Director, Customer Care

This is a fully remote position, open to applicants in United States.

📋 Description

• Provide strategic and operational guidance to a multi-functional customer care operation.

• Supervise customer service, retention, renewal, and back-office support teams.

• Advocate for SCANA Energy’s dedication to customer experience through alignment with brand voice.

• Facilitate the modernization of customer care tools, processes, and performance metrics.

• Own and implement the SCANA Energy brand voice across all customer interactions.

• Collaborate with marketing, product teams, and senior leadership to ensure alignment with the brand promise.

• Establish governance, quality assurance, and performance metrics for ongoing improvement.

⛳️ Requirements

• Bachelor's degree in business, marketing, or a related field.

• 8-10 years of experience in leading Solutions Center operations.

• Strong analytical skills with a solid understanding of factors affecting P&L performance.

• Robust strategic thinking and problem-solving abilities.

• Proven track record in building, developing, and maintaining high-performing leadership teams.

• Demonstrated expertise in people leadership and enhancing organizational capabilities.

• Experience in defining, implementing, and managing customer experience standards.

• Extensive experience in establishing quality assurance frameworks, performance metrics, and continuous improvement processes.

• Ability to juggle multiple priorities and initiatives concurrently in a fast-paced, deadline-oriented environment.

• Outstanding communication, influencing, and interpersonal abilities.

🏝️ Benefits

• Comprehensive coverage including medical (with free telehealth), dental, vision, and employer contributions to health savings accounts.

• Robust support via Headspace and complimentary mental healthcare visits for you and your dependents.

• Extensive assistance through Maven, including paid family and caregiver leave, fertility, adoption, and surrogacy services.

• Strong financial support with a 401(k) plan, company matching, and access to financial wellbeing tools.

• Paid time off, tuition reimbursement, paid leaves, employee hardship fund, and a variety of additional perks.