Director, Customer Care

Chesapeake Utilities Corporation

Position: Director, Customer Care

Location: Hybrid residing within commutable distance to DE or Yulee, FL office locations, periodic travel required

What makes us great:

At the heart of our Company is a dedication to delivering energy that drives progress. We put people first, work to keep them safe and build trusting relationships.

Your role in our success:

The Director provides leadership for a comprehensive support model that integrates internal teams with external partners to deliver exceptional service. This role is responsible for ensuring operational accuracy, responsiveness, and efficiency across all customer interactions, while maintaining a strong focus on strategic alignment of people, processes, and technology. By fostering scalable, customer-focused solutions, the Director drives continuous improvement and positions the organization as a leader in service excellence. This high-impact role plays a critical part in advancing organizational goals and supporting overall business growth.

What you'll be working on:

• Setting vision and performance standards for customer service excellence
• Optimizing service delivery channels across internal and external teams
• Championing a customer-first culture through training, quality, and engagement programs
• Collaborating cross-functionally to exceed industry benchmarks in satisfaction, responsiveness, and reliability
• Supporting digital enablement initiatives to enhance service outcomes and operational agility
• Provides strategic leadership and day-to-day oversight of the Customer Service Operations leadership team
• Oversight for all contact center operations and customer interaction touchpoints, including inbound customer contacts and BPO partner relationships, ensuring seamless service delivery, operational efficiency and adherence to SLAs/KPIs across channels
• Collaborates cross-functionally with CX Strategy, Systems, CX Excellence & Support, Customer Billing & Payments, Field Services, IT, Finance, Communications, Regulatory, Governmental Affairs, etc. to streamline processes and enhance service delivery
• Collaborates and supports implementation of strategies that improve customer satisfaction, operational efficiency, and digital enablement
• Analyzes performance trends, customer feedback, and process effectiveness to guide improvements and innovation

Who you are:

• Bachelor's degree in Business, Communications, Operations Management or a related field
• 10 years of progressive leadership experience in customer service, with proven experience managing BPO relationships including governance programs
• Demonstrated experience with utility operations and regulatory considerations and proceedings
• Strong analytical, communication, and relationship-building skills
• Excellent computer skills including Microsoft Office Suite & SAP. Working knowledge of IVR/phone systems, such as Five9, and contact center support systems/ technologies
• Demonstrated success in building and leading high-performing teams and support functions
• Able to deliver outstanding customer experiences and building scalable service ecosystems
• Regular driver's license
• Ability and willingness to travel to various locations and work extended/non-standard hours as needed
• Ability to foster a culture of accountability, empowerment, and continuous improvement within both internal and external service teams

Benefits/what's in it for you?

• Competitive base salary based on successful candidate's background as it relates to the job requirements as well as internal equity considerations
• Fantastic opportunities for career growth
• Cooperative, supportive and empowered team atmosphere
• Annual bonus and salary increase opportunities
• Monthly recognition events
• Endless wellness initiatives and community events
• Robust and customizable benefit packages-choose what works best with your life. Options include generous 401k, medical, dental and life insurance, tuition reimbursement, compensated volunteer hours and MORE!
• Paid time off, holidays and a separate bank of sick time!

Chesapeake Utilities Corporation is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors. Applicants with a disability that need assistance applying for a position may email careers@chpk.com