About the job
The Digital Customer Solutions Manager will drive the strategic vision and operational execution of APS's customer digital experience. This role involves leading the Digital Customer Solutions team and collaborating with various partners to develop and implement strategies, manage day-to-day operations, and oversee the development and maintenance of all customer digital channels, including aps.com, mobile applications, alerts, notifications, and new digital engagement avenues. The manager will also be responsible for cross-departmental governance, reporting, and executive communication. The role requires providing 24/7 operational support and emergency response as necessary, acting as the business owner of all digital experiences crafted for customers.
Key Responsibilities
1) Lead a customer-centric team to design, implement, and manage all digital experience channels, including APS.com and mobile apps. Responsibilities include developing a digitalization strategy, roadmap, and management plan focused on customer usability, interface design, technical integration, IT coordination, and content creation.
2) Develop and manage a digital customer program portfolio aimed at optimizing customer experiences, managing utility expenses, enhancing customer savings, and aligning with relevant regulations. Establish annual goals and operational plans to meet or exceed user experience and participation targets. Utilize customer management systems to analyze inquiries and drive improvements.
3) Propose new programs or enhancements to existing ones based on benchmarking, market research, and best practices. Ensure digital strategies are designed and executed to provide an optimal customer experience in compliance with evolving regulations and technologies.
4) Lead change management initiatives to enhance internal processes using an agile approach.
5) Cultivate and manage relationships with customer solution vendors. Collaborate with the Procurement department to negotiate contracts and agreements to maximize operational performance and shareholder benefits. Monitor compliance and validate vendor performance against program expectations.

