About

• Customer Service Experience & Change Manager
• About the Role
• We’re seeking a dynamic and strategic Customer Experience & Change Manager to lead initiatives that improve customer satisfaction and streamline Care operations in the Texas retail energy market. This individual contributor role focuses on managing change, analyzing customer feedback, and driving continuous improvement—no direct reports.
• A Day in the Life and Why it Matters
• Start your day reviewing upcoming changes and collaborating on process updates. In the afternoon, analyze complaints, draft action plans, and lead discussions with leadership. You’ll ensure every change enhances the customer experience—acting as the bridge between process, people, and impact.You’ll be the voice of the customer, ensuring processes and communications empower agents to deliver exceptional service. Your work will directly influence operational efficiency and customer experience outcomes.
• Key Responsibilities
• Care Change Management
• Review proposed business changes and assess their impact on Care operations.
• Collaborate cross-functionally to design and document updated Care processes.
• Develop concise change summaries and distribute them to site leaders to support operational readiness.
• Update Care Knowledge Articles for permanent changes; prepare communication briefs for short-term adjustments.
• Present weekly updates in cross-site leadership meetings, foster Q&A discussions, and capture unresolved questions for follow-up.
• Care Complaints Review & Mitigation
• Conduct root-cause analysis of customer complaints, examining gaps in existing processes and challenges within approved policies.
• Differentiate between process failures vs. customer experience drivers caused by inefficiencies.
• Present findings and recommended action plans to leadership for approval.

Drive execution of action plans, which may include

• Coordinating system/process enhancements with the Systems team.
• Partnering with site leaders on coaching opportunities.
• Updating Knowledge Articles following approved policy or process changes.
• Key Impact Areas
• Improved CSAT and FCR through targeted change initiatives.
• Reduced complaint resolution time via root-cause analysis and mitigation.
• Increased agent readiness through clear documentation and training alignment.
• Enhanced operational consistency across Care sites.
• Strengthened cross-functional collaboration and leadership visibility.
• Qualifications
• Hands-on experience in customer service within the Texas retail energy market (must-have).
• Background as a customer service agent, Care team lead, or QA/coaching, Training role strongly preferred. Minimum 5 years of Customer Service experience is required for the successful candidate.
• Strong critical thinking, analytical, and problem-solving skills.
• Excellent written and verbal communication skills, with the ability to simplify complex changes for broad audiences.
• Skilled in cross-functional collaboration and comfortable presenting to leadership.
• Experience in training, process documentation, and change communication.
• Strong communication and analytical skills.
• Proficiency in Microsoft Office Suite.
• Familiarity with tools like Salesforce Knowledge, and Amazon Connect is a plus.
• #LI-AP1