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About the role
- Manager of Self-Service Channels enhancing digital customer experiences through non-live channels for Algonquin Power & Utilities Corp. Leading strategy and improvements for IVR, web, and mobile applications.
Responsibilities
- 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
Requirements
- 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.
Benefits
- Collaborative environment with a genuine flexible working policy
- Share purchase/match plan
- Leadership Development Program
- Volunteer paid days off
- Employee Assistance Program
- Achievement fund
- Group Benefit Plan
- Variety of Health & Wellness programs
- Discount and Perks program
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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