Manager Customer Solutions and Lifecycle

The Manager Customer Solutions and Lifecycle is responsible for overseeing the development, execution, and performance of customer-focused strategies, programs, and solutions across the organization. This includes managing the Customer Assistance Solutions, Customer Lifecycle, and Customer Solutions teams, with a focus on creating a frictionless customer experience that aligns with business goals. This role will ensure all teams work collaboratively to optimize customer interactions, enhance satisfaction, and drive solution engagement growth across both residential and business customer segments. The Manager will lead cross-functional initiatives, engage in data-driven decision-making, and provide thought leadership in shaping the strategic direction of customer solutions and lifecycle programs.

• Bachelors' Degree in Marketing, Business or related business discipline
• Ten (10) years of marketing, customer experience, operations or program management experience, including significant leadership experience.
• Expertise in program management, customer experience improvement, customer lifecycle strategies, and data analysis.
• Proven experience in managing cross-functional teams and building strong relationships across various business units.
• Excellent verbal and written communication skills, with the ability to engage at all organizational levels.
• Strong analytical mindset, able to use data insights to influence strategic decisions.
• Proficiency with Microsoft Word, Excel, Outlook, and customer engagement tools like MS Customer 360, CC&B, APS.com, and related platforms.

Preferred Special Skills, Knowledge or Qualifications:

• Knowledge of marketing strategies, tactics, research techniques, segmentation, value-based marketing and sales.
• Excellent professional written and verbal communication skills and strong interpersonal skills.
• Demonstrated success in managing large teams.
• Record of establishing priorities and achieving results.
• Ability to establish and maintain effective working relationships with various levels of personnel and other departments.
• Proficiency with Microsoft Word, Excel, Outlook and Internet.

1) Oversee the development, execution and alignment of strategies and initiatives for Customer Assistance Solutions, Customer Lifecycle Strategies, and Customer Solutions to maximize customer satisfaction and operational efficiency and drive innovation in customer engagement ensuring best practice across all customer facing programs.

2) Collaborate and lead cross-functional teams to implement customer solutions and lifecycle initiatives ensuring alignment and consistency in the delivery of highly satisfying customer solutions and experiences.

3) Establish and utilize key performance metrics for customer experience initiatives and performance, lead efforts in utilizing data metrics to measure and optimize customer lifecycle effectiveness.

4) Advocate for and drive continuous improvement enhancements of customer facing solutions based on customer feedback, data analysis, and CXI process to optimize customer journeys and improve engagement.

5) Manage and mentor the team members, provide coaching, recognition, feedback, and development opportunities to ensure continuous growth and alignment with company objectives.

6) Monitor and manage the departments budgets, to include expenditures of department and resources are allocated efficiently to ensure all customer programs are delivered within scope, on time, and within budget.

7) Oversee the development, road mapping, and implementation of customer solutions, ensuring alignment with customer needs, business goals, and technological capabilities to enhance customer experience and streamline internal processes.

8) Identify emerging trends in customer behavior/engagement and regularly evaluate customer assistance, lifecycle and solution strategies.Apply and adjust tactics to meet evolving customer expectations and business needs.

This position may require access to and/or use of information subject to control under the Department of Energy's Part 810 Regulations (10 CFR Part 810), the Export Administration Regulations (EAR) (15 CFR Parts 730 through 774), or the International Traffic in Arms Regulations (ITAR) (22 CFR Chapter I, Subchapter M Part 120) (collectively, 'U.S. Export Control Laws'). Therefore, some positions may require applicants to be a U.S. person, which is defined as a U.S. Citizen, a U.S. Lawful Permanent Resident (i.e. 'Green Card Holder'), a Political Asylee, or a Refugee under the U.S. Export Control Laws. All applicants will be required to confirm their U.S. person or non-US person status. All information collected in this regard will only be used to ensure compliance with U.S. Export Control Laws, and will be used in full compliance with all applicable laws prohibiting discrimination on the basis of national origin and other factors. For positions at Palo Verde Nuclear Generating Stations (PVNGS) all openings will require applicants to be a U.S. person.

Pinnacle West Capital Corporation and its subsidiaries and affiliates ('Pinnacle West') maintain a continuing policy of nondiscrimination in employment. It is our policy to provide equal opportunity in all phases of the employment process and in compliance with applicable federal, state, and local laws and regulations. This policy of nondiscrimination shall include, but not be limited to, recruiting, hiring, promoting, compensating, reassigning, demoting, transferring, laying off, recalling, terminating employment, and training for all positions without regard to race, color, religion, disability, age, national origin, gender, gender identity, sexual orientation, marital status, protected veteran status, or any other classification or characteristic protected by law.

For more information on applicable equal employment regulations, please refer to EEO is the Law poster. Federal law requires all employers to verify the identity and employment eligibility of every person hired to work in the United States, refer to E-Verify poster. View the employee rights and responsibilities under the Family and Medical Leave Act (FMLA).

In compliance with the Drug Free Workplace Act of 1988, the Company is committed to a work environment that is free from the effects of alcohol and controlled substances, and free from the abuse or inappropriate use of prescribed and over-the-counter medications. The Company requires employees to be subject to drug and alcohol testing that is job-related and consistent with business necessity, regulatory requirements and applicable laws.