Director, SCANA Energy Customer Care

About the Role

As a key member of the SCANA Energy team, the Director will be accountable for building and sustaining a strong leadership bench that can scale with the company's growth and evolving customer needs. This role requires a deep understanding of the energy sector, as well as the ability to champion SCANA Energy's unique commitment to customer experience.

The Director will report to senior leadership and will be responsible for collaborating with various teams, including Marketing, Product, and Revenue Integrity, to ensure alignment between brand promise and customer experience delivery.

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 customer care operations, with a strong focus on customer satisfaction, retention, and cost-to-serve.
• Excellent communication and interpersonal skills, with the ability to collaborate with cross-functional teams.
• Strong proficiency in Excel and other Microsoft Office tools.
• Experience with customer care technology and software, including CRM systems and call center platforms.

Nice to Have

• Experience in the energy sector, with a deep understanding of industry trends and customer needs.
• Certification in customer experience or a related field, such as CXPA or CCXP.
• Experience with data analytics and performance metrics, with the ability to drive data-driven decision making.

Benefits and Perks

• Competitive salary and benefits package.
• Opportunity to work with a leading energy company, with a strong commitment to customer experience and employee development.
• Remote work options, with flexible scheduling and a dynamic work environment.
• Comprehensive health and wellness package, including medical, dental, and vision coverage.
• Generous PTO and holiday schedule, with opportunities for professional development and growth.
• Access to cutting-edge technology and tools, with ongoing training and support.
• Collaborative and dynamic work environment, with a strong focus on teamwork and employee engagement.

• To stand out in this role, be prepared to showcase your experience in building and sustaining high-performing leadership teams, as well as your ability to drive results and foster a culture of accountability.
• Make sure to highlight your proficiency in Excel and other Microsoft Office tools, as well as your experience with customer care technology and software.
• When preparing for the interview, research SCANA Energy's commitment to customer experience and be prepared to discuss how you would champion this approach in your role.
• Consider creating a portfolio that showcases your experience in customer care operations, including any relevant certifications or training programs.
• Be prepared to discuss your experience with data analytics and performance metrics, and how you would use data to drive decision making in this role.
• Don't be afraid to ask about the company culture and values, and how they impact the way the team works and interacts with customers.