Provide strategic and operational leadership to a team of managers and senior professional-level employees within the Solutions Center.
Oversee a high-volume, multi-functional customer care operation.
Accountable for end-to-end performance across the customer servicing lifecycle, including customer satisfaction, complaint rates, retention, and cost-to-serve.
Champion SCANA Energy's commitment to customer experience and ensure alignment with brand standards.
Lead a multi-layered Customer Care organization including frontline call center teams.
Build, develop, and sustain a strong leadership team while ensuring strong people leadership, performance management, and talent development practices.
Drive modernization of customer care tools, processes, and performance metrics.
Own and operationalize the SCANA Energy brand voice across all customer touchpoints.
Partner with Marketing, Product, and senior leadership for brand promise and customer experience alignment.
Implement governance and quality assurance to continue to improve customer perception and satisfaction.

Bachelor's degree in business, marketing, or related area.
8-10 years of leading Solutions Center operations.
Strong analytical acumen with a good understanding of factors that impact P&L performance.
Strong strategic thinking and problem-solving skills, with the ability to address complex operational challenges and translate strategy into execution.
Demonstrated ability to build, develop, and sustain high-performing leadership teams, including succession planning and leadership pipeline development.
Proven expertise in people leadership and organizational capability building, with a track record of elevating manager effectiveness and driving engagement and retention.
Experience defining, implementing, and governing customer experience standards and brand voice across multi-channel customer environments.
Ability to partner cross-functionally to ensure alignment between brand strategy and operational execution.
Strong experience implementing quality assurance frameworks, performance metrics, and continuous improvement processes to drive consistency in customer experience.
Demonstrated ability to drive results, lead change, and foster a culture of continuous improvement.
Ability to manage multiple priorities and initiatives simultaneously in a fast-paced, deadline-driven environment.
Exceptional communication, influencing, and interpersonal skills, with the ability to align stakeholders and reinforce consistent messaging across the organization.

Comprehensive coverage including medical (plus free telehealth), dental, vision, and employer health savings account contributions.
Robust support through Headspace and free mental healthcare visits for you and your dependents.
Extensive assistance with Maven, paid family and caregiver leave, and fertility, adoption, and surrogacy services.
Strong financial foundation with a 401(k) plan, company match, and access to financial wellbeing tools.
Paid time off, tuition reimbursement, paid leaves, employee hardship fund, and a wide range of additional perks.

Director, Customer Care

Key skills