Senior Manager, Self-Service Channels

Senior Manager, Self-Service Channels

LU Service Corp. Litchfield Park, AZ, US, 85340 Goodyear, AZ, US, 85395 Joplin, MO, US, 64801 Merrick, NY, US, 11566 South Lake Tahoe, CA, US, 96150 Tahoe Vista, CA, US, 96148 Joplin, MO, US, 64804 Massena, NY, US, 13662 Londonderry, NH, US, 03053 Gainesville, GA, US, 30501 Tyler, TX, US, 75703 Manchester, NH, US, 03101 Downey, CA, US, 90241 Fall River, MA, US, 02724 Our purpose is sustaining energy and water for life, and it is demonstrated in everything we do as a business, and as an employee team. At Liberty, we hire passionate people who care about doing the right thing for our customers. We are entrepreneurial, creative, and outcome-focused. Here, your natural talent and achievements will flourish in an inclusive environment of teamwork, trust and continuous learning. We are always pursuing excellence to exceed our ambitions goals, rewarding both the goal outcome and how we achieve it.

Purpose The Senior Manager, Digital Self‑Service Strategy leads the evolution of Liberty's digital customer experience to meet changing customer preferences and industry trends. The role is responsible for defining and executing the enterprise digital containment strategy, expanding intuitive, high‑quality self‑service options across IVR, web, mobile, and AI‑enabled channels so customers can easily resolve routine needs in the channel they prefer. This role intentionally operates within a hybrid service model. While digital experiences are elevated as the primary option for simple and convenience‑driven interactions, Liberty remains committed to a strong live agent presence for customers who prefer to call and for complex, sensitive, or high‑touch needs. Digital self‑service is designed to complement, not replace, live agents by simplifying routine work and enabling agents to focus on higher‑value customer interactions where human expertise matters most.

Accountabilities

• Define and own the enterprise digital self service strategy, positioning digital channels as the primary customer experience.
• Develop and maintain a multi year digital journey roadmap aligned to customer demand reduction, cost efficiency, and experience outcomes.
• Set strategic priorities and sequencing to maximize business impact and scalability.
• Drive sustained digital adoption and measurable demand deflection from assisted channel.
• Own performance outcomes related to containment, call reduction, customer effort, and cost to serve.
• Establish KPIs and reporting models that demonstrate progress toward top quartile performance.
• Lead end to end digital journey design using customer insights, analytics, and testing.
• Establish standards for content, usability, and design consistency across digital experiences.
• Continuously optimize journeys to reduce friction, repeat contacts, and failure points.
• Act as the enterprise owner for digital self service initiatives, aligning IT, Operations, Customer Experience, Analytics, and external partners.
• Provide senior level execution leadership during organizational consolidation and transformation.
• Ensure governance, risk management, compliance, and operational readiness across all digital self service platforms.

Education and Experience Bachelor's degree in Business, Operations, or a related field (or equivalent experience). 5+years of experience in a large-scale utility or regulated industry contact center environment. Deep understanding of IVR systems, web and mobile platforms. Knowledgeable with multiple systems and platforms to ensure seamless customer experiences. This position requires travel (approx 10%-15%) to locations in the United States and occasionally to other US locations and head office in Canada. A valid passport is required for international travel.

Algonquin Power & Utilities Corp. is a growing renewable energy and utility company with over $15 billion of assets across North America and internationally. For more than 30 years, Algonquin has demonstrated an unwavering commitment to delivering clean energy and water solutions. Our rapid growth has led both our regulated utility services and renewable energy business groups into different geographies and commodities, but our purpose remains unchanged – Sustaining Energy and Water for Life. Through our operating business (Liberty), we provide regulated electricity, water, and natural gas utility services to over 1 million customer connections, primarily in North America. And, our growing portfolio of clean, renewable wind, solar, hydro and thermal power generation facilities represent over 3 GW of renewable generation capacity in operation and under construction. With our robust, diversified, and growing presence in communities across North America and internationally, we are continually demonstrating our "Think Global, Act Local" business model.

What we offer Company funded Pension program 401k with Company match Full insurance benefits (health/dental/vision/life) Collaborative environment with a genuine flexible working policy Share purchase/match plan Defined Contribution savings plan Top Talent Program Volunteer paid days off Employee Assistance Program Achievement fund

We are focused on building a diverse and inclusive workforce. If you are excited about this role and are not certain you meet the all the qualification requirements, we encourage you to apply to further investigate the opportunity. We are an equal opportunity employer and value each person's unique background, diversity, experiences, perspectives and talents. Full participation of all employees in a safe, healthy and respectful environment is key to individual and company success. We are committed to fully utilizing the abilities of all of our employees and expect each of our employees to honor this commitment in their daily responsibilities.