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 compliance with regulatory requirements while incorporating industry best practices and emerging trends in Customer Service operations. Forecasts, allocates, and monitors the human, physical and financial resources for the Group. Builds and leads high-performing teams by developing talent, promoting accountability, and fostering a culture of collaboration and continuous improvement. Trains and mentors employees and facilitates interdepartmental teamwork. Promotes and encourages teamwork and cooperative efforts internal and external to SAWS including outside agencies and the community. Promotes and rewards high performance and respects and promotes diversity. Leads the development, analysis, and implementation of policy and strategy including identifying key strategic initiatives, business planning efforts, and policies and procedures. Influences events in order to optimize organizational resources and achieve System goals. Applies executive level business management principles and practices. Develops and implements measures to analyze and improve organizational efficiencies. Performs other duties as assigned.

MINIMUM REQUIREMENTS

Bachelor's Degree in Business Administration, Public Administration or related field from an institution accredited by a recognized accrediting agency. Ten years' increasingly responsible professional experience in customer service or general business operations to include five years' management/supervisory experience. Valid Texas Class \"C\" Texas Driver's License.

JOB DIMENSIONS

Knowledge of Customer Service operations, industry trends, and emerging best practices, including digital transformation, AMI-enabled services, and data-driven customer engagement. Knowledge of pertinent Federal, State, and local laws, statutes. Knowledge of data analytics, performance measurement frameworks, and the application of AMI data to improve customer outcomes, operational efficiency, and revenue accuracy. Knowledge of advanced customer relationship management (CRM) systems, including emerging capabilities such as agentic AI and automation tools used to enhance customer interactions, service delivery, and operational efficiency. Skill in leveraging enterprise systems, analytics tools, and customer platforms to support decision-making and operational performance. Skill in utilizing a personal computer and associated software programs. Ability to communicate complex, technical, financial, and operational information effectively to executive leadership, governing bodies, and the public. Ability to analyze complex, enterprise-level challenges, assess risk, and implement solutions that balance customer, operational, and financial impacts. Ability to plan, manage, and optimize departmental budgets and resources in alignment with organizational goals and key initiatives. Ability to research, evaluate, and implement innovative service delivery models and operational improvements. Ability to exhibit high standards of business and personal ethical conduct, leadership, teamwork, positive attitude, accountability, and organizational stewardship. Ability to build and maintain effective working relationships with internal staff, executive leadership, Board of Trustees, elected officials, vendors, and community stakeholders.

PHYSICAL DEMANDS AND WORKING CONDITIONS

Working conditions are primarily in an office environment. Physical requirements include visual acuity, speech, and hearing; hand and eye coordination and manual dexterity necessary to operate basic office equipment. Subject to sitting, walking, or standing to perform the essential functions. May operate a company or personal vehicle. 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Vice President - Customer Experience