Manager, Self-service Channels

Liberty Utilities Co

Litchfield Park, AZ, US
Base: $120,000.00- $140,000.00 py; bonus/equity: n...
On-site
Ivr, web and mobile applications
Ai-powered platforms
Customer satisfaction and digital adoption
The Manager, Self-Service Channels is responsible for leading the strategy, delivery, and continuous improvement of the company’s non-live customer service channels to ensure customers can independently complete tasks through seamless, intuitive, and reliable digital experiences

Job Summary

  • The Manager, Self-Service Channels is responsible for leading the strategy, delivery, and continuous improvement of the company’s non-live customer service channels 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.
  • Liberty hires passionate people who care about doing the right thing for our customers and offers a collaborative environment with a genuine flexible working policy.

Matching Summary

The Manager, Self-Service Channels is responsible for leading the strategy, delivery, and continuous improvement of the company’s non-live customer service channels to ensure customers can independently complete tasks through seamless, intuitive, and reliable digital experiences.

Salary

Base: $120,000.00- $140,000.00 per year; Bonus/Equity: Not specified; Benefits: Full insurance benefits (health/dental/vision/life), 401k with Company match, Share purchase/match plan, Defined Contribution savings plan

Skills & Requirements

Must-have

  • IVR, web and mobile applications
  • AI-powered platforms
  • Customer satisfaction and digital adoption
  • Cross-functional leadership
  • Performance frameworks
  • Vendor and contract management

Nice-to-have

  • Entrepreneurial, creative, outcome-focused
  • Inclusive environment of teamwork
  • Continuous learning
  • Pursuing excellence

Key Requirements

  • Bachelor degree or equivalent professional experience
  • 5+ years of experience in digital channel management
  • Proven ability to manage cross-functional projects
  • Skilled in using AI tools
  • Deep understanding of IVR systems
  • Demonstrated success managing vendors
  • Ability to travel 25%-50%

Work Rights

Not specified

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