Customer Experience Program Manager

Customer Experience Program Manager

Provides technical and program management leadership in developing, monitoring, and administering Customer Experience program objectives. Responsible for designing, implementing, and optimizing programs that enhance the end-to-end customer journey. This role bridges strategy and execution, ensuring that customer feedback, data insights, and cross-functional collaboration drive continuous improvement in customer satisfaction, loyalty, and advocacy. Leads and supports proactive program planning, estimation, budgeting, and documentation and coordinates with team members on execution and monitoring. Builds and implements procedures, templates, and methods to monitor, evaluate, prioritize, and prepare for program opportunities. Responsible for overall program delivery to include budget, timeline, quality, change management, communication plans, and deliverables.

Responsibilities:

Customer Experience Program Manager I:

• Focuses on designing and launching customer experience initiatives, partnering with stakeholders, developing procedures and schedules, managing budgets, analyzing program effectiveness, and serving as a subject matter expert in compliance.
• The role is hands-on in executing and improving customer experience programs, but typically within established frameworks.

Customer Experience Program Manager II:

• Includes all duties of Level I, plus responsibility for complex or highly visible programs with multiple services.
• Researches and develops new functions, oversees implementation of new tools and technologies, manages budgets and expenditures, develops program strategy, anticipates risks, and may coach or guide assigned employees.
• The role is strategic, with broader impact and higher complexity.

Requirements:

Customer Experience Program Manager I:

• Bachelor's degree in business, Marketing, Communications, or related field required.
• Three (3) years progressively increasing responsibility in areas such as customer service operations, process improvement, or project/program management required.
• Effective and flexible written and verbal communication skills, including presentation and public speaking required.
• Project Management or Program Management experience preferred.
• Demonstrated skill in organizing resources and establishing priorities required.
• Understanding of utility operations preferred.
• Ability to establish goals and objectives.
• Ability to effectively plan work activities, schedules, priorities, and utilization of resources.
• Ability to use appropriate technology to organize, synthesize, and communicate data.
• Hiring Range: $84,939 - $110,421

Customer Experience Program Manager II meets all the above requirements plus:

• Seven (7) years progressively increasing responsibility in areas such as customer service operations, process improvement, or project/program management required.
• Comprehensive knowledge of budget principles, development, and administration.
• Hiring Range: $96,517 - $126,439

Other combinations of education and experience may be considered. Hybrid work options are available for this role. The successful candidate will be required to work at least 3 days in person per week including Mondays and Tuesdays with additional day(s) determined by the manager. This position will be located at our Call Center in either Spokane Valley, Washington or Lewiston, Idaho and will be required to work at our various offices based on business needs.

To Apply:

We encourage you to apply as many of our positions have multiple levels to account for an incoming employee's various knowledge, skills, and experience. Complete an online application and attach your resume and cover letter to your profile. All documents must be attached to your application at the time of submitting your application for review. No documents can be attached after you click "Submit".

Total Rewards:

At Avista, our employees are the foundation of our success. Their dedication drives the value we deliver to our customers and communities. That's why we prioritize the physical, mental, and financial well-being of our team members and their families. We offer a comprehensive Total Rewards program designed to support every stage of life and career. Our offerings include:

• Affordable healthcare options including medical, dental, and vision coverage
• Retirement benefits with an enhanced 401(k) match
• Incentive and bonus programs rewarding performance and contributions
• Generous paid time off including holidays, personal days, and vacation
• Life and disability insurance for added peace of mind
• Wellness resources supporting mental and physical health
• Education and development support including tuition assistance
• Community giving programs encouraging employee engagement and impact
• Many other elective benefits from Legal insurance, Pet insurance, and more

To learn more, please visit our benefits website.

Avista's Commitment to Equal Opportunity:

Avista is a safe, inclusive workplace for people of all backgrounds, and we are committed to Equal Opportunity Employment. All qualified applicants will be considered regardless of race, color, religion, national origin, sex, gender identity, sexual orientation, marital status, age, sensory, mental or physical disability (unless based upon a bona fide occupational qualification), Veteran status or any other classification protected by nondiscrimination laws.

Pre-employment screening requirements:

Employment is contingent upon the successful completion of a drug test, background check and motor vehicle records review.