Manager, Self-Service Channels

Oakville, ON
Permanent
Temps-plein

Il y a 2 mois

Algonquin Power & Utilities Corp. (AQN), parent company of Liberty, is a diversified international generation, transmission, and distribution utility. AQN is committed to providing safe, reliable, and cost-effective energy and water solutions through our portfolio of utility investments to over one million customer connections, largely in the United States and Canada.At Algonquin, our vision is to be the most trusted utility service provider in North America – a premium regulated utility, known for our customer focus, commitment to sustainability, and strong community partnerships. Our employees are at the heart of that vision. We believe that when people are empowered to learn, grow, and contribute their ideas, we can achieve remarkable results together.We are building a culture that values integrity, inclusivity, and innovation. By joining Algonquin, you’ll be part of a team that is shaping the future of energy and water, while creating long-term value for our customers, communities, employees, and shareholders.PurposeThe Manager, Self‑Service Channels is responsible for leading the strategy, delivery, and continuous improvement of the company’s non‑live customer service channels—including IVR, web and mobile applications, and emerging AI‑powered platforms—to ensure customers can independently complete tasks through seamless, intuitive, and reliable digital experiences. This role drives measurable improvements in customer satisfaction, digital adoption, and call reduction by building performance frameworks that monitor channel usability, reliability, and operational impact, while ensuring alignment with business objectives and regulatory expectations. Acting as a cross‑functional leader, the Manager, Self‑Service Channels collaborates closely with IT, Operations, Customer Experience, and other business partners to maintain channel performance, integrate new capabilities, and support both day‑to‑day operations and broader transformation initiatives.#LI-HybridAccountabilities

Lead the strategy, roadmap, and execution of enhancements across IVR, mobile, web, and AI-enabled self-service environments.
Own the performance and direction of self-service channels, ensuring solutions support customer preferences, operational needs, and business priorities.
Champion digital self-service adoption across the organization by communicating goals, performance trends, and opportunities for innovation.
Establish and maintain performance frameworks to measure channel usability, reliability, containment, customer satisfaction, and adoption.
Use customer insights, analytics, and usability findings to identify friction points and prioritize improvements.
Partner with analytics teams to develop dashboards that track customer behavior, performance trends, and business outcomes.
Lead cross-functional planning and governance routines to ensure initiatives are designed, tested, and deployed with quality.
Work closely with IT, Customer Experience, Operations, and Communications to ensure self-service channels integrate effectively with backend systems and agent workflows.
Maintain alignment with regulatory, compliance, and legal requirements, ensuring all digital channels meet required standards.
Oversee the evaluation and enhancement of self-service journeys using customer feedback, testing insights, and operational data.
Establish standards for design, content, and functionality to ensure consistent and user-centered experiences across digital channels.
Drive ongoing optimization efforts that simplify user flows, reduce failure points, and lower call volume.
Ensure digital channels remain accurate and reliable during planned and unplanned events, including outages and emergency scenarios.
Lead readiness activities by coordinating with key partners to update IVR flows, scripts, messaging, and system logic during emergency responses.
Maintain documentation and processes required for audits, regulatory reviews, and new project implementations.

Education and Experience

Bachelor degree or equivalent professional experience
5+ years of experience in digital channel management, customer experience, product management, or related fields.
Proven ability to manage cross‑functional projects and develop clear project plans, documentation, and readiness criteria
Skilled in using AI tools and staying current with automation trends.
Deep understanding of IVR systems, web platforms, and mobile platforms.
Proven experience leading large‑scale enterprise programs without direct people leadership.
Demonstrated success managing vendors and multi‑million‑dollar technology contracts ($5–7M+).
Experience delivering seamless, end‑to‑end customer experiences across multiple systems and channels to ensure seamless digital journeys.
Strong ability to influence senior leaders and cross‑functional teams through expertise and results.
Ability to analyze data, interpret customer behavior, and translate insights into actionable improvements.
Ability to travel 25%–50% within the United States and occasionally to other U.S. locations and the Canadian head office; valid passport required.

Our purpose is sustaining energy and water for life, and it is demonstrated in everything we do as a business and as an employee team.Our MissionWe provide safe, secure, reliable, cost-effective and sustainable energy and water solutions. Our mission is how we create value as an organization—it is what drives us every day to fulfill our purpose.Our VisionWe better the lives of our customers and communities. Our vision is what we see as possible. It's where we aspire to be, what we want to achieve and how we'll make an impact. It guides and keeps us on the right path as we work towards fulfilling our purposes.Our Guiding Principles

Customer Centric
Integrity
Entrepreneurial
Teamwork
Owner mindset
Outcome focused
Continuous learning

What we offerCollaborative environment with a genuine flexible working policyShare purchase/match planLeadership Development ProgramVolunteer paid days offEmployee Assistance ProgramAchievement fundGroup Benefit PlanVariety of Health & Wellness programsDiscount and Perks programWe are focused on building a diverse and inclusive workforce. If you are excited about this role and are not confident you meet all the qualification requirements, we encourage you to apply to investigate the opportunity further.We are an equal opportunity employer and value each person's unique background, diversity, experiences, perspectives and talents.Full participation of all employees in a safe, healthy and respectful environment is key to individual and company success. We are committed to fully utilizing the abilities of all our employees and expect each of our employees to honour this commitment in their daily responsibilities.

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