Vice President, Customer Care

Job Title: Vice President, Customer Care

Work Place Flexibility: Onsite 

Legal Entity: Entergy Services, Inc.-ESI (OLD) 

 

 

JOB SUMMARY/PURPOSE:

The VP, Customer Care is responsible for managing all aspects of the Entergy omnichannel communications including customer digital interfaces and call centers. Reporting to Chief Customer Officer, this leader will play an important role in Entergy’s continued push towards customer-centricity.

 

JOB DUTIES/RESPONSIBILITIES: 

• Lead and direct overall operations of the in-house/outsourced Call Center operations and support functions – including agent processes, Digital tools, talent development, vendor management, analytics, and growth strategy
• Set the vision and formulate the service strategy for all customer “contact” channels, leveraging data analytics - including higher adoption of self-serve Digital tools by analyzing drivers of demand
• Set overall sourcing strategy, direct contract procurement/negotiation for outsourced call centers , and manage vendors against well-defined operations KPI / SLA
• Develop, monitor, and analyze operations KPI / indicator dashboards to detect issues and identify root causes; relentlessly incorporate customer feedback and establish effective feedback loops with rest of the enterprise
• Execute the strategic roadmap for integrating AI into customer omnichannel experiences, aimed at reducing call volume while maintaining a high-quality customer experience.
• Develop a strategy focused on enhancing the experience for SMB customers while also effectively promoting products and services.
• Lead a customer-centric and revenue enhancing Digital transformation of the Contact Center to provide a personalized, seamless omni-channel experience to Entergy customers

 

MINIMUM REQUIREMENTS:

Minimum education required of the position

• Bachelors’ degree in related field. MBA strongly preferred

 

Minimum experience required of the position

• 10+ years’ experience leading omni-channel contact centers preferably in the electric utility industry
• Proven ability to strategically transform through continuous improvement and technology enhancements 
• Proven ability to drive clear accountability and responsibility for performance 
• Experience developing employees and building a diverse and inclusive work environment 
• Testifying in regulatory proceedings 
• Experience managing a complex business unit  

Minimum knowledge, skills, and abilities required of the position

 

Functional Knowledge

Proven experience in managing in-house and outsourced call centers

Experience in leading call center support functions including strategic vendor management, planning & managing workforce

Business Expertise

Demonstrated track record of integrating digital channels of consumer contact (e.g., Smart IVR, chat) and optimizing channels while improving service levels and satisfaction

Leadership

Ability to draw and effectively communicate vision to team, company, and clients - with a focus on developing high performing teams and inclusive and collaborative environment

Problem Solving

Strong analytical mindset to distill insights from data and effectively action recommendations

Impact

Experience managing large transformations with ability to manage long-term and short-term projects in parallel

Interpersonal Skills

Ability build effective relationships that inspire and engage others to do their best work towards a shared goal.

Strategic Thinking