Manager, Self-Service Channels - Londonderry - Liberty

    Liberty
    Liberty Londonderry

    4 hours ago

    Description
    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 Manager, Self‑Service Channels is responsible for leading the strategy, delivery, and continuous improvement of the company's non‑live customer service channels—including IVR, web and mobile applications, and emerging AI‑powered platforms—to ensure customers can independently complete tasks through seamless, intuitive, and reliable digital experiences. This role drives measurable improvements in customer satisfaction, digital adoption, and call reduction by building performance frameworks that monitor channel usability, reliability, and operational impact, while ensuring alignment with business objectives and regulatory expectations. Acting as a cross‑functional leader, the Manager, Self‑Service Channels collaborates closely with IT, Operations, Customer Experience, and other business partners to maintain channel performance, integrate new capabilities, and support both day‑to‑day operations and broader transformation initiatives.
    Accountabilities
    • Lead the strategy, roadmap, and execution of enhancements across IVR, mobile, web, and AI-enabled self-service environments.
    • Own the performance and direction of self-service channels, ensuring solutions support customer preferences, operational needs, and business priorities.
    • Champion digital self-service adoption across the organization by communicating goals, performance trends, and opportunities for innovation.
    • Establish and maintain performance frameworks to measure channel usability, reliability, containment, customer satisfaction, and adoption.
    • Use customer insights, analytics, and usability findings to identify friction points and prioritize improvements.
    • Partner with analytics teams to develop dashboards that track customer behavior, performance trends, and business outcomes.
    • Lead cross-functional planning and governance routines to ensure initiatives are designed, tested, and deployed with quality.
    • Work closely with IT, Customer Experience, Operations, and Communications to ensure self-service channels integrate effectively with backend systems and agent workflows.
    • Maintain alignment with regulatory, compliance, and legal requirements, ensuring all digital channels meet required standards.
    • Oversee the evaluation and enhancement of self-service journeys using customer feedback, testing insights, and operational data.
    • Establish standards for design, content, and functionality to ensure consistent and user-centered experiences across digital channels.
    • Drive ongoing optimization efforts that simplify user flows, reduce failure points, and lower call volume.
    • Ensure digital channels remain accurate and reliable during planned and unplanned events, including outages and emergency scenarios.
    • Lead readiness activities by coordinating with key partners to update IVR flows, scripts, messaging, and system logic during emergency responses.
    • Maintain documentation and processes required for audits, regulatory reviews, and new project implementations.
    Education and Experience
    • Bachelor degree or equivalent professional experience
    • 5+ years of experience in digital channel management, customer experience, product management, or related fields.
    • Proven ability to manage cross‑functional projects and develop clear project plans, documentation, and readiness criteria
    • Skilled in using AI tools and staying current with automation trends.
    • Deep understanding of IVR systems, web platforms, and mobile platforms.
    • Proven experience leading large‑scale enterprise programs without direct people leadership.
    • Demonstrated success managing vendors and multi‑million‑dollar technology contracts ($5–7M+).
    • Experience delivering seamless, end‑to‑end customer experiences across multiple systems and channels to ensure seamless digital journeys.
    • Strong ability to influence senior leaders and cross‑functional teams through expertise and results.
    • Ability to analyze data, interpret customer behavior, and translate insights into actionable improvements.
    • Ability to travel 25%–50% within the United States and occasionally to other U.S. locations and the Canadian head office; valid passport required.
    Compensation Data
    Full base salary range $120, $140,000.00 per year*Liberty considers several factors when extending an offer, including but not limited to, the role and responsibilities, a candidate's work experience, education, training and skills, and geographic location.
    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.
    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.
    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
    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.
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