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Liberty · 1 day ago

Program Manager, Self-Service (Utility Customer Service)

Joplin, MO

Full-time

Hybrid

Senior Level

5+ years exp

Liberty is dedicated to sustaining energy and water for life, fostering a culture of teamwork and continuous learning. The Program Manager, Self-Service will lead initiatives to enhance non-live customer service channels, focusing on improving customer experience and digital adoption through innovative solutions and performance frameworks.

EnergyRecyclingRenewable EnergySustainabilityWaste ManagementWater

Responsibilities

Inspires excellence through strong communication of the company's vision and strategic targets to support a motivated and positive work culture. Support initiatives that enhance system reliability, scalability and integration across the customer journey

Ensure all digital channels are intuitive, accessible, and aligned with customer preferences. Coordinates emergency response, ensuring all parties are trained on emergency policies and procedures. Continuously improve channel performance through customer feedback, usability testing, and analytics. Develops and enhances process documentation through regular review and as required from regulatory, state and or new project implementation requirements

Use data to tell the story of customer interactions across channels, identifying opportunities for improvement and innovation. Monitor and report on key metrics such as containment rate, CSAT, and digital adoption. Collaborate with analytics teams to develop dashboards and insights that inform strategy

Performs duties in compliance with laws, regulations, company policies and procedures. Adheres to Liberty security policies. Provides accurate information regarding Liberty services and guidelines. Coordinates emergency response, ensuring all parties are trained on emergency policies and procedures