Arizona Public Service generates reliable affordable and clean energy for 2.7 million Arizonans. Our service territory stretches across the state from the border town of Douglas to the vistas of the Grand Canyon from the solar fields of Gila Bend to the ponderosa pines of Payson. As the states largest and longest-serving energy provider our more than 6000 dedicated employees power our vision of creating a sustainable energy future for Arizona.
Since our founding in 1886 APS has demonstrated a strong commitment to our customers in one of the countrys fastest growing states earning a reputation for customer satisfaction shareholder value operational excellence and business integrity.
Our present and future success depends on the creative and dedicated people of our company who demonstrate the principles outlined in the APS Promise: Design for Tomorrow Empower Each Other and Succeed Together.
Summary
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.
Minimum Requirements
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.
Major Accountabilities
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.
Export Compliance / EEO Statement
This position may require access to and/or use of information subject to control under the Department of Energys 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.
Hybrid:Employees in hybrid roles work both in their home offices (virtually) and alongside their colleagues (in person).
In order for employees to build strong relationships and to promote meaningful in-person interactions hybrid employees are expected to work about 40% of their time in-person at an APS or other (non-home office) location.
Employees are expected to reside in Arizona (or New Mexico for Four Corners-based employees).
Working from a home office requires adequate technology and an appropriate ergonomic set up.
Role types are subject to change based on business need.
Required Experience:
Manager
Arizona Public Service generates reliable affordable and clean energy for 2.7 million Arizonans. Our service territory stretches across the state from the border town of Douglas to the vistas of the Grand Canyon from the solar fields of Gila Bend to the ponderosa pines of Payson. As the states large...
Arizona Public Service generates reliable affordable and clean energy for 2.7 million Arizonans. Our service territory stretches across the state from the border town of Douglas to the vistas of the Grand Canyon from the solar fields of Gila Bend to the ponderosa pines of Payson. As the states largest and longest-serving energy provider our more than 6000 dedicated employees power our vision of creating a sustainable energy future for Arizona.
Since our founding in 1886 APS has demonstrated a strong commitment to our customers in one of the countrys fastest growing states earning a reputation for customer satisfaction shareholder value operational excellence and business integrity.
Our present and future success depends on the creative and dedicated people of our company who demonstrate the principles outlined in the APS Promise: Design for Tomorrow Empower Each Other and Succeed Together.
Summary
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.
Minimum Requirements
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.
Major Accountabilities
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.
Export Compliance / EEO Statement
This position may require access to and/or use of information subject to control under the Department of Energys 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.
Hybrid:Employees in hybrid roles work both in their home offices (virtually) and alongside their colleagues (in person).
In order for employees to build strong relationships and to promote meaningful in-person interactions hybrid employees are expected to work about 40% of their time in-person at an APS or other (non-home office) location.
Employees are expected to reside in Arizona (or New Mexico for Four Corners-based employees).
Working from a home office requires adequate technology and an appropriate ergonomic set up.
Role types are subject to change based on business need.
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