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
Chesapeake Utilities Corporation
909 Silver Lake Boulevard
Dover
Delaware United States
www.chpk.com
