Vice President - Customer Experience

Posting number: 2026-123456

Department: Customer Service

Job classification: Vice President - Customer Experience

Posting type: Open & Promotional

Categories: Executive Management, Customer Service

Summary

Vice President - Customer Excellence

This position is open until filled, but resume review will begin as soon as possible with scheduled interviews to follow.  Competitive salary depends on qualifications, from $225,000 with generous benefits package including pension, paid leave, and health benefits. Interested applicants should send a cover letter and resume by email only to hesquivel@deaconrecruiting.com, attention Holly Esquivel CPC, Sr. Director at Deacon Recruiting.

The San Antonio Water System (SAWS) is seeking a highly qualified Vice President – Customer Experience, under general direction, to provide strategic and tactical oversight of all Customer Service and support functions including call center operations, customer payment centers, billing, collections, meter maintenance, and meter data review. Leads and executes Customer Service strategy and policies to maximize customer satisfaction and align with SAWS‘ business objectives, strategic direction, and mission. Drives the adoption and optimization of advanced customer relationship management (CRM) technologies, including AI-driven and automated solutions, to enhance customer engagement, service delivery, and operational efficiency. This position leads SAWS’ Advanced Metering Infrastructure (AMI) project (ConnectH2O) by overseeing the transition from system-wide implementation to enterprise-wide optimization, integration, and transformation of Customer Service operations. This position service as a member of the Executive Management Team and reports to the Senior Vice President.

Examples of duties

JOB SUMMARY
Under general direction, the Vice President - Customer Experience is responsible for providing strategic and tactical oversight of all Customer Service and support functions including call center operations, customer payment centers, billing, collections, meter maintenance, and meter data review. Leads and executes Customer Service strategy and policies to maximize customer satisfaction and align with SAWS’ business objectives, strategic direction, and mission. Drives the adoption and optimization of advanced customer relationship management (CRM) technologies, including AI-driven and automated solutions, to enhance customer engagement, service delivery, and operational efficiency. This position leads SAWS’ Advanced Metering Infrastructure (AMI) project (ConnectH2O) by overseeing the transition from system-wide implementation to enterprise-wide optimization, integration, and transformation of Customer Service operations.  This position serves as a member of the Executive Management Team and reports to a Senior Vice President.
 
ESSENTIAL FUNCTIONS

• Provides executive leadership for customer experience strategy, aligning programs, policies, and initiatives with organizational priorities while driving continuous improvement and service excellence. 
• Establishes and drives performance standards, service delivery models, and continuous improvement initiatives using defined metrics to optimize efficiency, accuracy, and customer outcomes.
• Leads strategic planning, policy development, and enterprise alignment efforts to ensure customer operations support overall business, financial, and operational objectives.
• Drives digital transformation of customer operations, including advancing the enterprise use of AMI data to enhance customer engagement, operational performance, and data-driven decision-making. In addition,
• Drives the adoption and optimization of advanced customer relationship management technologies, including agentic AI and automation tools, to enhance customer engagement, service delivery, and operational efficiency.
• Provides executive oversight of Customer Service field operations, including meter maintenance, service investigations, and service disruptions for non-payment, ensuring operational efficiency, service reliability, and integration with AMI-enabled data.
• Assesses customer impacts of any rate changes and supports the implementation of any new rate structures.
• Oversees resolution of complex and high-profile customer issues, ensuring coordinated, timely, and effective outcomes across the organization.
• Leads stakeholder engagement and public communication efforts, including presentations to the Board of Trustees, City Council, and community organizations and develops customer outreach, education, and feedback programs.
• Ensures