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Liberty Group South Africa · 3 days ago

Program Manager, Self-Service (Utility Customer Service)

Joplin, MO

Full-time

Hybrid

Senior Level

5+ years exp

Liberty is a growing renewable energy and utility company focused on delivering clean energy and water solutions. The Program Manager, Self-Service will plan and execute initiatives that enhance non-live customer service channels, utilizing data to improve customer experience and drive digital adoption.

Financial ServicesHealth CareInsuranceLife Insurance

Work & Life Balance

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