M Part 120) (collectively, 'U.S. Export Control Laws').

Therefore, some positions may require applicants to be a U.S. person, which is defined as a U.S. Citizen, a U.S. Lawful Permanent Resident (i.e. 'Green Card Holder'), a Political Asylee, or a Refugee under the…