El Paso Water · 4 hours ago
Utility Chief Customer Experience Officer
El Paso, TX
Full-time
Onsite
Director/Executive
$100K/yr - $171K/yr
6+ years expEl Paso Water is a utility company dedicated to providing water services to the city of El Paso. They are seeking a Utility Chief Customer Experience Officer to provide strategic oversight of customer service functions, aiming to maximize customer satisfaction and implement service delivery improvements.
Service IndustryWaterWater Purification
Responsibilities
Collaborate with organizational leaders to assess complex customer service issues, evaluate information, and create new practices which promotes El Paso Water’s strategic priorities, culture, mission, and values
Monitor and evaluate the efficiency and effectiveness of service delivery methods and procedures
Identify opportunities for improvement and direct the implementation of changes
Direct and ensure the development and implementation of customer service policies, procedures and service delivery methods utilizing appropriate performance indicators for optimal efficiency
Lead complex and sensitive cross-functional activities to resolve problems and integrate solutions that translate into service improvements
Respond to and resolve sensitive inquiries and complaints from both internal and external sources
Implement strategies, resolve issues and drive customer service practices and processes that will create an effective organization
Represent Customer Service in Public Service Board meetings as well as customer appeal hearings
Oversee, coordinate, and perform special research requests
Lead the development, analysis and implementation of policy, including identifying key strategic initiatives, business planning efforts, and policies and procedures
Evaluate and promote new technologies within Customer Service that will enhance the level of service provided to customers
Maintain current knowledge and understanding of regulations, industry trends, current practices, new developments, and applicable laws for area
Promote and encourage teamwork and cooperative efforts including with outside agencies and community
Direct and coordinate through subordinate managers or give technical direction as needed
Provide feedback and support for managers to ensure quality in customer care and direction
Develop budget and determines expenses
Direct budget allocation, employee assignments, objectives and performance of subordinate managers and supervisors
Direct managerial staff to ensure productivity, hiring, and quality staff management
Supervise assigned staff
Schedule, assign, instruct in, guide and check work
Appraise employee performance and review evaluations by subordinates
Provide for training and development; enforce personnel rules and regulations and work behavior standards firmly and impartially
Counsel, motivate and maintain harmony
Interview applicants and determine hiring, termination, transfer, discipline, merit increases or other employee status changes
Qualification
Required
Bachelor's degree or higher in Business Administration, Public Administration or related field
Six (6) years of progressively responsible experience in customer service operations, financial management or public administration
Three (3) years of management or supervisory experience within related area
Valid Class “C” Driver's License or equivalent from another state
Company
El Paso Water
El Paso Water specializes in wastewater treatment, reclaimed water, water resources, advanced purification and stormwater services
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Adam Wickersham, MBA
Utility Assistant Chief Information Officer of Automation & Data
Elmer Beeler
Chief Support and Logistics Officer
Recent News
2025-11-26
2025-11-25
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