Customer Experience Operations Manager

Demonstrated experience leading and supervising high-performing teams Proven ability to manage complex projects and balance multiple priorities effectively Leading a customer experience operation at scale with a focus on continuous improvement and customer outcomes Building strong stakeholder relationships and driving cross-functional alignment Drive automation, AI, and process modernization to enhance customer experience and operations

JOB DESCRIPTION

Customer Experience Operations Manager Salary Grade: G04 Minimum Midpoint Maximum $110,004- $148,506- $187,007 Given the financial nature of this position, this position has been defined as a position requiring a credit check. Prior to being hired, promoted, or transferred into the position, the candidate must successfully pass a credit background check.

SUMMARY

The Customer Experience Operations Manager leads a broad portfolio of customer-facing functions to deliver consistent, high-quality experience across all touchpoints, with accountability for customer interconnections (new and upgraded service and solar) ensuring safe, timely, and compliant execution. The role oversees the in-person customer experience, drives small and medium business (SMB) strategy to meet the unique needs of this segment, and strengthens organizational capability through targeted training and development. Additionally, the manager ensures effective resolution of customer escalations while identifying root causes to drive continuous improvement, and leverages analytics and customer insights to monitor performance, inform decisions, and advance customer satisfaction and operational outcomes.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Responsible for leading, directing and developing a high performing team with strategic outlook and operational discipline. Oversees and leads a comprehensive customer-focused strategy that creates strong tactics and solutions for improved customer experience. This role is currently focused on in person customer experience (i.e., payment and support centers) and deploying SMB tactics. Performs top-line and in-depth analyses using database software and tools; producing thoughtful, actionable insights from data analyses and customer behavior observations and using those insights to develop and present appropriate process and system improvements. Use the data to forecast resource needs for Customer Experience Operations. Develops, refine and manage automation and AI efforts in support of the customer experience. Directs the documentation and continuous revision of internal processes in support of robust knowledge management and escalation mitigation. Develops and delivers a robust training strategy that includes new employee onboarding, refresher training and leadership and professional development opportunities. Oversees escalation program, including research and response documentation. Develops and maintain effective relationships with key internal and external stakeholder. Demonstrates strong communication and organizational skills combined with attention to detail are critical to success.

COMPETENCIES

Ability to be a resourceful, creative thinker; proactive in recommending improvements and ideas. Ability to quickly learn new systems to mine data for insights that form strategy recommendations and synthesize that data into a clear, compelling, actionable story. Ability to handle multiple projects simultaneously, with attention to detail and changing priorities. Ability to effectively communicate through different mediums with all levels of management and employees. Ability to build, test and review metrics and dashboards, ensuring that they contain valid measures and analyzable data that will meet the goals of the organization. Ability to construct, format and disburse reports for Management review. Organized, with high attention to accuracy and quality of results. Demonstrated experience, knowledge, skills, adaptability, and flexibility in business planning, organizing, operational planning, budgeting, forecasting, statistical analysis, benchmark indicators, applicable data analysis, and use of computer software. Detailed knowledge of problem solving, quality improvement, project management, change management, performance management, process analysis to support high performing teams, a culture of continuous improvement and excellent customer service. Demonstrated track record of achievement; tangible results to demonstrate in prior roles. Experience managing high performing teams. Familiarity with electric industry technologies related to distributed energy resources, electrification, grid modernization, energy storage, etc. Ability to operate in a transforming environment and culture, create change, advance ideas, and be comfortable with ambiguity. Ability to build teams committed to common goals and visions, achieve goals through influence versus direct line authority, and promote and translate ethical standards into action. Requires initiative, judgment, and excellent communication skills to direct and motivate a large workforce. Demonstrated ability to manage in a changing environment that supports the empowerment of others.

QUALIFICATIONS

MINIMUM EDUCATION AND/OR EXPERIENCE

Bachelor’s degree from four-year college or university in business, engineering, marketing, or related area of concentration with 3+ years of experience of developing and leading teams. Prior supervisory/management experience. Experience with NICE/InContact IVR software preferred. Experience with Business Intelligence systems (i.e. PowerBI) and database management preferred. Experience with voice of customer platforms (i.e. Qualtrics) preferred.

CERTIFICATES, LICENSES, REGISTRATIONS

Customer Experience Professional certification preferred. Certificate or experience with developing and deploying training programs preferred. Certificate or experience building agentic AI and automation preferred.

SUPERVISORY RESPONSIBILITIES

Responsible for the direction of supervisors and individual contributors with responsibilities for change management, process and system improvements, quality management, metric reporting, customer escalations, and training. Evaluates, recommends and leads strategic and operational priorities for the Customer Interconnection teams.

COMMUNICATION SKILLS

Excellent communication skills including developing and delivering management level presentations. Strong multi-tasking ability. Adaptive to change. Ability to collaborate and build consensus in team environments.

MATHEMATICAL SKILLS

Ability to work with mathematical concepts such as probability and statistical inference. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

COMPUTER SKILLS

Prior experience working in the NICE/InContact and Qualtrics CX platform or an equivalent survey platform. Prior experience with Business Intelligence systems (i.e. PowerBI) or other database management tools. Ability to create Excel spreadsheets using advanced functions and formulas such as VLOOKUP, IF statements, nested formulas, pivot tables, conditional formatting, etc.) strongly preferred. Summarize data to provide insights via MS Power Point and MS Excel.

ANALYSIS AND PROBLEM-SOLVING ABILITY

Strong statistical skills, as well as experience working with data from diverse sources. Ability to demonstrate exceptional analytical skills required with an emphasis on problem solving. Knowledge and experience with customer feedback and user-generated content including ratings and reviews, social media, surveys, etc.

DECISION MAKING

Uses accurate, current, and crucial information to make decisions. Bases decisions on measurement and analysis, extracting larger meaning from data and information to improve performance.

PHYSICAL DEMANDS

While performing the duties of this job, the employee is regularly required to sit up to 2/3 of the time. The employee must occasionally lift and/or move up to 10 pounds.

WORK ENVIRONMENT

Office environment. This role includes oversight of statewide facilities and employees. Travel is required to ensure operational continuity.

SAFETY AND ADA STATEMENT

Safety Statement: Safety is a core value at (TXNM Energy/PNM/TNMP) and our vision, "everyone goes home safe", reflects our commitment to promoting an environment conducive to learning, improving and building safety practices. Our safety value is built upon the belief that every employee deserves to work in an environment free from harm. Americans with Disabilities Act (ADA) Statement: If you require assistance with the job application process due to a disability, please contact HR ADA Analyst, at View phone number on click.appcast.io. #J-18808-Ljbffr PNM