- Salary
- $158k – $243k/yr
- Location
- Monterey, CA, US
- Seniority
- Director
- Education
- Bachelor
- Source
- GovernmentJobs
Description
Central Coast Community Energy (3CE) is seeking a motivated Director of Customer Experience and Success to join our team! Apply immediately as this posting may close once sufficient applications are received.
Annual Salary Range: $157,699.06 - $242,613.93
FLSA Status: Exempt
Location: Monterey, CA or San Luis Obispo, CA.
About the Position:
The Director of Customer Experience and Success works under the general direction of the Chief Customer Officer and provides strategic leadership for 3CE's customer-facing operations, including Customer Account Services, Key Accounts, Customer Experience, Customer Intelligence, CRM strategy, and Call Center operations. The Director is responsible for developing a customer-centered strategy that strengthens customer trust, retention, and long-term relationships while ensuring customers can confidently understand their energy costs, evaluate available options, and participate in clean energy programs.
This position establishes service standards, guides customer strategy, oversees operational performance, leverages customer intelligence, and ensures that customer perspectives are incorporated into organizational planning and decision-making.
The Director oversees Customer Account Services, Call Center operations (whether internally managed or outsourced), CRM and customer intelligence systems, customer experience initiatives, and strategic customer engagement. The Director also evaluates future customer service models, including the potential transition to an in-house call center, while ensuring operational excellence, fiscal responsibility, and continuous improvement.
Supervisory Responsibilities:
This position exercises supervision over staff.
Ideal Candidate and Leadership Expectations:
The Director of Customer Experience & Success leads with clarity, curiosity, accountability, and a commitment to continuous improvement. This leader helps managers and teams connect daily customer interactions to the organization's broader mission while creating systems that enable exceptional service at scale.
The Director is expected to comfortably operate at multiple levels:
- Advising executive leadership
- Coaching managers
- Building high-performing teams
- Guiding strategic customer relationships
- Interpreting customer data
- Improving operational systems
- Leading organizational change
- Representing the customer perspective in executive decision-making
The successful candidate is both a strategic thinker and an operational leader—someone who understands that exceptional customer experience results from thoughtful systems, empowered employees, intelligent use of data, and strong cross-functional collaboration.
About 3CE:
3CE is a Community Choice Aggregation agency established by local communities to source clean and renewable electricity at responsible rates for more than 1.2 million residential, commercial, and agricultural customers throughout Monterey, San Benito, Santa Cruz, San Luis Obispo, and Santa Barbara counties. 3CE is locally controlled and governed by board members who represent the communities served by the agency.
3CE is committed to reducing greenhouse gas emissions through local control of utility-scale renewable electricity generation, investment in new renewable power projects, and the implementation of innovative energy programs that facilitate the electrification of transportation and the built environment. 3CE promotes long-term electric rate stability and energy security while reducing reliance on fossil fuels and stimulating the local economy.
Strategic Leadership
- Develop and lead 3CE's customer experience and customer success strategy.
- Establish organizational vision, priorities, service standards, and performance expectations.
- Build a proactive customer success model that strengthens customer trust, retention, and long-term engagement.
- Advise executive leadership regarding customer trends, emerging risks, service gaps, and opportunities.
- Serve as the organization's senior voice of the customer.
- Ensure customer considerations are incorporated into organizational planning, operational changes, communications, and program design.
- Foster a culture of accountability, innovation, collaboration, and continuous improvement.
Customer Experience & Operations
- Lead all aspects of customer service operations and customer experience.
- Design operational frameworks and service delivery models that improve customer outcomes.
- Establish service standards, quality assurance programs, escalation procedures, and operational KPIs.
- Oversee customer issue resolution for complex or high-profile customer concerns.
- Prepare and manage departmental budgets.
- Develop operational policies, procedures, and performance metrics.
- Continuously evaluate opportunities to improve efficiency, service quality, and customer satisfaction.
Customer Account Management & Strategic Customer Engagement
- Establish customer segmentation and account management strategies.
- Guide executive-level relationships with public agencies, commercial customers, and strategic partners.
- Develop standards for account planning and customer retention.
- Participate in high-level customer meetings involving executives, elected officials, and public agencies.
- Strengthen customer relationships through proactive engagement and strategic outreach.
Call Center Leadership
- Oversee internal or outsourced call center operations.
- Evaluate future operating models, including the potential transition to an in-house call center.
- Establish workforce planning, quality assurance, training, and performance management programs.
- Monitor vendor performance and contractual service standards.
- Ensure customer inquiries are resolved accurately, consistently, and efficiently.
Customer Intelligence, CRM & AI Strategy
- Lead development of customer intelligence capabilities that improve organizational decision-making.
- Oversee Salesforce CRM, Marketing Cloud, customer analytics, dashboards, reporting systems, and case management.
- Develop customer performance metrics that identify opportunities, risks, and service trends.
- Leverage AI and automation to improve customer service, knowledge management, self-service capabilities, call routing, and workflow efficiency.
- Partner with Information Technology and Data Analytics to ensure technology investments improve the customer experience.
- Support development of predictive analytics that strengthen customer engagement and retention.
Customer Strategy & Energy Transition Leadership
- Help customers understand increasingly complex energy rates, bills, and market conditions.
- Develop strategies that connect customers with programs supporting electrification, distributed energy resources, batteries, demand flexibility, and energy resilience.
- Partner with the Department of Energy Solutions to align customer engagement with emerging energy technologies.
- Use customer insights to inform future program development, pricing strategies, and service offerings.
- Position 3CE as a trusted long-term energy advisor.
Cross-Functional Leadership
- Collaborate with Communications, Energy Solutions, Regulatory Affairs, Finance, Rates, Information Technology, Data Analytics, and Executive Leadership.
- Ensure customer insights inform agency priorities.
- Support development of customer-facing communications and executive presentations.
- Improve coordination among departments to resolve customer issues efficiently.
Customer Experience & Continuous Improvement
- Establish customer experience goals and customer journey standards.
- Lead customer satisfaction surveys, listening sessions, complaint analysis, and customer feedback initiatives.
- Improve customer communications and service delivery processes.
- Develop knowledge management systems supporting accurate and consistent customer information.
- Monitor customer satisfaction, participation, retention, complaint trends, and operational performance.
Organizational Leadership
- Recruit, supervise, coach, mentor, and evaluate assigned staff.
- Build a high-performing, customer-centered culture.
- Establish individual and team performance expectations.
- Prepare reports and presentations for the Chief Customer Officer, CEO, Executive Team, and Board of Directors.
- Manage consultants and vendors supporting CRM, customer service, and operational initiatives.
Education and Experience: Any combination of education and experience that provides the required knowledge, skills, and abilities is qualifying.
Education: Bachelor's degree in Business Administration, Public Administration, Communications, Sustainability, Energy, Environmental Studies, or a related field.Experience: Ten (10) years of progressively responsible leadership experience in customer experience, customer success, customer operations, utilities, public agencies, sustainability, or related fields.
- At least three years supervising professional staff.
- Experience leading customer-facing operations, account management, CRM systems, or customer service organizations.
- Experience managing complex customer relationships and cross-functional initiatives.
Preferred qualifications include:
- Experience within Community Choice Aggregation, electric utilities, public power, or the clean energy industry.
- Salesforce, Marketing Cloud, Tableau, AI-enabled customer service platforms, or similar technologies.
- Experience with utility rates, billing, distributed energy resources, demand response, electrification, or customer energy programs.
- Experience working with elected officials, governing boards, and public agencies.
The successful candidate demonstrates:
- Executive leadership and strategic thinking.
- Strong coaching and organizational development skills.
- Excellent judgment and political awareness.
- Ability to translate complex technical information into understandable customer communications.
- Expertise in customer experience strategy, CRM systems, analytics, and continuous improvement.
- Strong analytical and problem-solving abilities.
- Exceptional written, verbal, and presentation skills.
- Ability to build trust across customers, employees, executives, and community stakeholders.
- Commitment to public service, innovation, transparency, and customer success.
First-Year Priorities:
Within the first year, the Director is expected to:
- Develop a comprehensive Customer Experience and Success Strategy.
- Strengthen Customer Account Services and strategic account management practices.
- Assess call center performance and recommend operational improvements.
- Evaluate long-term customer service delivery models, including an in-house call center.
- Implement customer intelligence dashboards supporting executive decision-making.
- Strengthen CRM capabilities and AI-enabled customer service tools.
- Establish agency-wide customer experience standards and performance metrics.
- Develop cross-functional customer issue management processes.
- Align customer engagement with the Department of Energy Solutions to better support electrification, distributed energy resources, and future customer offerings.
3CE RESERVES THE RIGHT TO CLOSE THIS RECRUITMENT AT ANY TIME BASED ON THE NUMBER OF APPLICANTS.
HYBRID WORK SCHEDULE AS DESIGNATED BY CEO: Current remote workdays are scheduled on Mondays and Thursdays OR Employee may elect to work a 9/80 work schedule with alternating Fridays or Mondays off.
BENEFITS: 3CE offers a competitive benefits structure to its full-time employees.
RETIREMENT: Employees contribute 10% of their salary on a pre-tax basis towards the PARS retirement system, and the employer contributes 10% towards PARS.
HEALTH INSURANCE: 3CE pays 90% employer paid coverage for employee plus family coverage. 100% employer paid for single coverage towards medical, dental, and vision. 3CE contributes up to $2400 annually towards flexible spending benefits and $3600 towards HRA.
HEALTH & WELLNESS: 3CE contributes $1,000 per fiscal year for health, wellness, or EV reimbursement.
DEFERRED COMPENSATION: 3CE offers 457 deferred compensations.
PTO: 180 hours annually on an accrual basis per pay period.
CELL PHONE ALLOWANCE: This position is eligible for a cell phone allowance of $50.00 monthly.
APPLICATION AND SELECTION PROCESS:
To be considered for this exciting opportunity, please submit a cover letter and resume via www.governmentjobs.com. Candidates who fail to submit a complete application packet by the closing date will not be considered or move forward in the selection process. 3CE is not responsible for the failure of internet forms and/or email transmission in submitting your application packet.
