Director, Customer Care

🔥 0 minutes ago

🏈 Ohio – Remote

🏈 Ohio – Remote

💵 $127.5k - $204k / year

⏰ Full Time

🔴 Lead

💝 Customer Support

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IGS Energy

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

⚡ Energy

🛍️ eCommerce

Energy • eCommerce

IGS Energy is an energy services company that provides a variety of energy solutions for both residential and commercial customers. They offer green electricity, carbon-neutral natural gas, solar energy solutions, and home warranties. The company aims to provide clean, reliable, and affordable energy while supporting renewable projects such as wind, solar, and hydro power. IGS Energy also specializes in delivering customized energy strategies to help protect businesses from market volatility. Their services include designing and installing LED lighting solutions, operating compressed natural gas fueling stations, and offering comprehensive energy management strategies. With a focus on innovation and sustainability, IGS Energy strives to lead positive change for the environment and their communities.

📋 Description

• 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 including customer service, retention, renewal, and back-office support teams. • 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 by shaping and sustaining a consistent brand voice across all customer interactions. • Ensure every touchpoint aligns with enterprise brand standards and delivers a seamless, high-quality experience. • Balance execution of near-term priorities with long-term strategy, driving operational excellence, cultural alignment, and market competitiveness.

🎯 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.