Manager Digital Customer Solutions
Arizona Public Service - APS, Phoenix, Arizona, United States, 85003
Arizona Public Service generates reliable, affordable and clean energy for 2.7 million Arizonans. 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.
Summary The
Manager of Digital Customer Solutions
will be responsible for the short- and long-term strategy, execution and operations of APS customer digital experience. This includes leading the Digital Customers Solutions team and collaborative partners through strategy development, planning, day-to-day operations and management, development and maintenance of all customer digital channels including aps.com, mobile apps, alerts and notifications, and emerging digital customer engagement channels. Responsible for the cross-department governance, reporting and executive communication. Expected to provide 24x7 operations related support; emergency response as needed. Business owner of all digital experiences created for customers.
Minimum Requirements
BS/BA/MS in a relevant business, information technology or digital related field
Eight (8) years of related transformational delivery experience as typically obtained in one of the following areas: IT, business or financial operations.
In lieu of a degree, a combination of education and experience that includes twelve (12) years of applicable business information technology, transformational delivery and/or related transformational experience.
Three (3) years management experience.
Preferred Knowledge, Skill Or Qualifications
Experience with digital customer usability and experience principles and best practices, designing digital web platforms, implementing user interfaces and expertise in enterprise level digital customer communication processes and programs.
Technical understanding of web and app platforms, web development, customer/user experience, alerts and notification platforms.
Experience interfacing with both technical and non-technical leaders and employees.
Major Accountabilities
Lead a customer focused team to design, implement and manage all customer digital experience channels including APS.com, mobile apps, alerts & notifications. Responsibilities include building the customer digitalization strategy, roadmap and management plan with a focus on customer usability. interface design, technical integration, IT coordination and communication content creation.
Develop and manage a digital customer program portfolio to optimize the customer experiences, utility expenses, customer savings and associated revenue in alignment with all applicable local, state and federal regulations. Establish annual goals, operational plan and budget to meet or exceed user experience, user participation, transactional and overall utilization goals. Utilize customer management system to research customer inquiries and initiate and follow-through to drive improvement.
Propose new programs or modification of existing programs based on customer solutions benchmarking, market research and understanding of current and emerging best practices. Ensure customer digitalization strategies and programs are designed, implemented and operated to result in an optimal customer experience, while in line with changing regulations, technologies or business strategies. Identify and lead modifications of existing programs or development of new solutions through ideation, feasibility analysis, business case development, marketing, business planning and ultimate implementation and operation of new products or programs.
Lead change management initiatives to develop and improve internal business processes utilizing an agile approach.
Develop and manage business relationships with customer solution vendors. Collaborate with Procurement to manage the negotiations of contracts and agreements related to pricing provisions and final contract terms with product and service providers to ensure maximum operating performance and benefit of the company’s shareholders and customers. Perform monitoring, analysis, inspection and validation of vendor or third-party compliance with expected program or digital solution performance, service levels and terms and conditions.
Actively participate in Corporate and Business Unit Strategic Planning. Ensure customer solutions strategy is aligned with industry trends, leading practices, and complies with regulatory requirements. Perform market or customer research to recommend strategy changes, including enhancements, new solutions or retiring of existing solutions.
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 U.S. Export Control Laws. All applicants will be required to confirm their U.S. person or non-U.S. person status. All information collected in this regard will only be used to ensure compliance with U.S. Export Control Laws, and will be used in full compliance with all applicable laws prohibiting discrimination on the basis of national origin and other factors. For positions at Palo Verde Nuclear Generating Stations (PVNGS) all openings will require applicants to be a U.S. person.
Pinnacle West Capital Corporation and its subsidiaries and affiliates ('Pinnacle West') maintain a continuing policy of nondiscrimination in employment. It is our policy to provide equal opportunity in all phases of the employment process and in compliance with applicable federal, state, and local laws and regulations. This policy of nondiscrimination shall include, but not be limited to, recruiting, hiring, promoting, compensating, reassigning, demoting, transferring, laying off, recalling, terminating employment, and training for all positions without regard to race, color, religion, disability, age, national origin, gender, gender identity, sexual orientation, marital status, protected veteran status, or any other classification or characteristic protected by law.
For more information on applicable equal employment regulations, please refer to EEO is the Law poster. Federal law requires all employers to verify the identity and employment eligibility of every person hired to work in the United States, refer to E-Verify poster. View the employee rights and responsibilities under the Family and Medical Leave Act (FMLA).
In compliance with the Drug Free Workplace Act of 1988, the Company is committed to a work environment that is free from the effects of alcohol and controlled substances, and free from the abuse or inappropriate use of prescribed and over-the-counter medications. The Company requires employees to be subject to drug and alcohol testing that is job-related and consistent with business necessity, regulatory requirements and applicable laws.
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Summary The
Manager of Digital Customer Solutions
will be responsible for the short- and long-term strategy, execution and operations of APS customer digital experience. This includes leading the Digital Customers Solutions team and collaborative partners through strategy development, planning, day-to-day operations and management, development and maintenance of all customer digital channels including aps.com, mobile apps, alerts and notifications, and emerging digital customer engagement channels. Responsible for the cross-department governance, reporting and executive communication. Expected to provide 24x7 operations related support; emergency response as needed. Business owner of all digital experiences created for customers.
Minimum Requirements
BS/BA/MS in a relevant business, information technology or digital related field
Eight (8) years of related transformational delivery experience as typically obtained in one of the following areas: IT, business or financial operations.
In lieu of a degree, a combination of education and experience that includes twelve (12) years of applicable business information technology, transformational delivery and/or related transformational experience.
Three (3) years management experience.
Preferred Knowledge, Skill Or Qualifications
Experience with digital customer usability and experience principles and best practices, designing digital web platforms, implementing user interfaces and expertise in enterprise level digital customer communication processes and programs.
Technical understanding of web and app platforms, web development, customer/user experience, alerts and notification platforms.
Experience interfacing with both technical and non-technical leaders and employees.
Major Accountabilities
Lead a customer focused team to design, implement and manage all customer digital experience channels including APS.com, mobile apps, alerts & notifications. Responsibilities include building the customer digitalization strategy, roadmap and management plan with a focus on customer usability. interface design, technical integration, IT coordination and communication content creation.
Develop and manage a digital customer program portfolio to optimize the customer experiences, utility expenses, customer savings and associated revenue in alignment with all applicable local, state and federal regulations. Establish annual goals, operational plan and budget to meet or exceed user experience, user participation, transactional and overall utilization goals. Utilize customer management system to research customer inquiries and initiate and follow-through to drive improvement.
Propose new programs or modification of existing programs based on customer solutions benchmarking, market research and understanding of current and emerging best practices. Ensure customer digitalization strategies and programs are designed, implemented and operated to result in an optimal customer experience, while in line with changing regulations, technologies or business strategies. Identify and lead modifications of existing programs or development of new solutions through ideation, feasibility analysis, business case development, marketing, business planning and ultimate implementation and operation of new products or programs.
Lead change management initiatives to develop and improve internal business processes utilizing an agile approach.
Develop and manage business relationships with customer solution vendors. Collaborate with Procurement to manage the negotiations of contracts and agreements related to pricing provisions and final contract terms with product and service providers to ensure maximum operating performance and benefit of the company’s shareholders and customers. Perform monitoring, analysis, inspection and validation of vendor or third-party compliance with expected program or digital solution performance, service levels and terms and conditions.
Actively participate in Corporate and Business Unit Strategic Planning. Ensure customer solutions strategy is aligned with industry trends, leading practices, and complies with regulatory requirements. Perform market or customer research to recommend strategy changes, including enhancements, new solutions or retiring of existing solutions.
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 U.S. Export Control Laws. All applicants will be required to confirm their U.S. person or non-U.S. person status. All information collected in this regard will only be used to ensure compliance with U.S. Export Control Laws, and will be used in full compliance with all applicable laws prohibiting discrimination on the basis of national origin and other factors. For positions at Palo Verde Nuclear Generating Stations (PVNGS) all openings will require applicants to be a U.S. person.
Pinnacle West Capital Corporation and its subsidiaries and affiliates ('Pinnacle West') maintain a continuing policy of nondiscrimination in employment. It is our policy to provide equal opportunity in all phases of the employment process and in compliance with applicable federal, state, and local laws and regulations. This policy of nondiscrimination shall include, but not be limited to, recruiting, hiring, promoting, compensating, reassigning, demoting, transferring, laying off, recalling, terminating employment, and training for all positions without regard to race, color, religion, disability, age, national origin, gender, gender identity, sexual orientation, marital status, protected veteran status, or any other classification or characteristic protected by law.
For more information on applicable equal employment regulations, please refer to EEO is the Law poster. Federal law requires all employers to verify the identity and employment eligibility of every person hired to work in the United States, refer to E-Verify poster. View the employee rights and responsibilities under the Family and Medical Leave Act (FMLA).
In compliance with the Drug Free Workplace Act of 1988, the Company is committed to a work environment that is free from the effects of alcohol and controlled substances, and free from the abuse or inappropriate use of prescribed and over-the-counter medications. The Company requires employees to be subject to drug and alcohol testing that is job-related and consistent with business necessity, regulatory requirements and applicable laws.
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