Strategic Support Manager
We are seeking a results-driven Manager of Strategic Support to lead the optimization, utilization, and expansion of our digital customer service and engagement channels. This role will focus on enhancing the customer experience across platforms such as chat, virtual assistants, email, self-service portals, mobile apps, and web interfaces. The ideal candidate will bring a blend of strategic thinking, data-driven decision-making, and operational execution to drive digital channel adoption as well as a strong understanding of the utility customer journey and a passion for leveraging technology to increase adoption, streamline service delivery, and improve customer satisfaction.
Technology projects will span Online Customer Care (self-service portals, native app), Interactive Voice Response, and our CIS system and require a progressive thinker who can connect trends of currently available or emerging technologies to specific business needs. Must be adept at building consensus among peers and system committees and flexible enough to seek and adapt creative solutions.
Along with managing the optimization and expansion of digital channels, the team is also responsible for the development of comprehensive customer communication strategies that emphasize channel adoption, product penetration, transaction conversion, and first contact resolution.
JOB REQUIREMENTS:
- Bachelor's degree strongly preferred – preferably in a business, technology, marketing, or communications discipline.
- 5+ years of experience in digital customer service, customer experience, or strategic support roles.
- Excellent leadership, communication, and project management skills.
- Strong understanding of digital customer service technologies and best practices (chatbots, knowledge bases, CRM, etc.).
- Proven track record of driving adoption and performance improvements in digital channels.
- Analytical mindset with experience using tools such as Google Analytics, Adobe Analytics, or similar.
- Experience working across matrixed organizations.
- Familiarity with agile methodologies.
MAJOR JOB RESPONSIBILITIES:
- Manage digital project portfolios, prioritizing initiatives based on impact, feasibility, and alignment with strategic objectives.
- Develop and implement strategies to increase customer adoption and satisfaction with self-serve digital channels migrating them away from agent-assisted channels.
- Keep up with evolving experience and technology trends and assess the right time and approach for adopting them to drive business value.
- Help define and lead the strategic roadmap for leveraging new technologies, identifying high impact use cases, aligning with business objectives, and driving adoption across digital channels.
- Establish benchmarks, dashboards, and performance indicators to track and report on digital effectiveness. Use this data along with customer insights to continuously improve digital channel effectiveness.
- Set clear goals, provide ongoing feedback, and foster a culture of accountability, innovation, and continuous learning.
- Champion and cultivate a culture of intentional inclusion by embedding inclusive practices into team dynamics and decision-making ensuring diverse perspectives are valued and represented.
- Foster strong cross-functional partnerships and influence key stakeholders across departments and operating companies to align digital strategies, drive integration, and ensure seamless execution of initiatives.
