Director Customer Care Support

FirstEnergy at a Glance     

     

We are a forward-thinking electric utility powered by a diverse team of employees committed to making customers’ lives brighter, the environment better and our communities stronger.      

     

FirstEnergy (NYSE: FE) is dedicated to integrity, safety, reliability and operational excellence. Headquartered in Akron, Ohio, FirstEnergy includes one of the nation's largest investor-owned electric systems, more than 24,000 miles of transmission lines that connect the Midwest and Mid-Atlantic regions, and a regulated generating fleet with a total capacity of more than 3,500 megawatts.      

     

About the Opportunity      

     

This is an open position with FirstEnergy Service Co., a subsidiary of FirstEnergy Corp. [FEU] 

This position is on-site and will be located in the Akron office. 

The Director, Customer Care Support is responsible for providing strategic leadership and operational oversight of customer support functions. This role ensures customers receive exceptional service through efficient employee experience lifecycle processes, reliable systems, and empowered teams. Partner with business leaders to align customer care strategies with organizational goals, improve customer experience, and drive operational excellence. This includes research and planning, data analytics/insights, process improvement/defect reduction and intraday execution efforts to meet current and future customer needs as well as strategic planning for enabling technology to support customer activities. 

Key Responsibilities:

• Provide overall leadership and direction for customer care support operations, ensuring service levels, quality, and customer satisfaction goals are consistently met.
• Develop and implement strategies to improve customer experience, streamline processes, and optimize the use of technology and tools.
• Lead, coach, and develop high-performing employees within customer care support organization.
• Monitor operational performance through metrics, analytics and identifying opportunities for continuous improvement.
• Ensure compliance with company policies, industry regulations, and customer data privacy standards.
• Lead change management initiatives related to customer care operations, including technology upgrades, process enhancements, and organizational transformation.
• Drive results through execution of major customer care initiatives and overall enterprise projects/needs.
• Lead all functional support to customer facing teams and leaders.
• Work across the organization to create, develop, and support the vision of brand trust, service satisfaction, products and service initiatives that provide customer benefits.
• Oversee the Data Lake Governance, development, analytic insights and quality.
• Drive the research and development of plans and integration associated with customer-facing technologies and align business efforts. 
• Lead efforts to build transparent tools and processes to measure and track the effectiveness of the team and programs. 
• Lead the capital/annual planning process by establishing and reviewing timelines and deliverables.
• Lead team members in the development of regulatory responses and data requests that support rate cases and other regulatory activity.
• Lead efforts on monthly reporting of Customer Experience KPIs that monitor channel development and success that support the Engaged Customer Relationship (ECR) score and associated explanations.
• Engage and supports team members special projects or assignments to facilitate customer experience strategy. 

Qualifications include:

• A Bachelor’s Degree in Business Administration, Marketing, Communications, Social Sciences, Math, Statistics, Economics, or Computer Science or similar discipline is required. Master’s degree is preferred.
• Minimum 10 years’ relevant work experience at progressively increasing levels of responsibility is required. 
• Experience building positive relationships and working with peers cross-functionally, demonstrating teamwork and collaboration with both internal and external stakeholders.
• Motivational and inspirational leadership, communicating a compelling vision, measuring performance, and fostering a culture of inclusion and accountability; a mentorship mentality, recruiting, developing, and growing high-caliber, diverse talent for current and future roles while building a high-performing team.
• Proven ability to foster teamwork and a culture of support, open and transparent communication with the team.
• Strong analytical and problem-solving skills to serve internal and external customers.
• Demonstrated leadership i