Director, SCANA Energy Customer Care
WFA Digital Insight
As demand for exceptional customer experiences grows, companies like SCANA Energy are seeking leaders who can drive operational excellence and cultural alignment. With the energy sector expected to see a 25% increase in customer-centric initiatives by 2027, professionals with strong analytical and strategic thinking skills are in high demand. SCANA Energy stands out for its commitment to customer satisfaction, and candidates should be prepared to showcase their ability to champion this vision. Before applying, consider your experience in building high-performing teams and driving scalable, data-driven customer experiences.
Job Description
About the Role
The Director of SCANA Energy Customer Care is a pivotal leadership role that oversees the strategic and operational direction of the company's customer care operations. This includes managing a high-volume, multi-functional customer care operation that encompasses customer service, retention, renewal, and back-office support teams. The successful candidate will be responsible for end-to-end performance across the customer servicing lifecycle, with a strong emphasis on building a deep, high-performing leadership bench that can scale with SCANA Energy's growth and evolving customer needs.The Director will champion SCANA Energy's unique commitment to customer experience, shaping and sustaining a consistent, differentiated brand voice across all customer interactions. This includes ensuring every touchpoint aligns with enterprise brand standards and delivers a seamless, high-quality experience that reflects SCANA Energy's dedication to service excellence.
The role requires a balance of execution of near-term priorities with long-term strategy, driving operational excellence, cultural alignment, and market competitiveness, all while keeping customer experience at the heart of organizational decisions and actions.
What You Will Do
- Lead a multi-layered Customer Care organization, including frontline call center teams, supervisors, and supporting operational functions across service, retention, and customer support.
- Oversee both customer-facing and back-office servicing functions, ensuring seamless delivery across channels and touchpoints.
- Build, develop, and sustain a strong leadership team, including succession planning, leadership pipeline development, and ongoing coaching that elevates managerial capability and accountability at all levels.
- Establish clear expectations and frameworks for leadership excellence, ensuring managers consistently demonstrate strong people leadership, performance management, and talent development practices.
- Foster a culture of ownership, accountability, and continuous improvement, with leaders fully equipped to drive results and engage their teams.
- Drive modernization of customer care tools, processes, and performance metrics to improve efficiency, reduce cost-to-serve, and enable scalable, data-driven delivery of a high-quality customer experience.
- Own and operationalize the SCANA Energy brand voice, ensuring it is clearly defined, embedded in training and quality processes, and consistently executed across all customer touchpoints.
- Partner with Marketing, Product, and senior leadership to ensure alignment between brand promise and customer experience delivery, closing gaps between intent and execution.
- Implement governance, quality assurance, and performance metrics to measure adherence to brand voice and experience standards, driving continuous improvement in customer perception and satisfaction.
What We Are Looking For
- 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 experience in driving operational excellence and cultural alignment in a customer-centric environment.
- Excellent communication and interpersonal skills, with the ability to champion SCANA Energy's commitment to customer experience.
- Experience with Excel and other data analysis tools.
- Strong understanding of customer service principles and practices.
Nice to Have
- Experience in the energy sector or a related field.
- Certification in customer experience or a related field.
- Experience with customer care technology and software.
Benefits and Perks
- Competitive compensation package.
- Opportunity to work with a leading energy company.
- Remote work options.
- Comprehensive health insurance.
- Retirement savings plan.
- Paid time off and holidays.
- Professional development opportunities.
How to Stand Out
- Tip: Showcase your experience in building and leading high-performing teams, and highlight your ability to drive operational excellence and cultural alignment.
- Tip: Be prepared to provide specific examples of how you have championed customer experience in previous roles, and how you plan to do so in this position.
- Tip: Familiarize yourself with SCANA Energy's commitment to customer satisfaction and be prepared to discuss how you can contribute to this vision.
- Tip: Highlight your analytical and problem-solving skills, and provide examples of how you have used data to drive business decisions.
- Tip: Prepare to discuss your experience with customer care technology and software, and how you have used these tools to improve customer experience.
- Tip: Be prepared to negotiate your salary based on your experience and qualifications, and consider factors such as cost of living and industry standards.
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