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Avista · 1 day ago

Customer Experience Program Manager

Spokane Valley, WA

Full-time

Hybrid

Mid, Senior Level

$85K/yr - $156K/yr

3+ years exp

Avista is a company focused on customer satisfaction and experience. They are seeking a Customer Experience Program Manager to lead the development, monitoring, and administration of customer experience programs, ensuring continuous improvement through data insights and collaboration.

Electrical DistributionEnergyEnergy Management

Responsibilities

Focuses on designing and launching customer experience initiatives, partnering with stakeholders, developing procedures and schedules, managing budgets, analyzing program effectiveness, and serving as a subject matter expert in compliance

The role is hands-on in executing and improving customer experience programs, but typically within established frameworks

Includes all duties of Level I, plus responsibility for complex or highly visible programs with multiple services

Researches and develops new functions, oversees implementation of new tools and technologies, manages budgets and expenditures, develops program strategy, anticipates risks, and may coach or guide assigned employees

The role is strategic, with broader impact and higher complexity

Qualification

Program ManagementCustomer ExperienceBudget ManagementProcess ImprovementProject ManagementGoal SettingData AnalysisCommunication SkillsOrganizational Skills

Required

Bachelor's degree in business, Marketing, Communications, or related field required

Three (3) years progressively increasing responsibility in areas such as customer service operations, process improvement, or project/program management required

Effective and flexible written and verbal communication skills, including presentation and public speaking required

Demonstrated skill in organizing resources and establishing priorities required

Ability to establish goals and objectives

Ability to effectively plan work activities, schedules, priorities, and utilization of resources

Ability to use appropriate technology to organize, synthesize, and communicate data

Seven (7) years progressively increasing responsibility in areas such as customer service operations, process improvement, or project/program management required for Customer Experience Program Manager II

Comprehensive knowledge of budget principles, development, and administration required for Customer Experience Program Manager II