Associate Director, Customer Experience Operations at PNM Resources – Albuquerque, New Mexico

POSTING DEADLINE

This position is posted until filled.

DEPARTMENT

Department: Customer Operations

PREFERENCES

The ideal candidate will have experience and excitement around:

Leading a customer experience operation at scale and with purposeShaping the future of utility customer experience by leveraging data, AI, automation and analyticsBuilding and inspiring high-impact leaders and teamsPassionate about operating at the intersection of strategy, regulation and executionBeing a visible, trusted leader inside and outside the organization

JOB DESCRIPTION

Associate Director, Customer Experience Operations

Salary Grade: G03
Minimum Midpoint Maximum
$127,606 - $172,268 - $216,930

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

Oversees the operational side of the Customer Experience including the Contact Center, Statewide Payment Centers, and Customer Interconnection teams. This team fields approximately 750,000 contacts per year, processes over 120,000 in-person customer payments, and is responsible for safely interconnecting over 20,000 solar and new service applications per year while maintaining a safe and reliable electrical grid. Responsible for cultivating a team culture that prioritizes safety, customer service, and continuous improvement. Aligns tactics and outcomes with key stakeholders to enhance customer satisfaction, business strategies, corporate culture, and operational efficiency, while implementing the Customer Operations strategic anchors
ESSENTIAL DUTIES AND RESPONSIBILITIES

Fosters a positive team culture of safety, customer service, and continuous improvement. Oversee training, development, and quality management for all leaders and employees

Manages risk by executing Customer Operations strategy, goals, and tactics. Direct sustainable, repeatable, and quantifiable business and operations process improvements

Manages performance and communicate business results through dashboards and metric reporting

Leads the team into future-state operations by leveraging advanced metering, AI, automation, and analytics

Participates in industry organizations to advance department strategy
Manages priorities and outcomes with key stakeholders to support customer satisfaction, business strategy, communications, and operational efficiency

Ensures business runs in accordance with corporate policies and PRC rules. Manage escalations, safety strategy, departmental processes, and budget adherence
COMPETENCIES

Ability to develop high-impact leaders, building trust with customers, rigorous execution, and systems that enable excellence.

Advanced knowledge of customer experience operations, including contact center, payment center, retail interconnection, distributed generation, meter-to-cash processes, and service delivery chain.

Experience with evolving customer needs and expectations.

Strategic planning, operational planning, budgeting, forecasting, data analysis, and use of AI/automation.

Knowledge of NMPRC, building/electric codes, regulations, policies, and procedures.

Understanding of loss control and safety programs (DOT, CQ, OSHA).
Operational understanding of rate tariffs.

Management proficiency in budgets, analytics, forecasting, conflict resolution, planning, and time management.

Knowledge of HR policies, procedures, rules, and regulations.

Executive presence and communication skills for interfacing with customers, officials, media, employees, and partners.

Ability to motivate and direct a large workforce, achieve goals through influence, and promote ethical standards.

Ability to manage in a changing environment and empower others.

Ability to develop and execute strategies for company objectives and service standards.

Safety advocacy for office and field employees.

QUALIFICATIONS

Minimum Education and/or Experience:

Bachelor¿s degree from a four-year college or university, with seven to nine years of related experience, including five years of management experience, or equivalent combination of education and/or experience managing technical teams.

Prior supervisory/management experience.

Certificates, Licenses, Registrations:

Industry-relevant certificates and licenses preferred (Utility-specific training, PMP, Lean, Agile/Scrum, AI, etc.).

SUPERVISORY RESPONSIBILITIES

Directs employees, managers, and supervisors within the Contact Center, Payment Centers, and Customer Interconnection.

Coordinates integrated operations of Contact Center and Payment Centers (NICE InContact System, Banner, etc.).

Coordinates renewable interconnection, new service, upgrades, Webex Contact Center, and PowerClerk enterprise system.

COMMUNICATION SKILLS

Ability to read, analyze, write, and interpret documents (safety rules, procedures, instructions, journals, technical procedures, regulations).

Ability to speak clearly and persuasively, listen effectively, and respond to questions.

Ability to present information and respond to questions from various groups.

Ability to articulate expectations and department goals.

MATHEMATICAL SKILLS

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

COMPUTER SKILLS

Advanced knowledge of spreadsheet, word processing, database, and presentation software.

Advanced knowledge of personnel, budget, billing, field, and invoice systems.

Ability to navigate Banner CIS and understand ITRON technology and meter reading technologies.

Ability to direct creation of metric dashboards, automation, and AI solutions.

ANALYSIS AND PROBLEM-SOLVING ABILITY

Ability to apply principles of common sense, logical/scientific thinking to practical problems.

Ability to deal with abstract and concrete variables, think critically and analytically, and pay attention to detail.

Ability to seek innovative solutions to complex issues.

DECISION MAKING

Use accurate, current, and crucial information to make decisions.

Base decisions on measurement and analysis to improve performance.

PHYSICAL DEMANDS

Regularly required to sit up to 2/3 of the time.
Occasionally lift/move up to 10 pounds.
Must be able to travel within company service areas.
Periodically work weekends and evenings.

WORK ENVIRONMENT

Office environment with travel required to support remote employees.

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 505-241-4627.