Manager Customer Experience Center

The Customer Experience (CX) Center Manager provides leadership, direction, and operational oversight for customer service activities focused on delivering an efficient, high-quality customer experience across voice, chat, email, and escalation channels. This role is responsible for day-to-day operational performance, workforce leadership, service delivery, and continuous improvement initiatives that enhance customer satisfaction and operational effectiveness.

The manager plays a key role in translating strategic objectives into operational execution by advancing tools, technologies, analytics, and process improvements to support evolving customer experience capabilities. This position also drives incremental operational transformation within the CX organization, helping prepare the business for enterprise-wide initiatives such as Contact Center as a Service (CCaaS), AI-enabled solutions, enhanced performance measurement, and digital customer engagement strategies. Additionally, the role collaborates cross-functionally with internal stakeholders to optimize workflows, improve team performance, and ensure organizational readiness for future CX innovations.

Bachelors in Business, Communications or related degree plus eight (8) years related experience or equivalent work experience of twelve (12) years. Three (3) years of supervisory/management experience. Significant knowledge in Call Center Technologies (Automatic Call Distributors, Interactive Voice Response, Predictive Dialer, Call Forecast/Staffing Scheduler, etc.) and Customer Operations business processes. Project management expertise with large, complex projects. Demonstrated oral, written and presentation communication skills; high quality interpersonal and people management skills.

Preferred Special Skills, Knowledge or Qualifications: Utility experience is preferred.

• Strong operational leadership in contact center environments.
• Demonstrated ability to drive continuous improvement and small-to-medium scale change.
• Experience implementing tools or process changes within operations.
• Comfort working with data, analytics, and emerging technologies (ex. AI tools).
• Strong leadership development and coaching capability.
• Ability to translate strategy into practical operational execution.

1) CX Operations & Performance Delivery

• Lead day-to-day CX Center operations across calls, chat, email, and escalations.
• Deliver performance across service levels, responsiveness, productivity, quality, compliance, customer satisfaction, and complaint resolution.
• Drive consistent execution across teams, channels, and shifts, and implement improvements that increase efficiency and customer experience.

2) Continuous Improvement & Transformation

• Lead process simplification, knowledge management, and channel optimization to reduce repeat contacts and improve digital containment.
• Drive adoption of tools that improve agent and leader effectiveness, including AI assist, reporting, analytics, and quality frameworks.
• Turn VOC insights, escalations, and contact drivers into prioritized improvement actions in partnership with process improvement teams.

3) Workforce Leadership & Team Development

• Hire, develop, and motivate leaders and staff; manage performance, promotions, and engagement.
• Build a high-performing, customer-focused culture through coaching, accountability, and frontline leadership development.
• Prepare teams for evolving ways of working by strengthening adaptability, data fluency, and comfort with digital tools across remote and onsite environments.

4) AI, Analytics & Tool Adoption

• Lead practical adoption of AI and analytics in daily operations, including Copilot or agent-assist tools.
• Identify high-value automation and AI use cases that improve agent efficiency, consistency, customer effort, and resolution.
• Provide operational feedback to shape future capabilities and ensure teams use tools and insights effectively.

5) Vendor & Partner Management

• Manage outsourced partner performance across service levels, quality, customer outcomes, and cost.
• Ensure alignment to CX standards and a consistent customer experience across internal and external teams.
• Support partner readiness as operating models evolve.

6) Data, Reporting & Insight-Driven Leadership

• Track, analyze, and communicate key operational metrics and trends.
• Connect operational performance to customer outcomes and provide clear, actionable insights to leadership.
• Partner with analytics teams to improve visibility into performance drivers and gaps.

7) Support of Enterprise CX Transformation

• Serve as a key operational partner to enterprise initiatives such as CCaaS, AI, and digital expansion, ensuring CX needs are represented.
• Support pilots, testing, rollout activities, and operational readiness while identifying process gaps, risks, and dependencies.
• Prepare teams to adopt new tools and processes effectively.

8) Financial & Resource Management

• Manage budget and optimize resource allocation.
• Balance cost efficiency with service quality and customer experience.
• Identify productivity opportunities and optimize staffing models.

This position may require access to and/or use of information subject to control under the Department of Energy's Part 810 Regulations (10 CFR Part 810), the Export Administration Regulations (EAR) (15 CFR Parts 730 through 774), or the International Traffic in Arms Regulations (ITAR) (22 CFR Chapter I, Subchapter M Part 120) (collectively, 'U.S. Export Control Laws'). Therefore, some positions may require applicants to be a U.S. person, which is defined as a U.S. Citizen, a U.S. Lawful Permanent Resident (i.e. 'Green Card Holder'), a Political Asylee, or a Refugee under the U.S. Export Control Laws. All applicants will be required to confirm their U.S. person or non-US person status. All information collected in this regard will only be used to ensure compliance with U.S. Export Control Laws, and will be used in full compliance with all applicable laws prohibiting discrimination on the basis of national origin and other factors. For positions at Palo Verde Nuclear Generating Stations (PVNGS) all openings will require applicants to be a U.S. person.

Pinnacle West Capital Corporation and its subsidiaries and affiliates ('Pinnacle West') maintain a continuing policy of nondiscrimination in employment. It is our policy to provide equal opportunity in all phases of the employment process and in compliance with applicable federal, state, and local laws and regulations. This policy of nondiscrimination shall include, but not be limited to, recruiting, hiring, promoting, compensating, reassigning, demoting, transferring, laying off, recalling, terminating employment, and training for all positions without regard to race, color, religion, disability, age, national origin, gender, gender identity, sexual orientation, marital status, protected veteran status, or any other classification or characteristic protected by law.

For more information on applicable equal employment regulations, please refer to EEO is the Law poster. Federal law requires all employers to verify the identity and employment eligibility of every person hired to work in the United States, refer to E-Verify poster. View the employee rights and responsibilities under the Family and Medical Leave Act (FMLA).

In compliance with the Drug Free Workplace Act of 1988, the Company is committed to a work environment that is free from the effects of alcohol and controlled substances, and free from the abuse or inappropriate use of prescribed and over-the-counter medications. The Company requires employees to be subject to drug and alcohol testing that is job-related and consistent with business necessity, regulatory requirements and applicable laws.