Director of Customer Care

Job Summary

Leading a high-volume customer care operation, the full-time salaried Director of Customer Care will provide strategic and operational leadership to a team within the Solutions Center, focusing on enhancing customer satisfaction, retention, and brand voice across all interactions.

Key responsibilities:

• Lead and develop a multi-layered Customer Care organization, ensuring seamless delivery across customer service, retention, and support functions
• Drive modernization of customer care tools and processes to improve efficiency and enhance the customer experience
• Establish and uphold customer experience standards, ensuring alignment with the SCANA Energy brand voice across all touchpoints

Required qualifications:

• Bachelor's degree in business, marketing, or a related field
• 8-10 years of experience leading Solutions Center operations
• Demonstrated ability to build and sustain high-performing leadership teams
• Proven expertise in defining and implementing customer experience standards
• Strong analytical skills with a good understanding of P&L performance factors