Director, SCANA Energy Customer Care

Job Summary: The Director of SCANA Energy Customer Care provides strategic and operational leadership and direction to a team of managers and senior professional-level employees within the Solutions Center (in-house call center.) This leader oversees a high-volume, multi-functional customer care operation that includes customer service, retention, renewal, and back-office support teams. This role is accountable for end-to-end performance across the customer servicing lifecycle, including customer satisfaction, complaint rates, retention, and cost-to-serve with a strong emphasis on building a deep, high-performing leadership bench that can scale with SCANA Energy s growth and evolving customer needs. The Director is responsible for championing SCANA Energy s unique commitment to customer experience by shaping and sustaining a consistent, differentiated brand voice across all customer interactions. This includes ensuring every touchpoint aligns with enterprise brand standards and delivers a seamless, high-quality experience that reflects SCANA Energy s dedication to service excellence. The role balances execution of near-term priorities with long-term strategy, driving operational excellence, cultural alignment, and market competitiveness, all while keeping customer experience at the heart of organizational decisions and actions. Primary Responsibilities: • Lead a multi-layered Customer Care organization, including frontline call center teams, supervisors, and supporting operational functions across service, retention, and customer support. • Oversee both customer-facing and back-office servicing functions, ensuring seamless delivery across channels and touchpoints. • Build, develop, and sustain a strong leadership team, including succession planning, leadership pipeline development, and ongoing coaching that elevates managerial capability and accountability at all levels. • Establish clear expectations and frameworks for leadership excellence, ensuring managers consistently demonstrate strong people leadership, performance management, and talent development practices. • Foster a culture of ownership, accountability, and continuous improvement, with leaders fully equipped to drive results and engage their teams. • Drive modernization of customer care tools, processes, and performance metrics to improve efficiency, reduce cost-to-serve, and enable scalable, data-driven delivery of a high-quality customer experience. • Own and operationalize the SCANA Energy brand voice, ensuring it is clearly defined, embedded in training and quality processes, and consistently executed across all customer touchpoints. • Partner with Marketing, Product, and senior leadership to ensure alignment between brand promise and customer experience delivery, closing gaps between intent and execution. • Implement governance, quality assurance, and performance metrics to measure adherence to brand voice and experience standards, driving continuous improvement in customer perception and satisfaction. • Collaborate with marketing, customer experience, revenue integrity and insights teams to address high-level strategic challenges, focusing on long-term sustainability, growth, and competitive positioning in order to improve retention and service outcomes. • Translate high-level strategic goals into actionable plans and initiatives at the departmental/functional level, ensuring alignment with organizational objectives. • Uphold and promote organizational values while reinforcing a customer-centric culture that reflects the company s brand and service expectations. Required Skills: • Strong analytical acumen with a good understanding of factors that impact P&L performance. • Strong strategic thinking and problem-solving skills, with the ability to address complex operational challenges and translate strategy into execution. • Demonstrated ability to build, develop, and sustain high-performing leadership teams, including succession planning and leadership pipeline development. • Proven expertise in people leadership and organizational capability building, with a track record of elevating manager effectiveness and driving engagement and retention. • Experience defining, implementing, and governing customer experience standards and brand voice across multi-channel customer environments. • Ability to partner cross-functionally to ensure alignment between brand strategy and operational execution. • Strong experience implementing quality assurance frameworks, performance metrics, and continuous improvement processes to drive consistency in customer experience. • Demonstrated ability to drive results, lead change, and foster a culture of continuous improvement. • Ability to manage multiple priorities and initiatives simultaneously in a fast-paced, deadline-driven environment. • Exceptional communication, influencing, and interpersonal skills, with the ability to align stakeholders and reinforce consistent messaging across ...