Manager, Customer Service and Programs

Category Supervisory/ManagementUS-MN-RamseyOverview:Join Connexus Energy as our Manager, Member Service & Programs. This role is responsible for the strategic development and oversight of member programs and services, including behind-the-meter program growth. The Manager, Member Service & Programs provides leadership for our contact center, including member services, reception, switchboard, claims, and cashier, while ensuring the highest level of service and programming is delivered to our members. This position will lead and encourage our positive culture of teamwork, process improvement and collaboration. This position provides a hybrid work arrangement, splitting work hours between your home office and our campus. Based in Ramsey, Connexus Energy is Minnesota''s largest electric distribution cooperative, providing electricity, renewable energy alternatives and related services to 141,000+ residential and commercial members just north of the Twin Cities. We offer a collaborative work environment with challenging and rewarding work, which provides for professional development and work-life balance in a highly technical, stable and innovative industry. We give back to the communities we serve by embracing opportunities to volunteer, donate and support economic development. Our talented and friendly staff focuses on achieving our mission of providing the highest quality service at the lowest possible price. Key Responsibilities & Results:Strategic development of new programs and enhancement of existing programs, processes, and technology meeting the evolving needs of our members and increases satisfaction through research, benchmarking, and best practices. Coordinate and participate in corporate member satisfaction surveys and focus groups, including JD Power and other survey tools.Analyze results and work across departments to make recommendations and implement process improvements to enhance the member experienceAct as member advocate for change, developing and implementing proactive service models, improvement teams, technology and staffing to ensure company operations meet current and evolving member needs (such as interactive voice response, e-mail, chat, account notifications, etc).Provide leadership and vendor engagement in software upgrades and deploying new technologies to ensure employee and member satisfaction.Lead and budget for the Member Services department and staff, including performance management, employee development, recruiting and providing recognition. Establish, communicate, and meet department goals around service, quality and sales promotions.Partner with supervisors to ensure performance metrics are achieved. Coordinate and actively engage with outage restoration and disaster recovery efforts.Document, lead and ensure processes and procedures are implemented and practiced in accordance with rules and regulations of State and Federal agencies related to privacy, identify theft, and other assorted inquiries associated to the Attorney General''s Office, Public Utilities Commission or Better Business Bureau. Required Talents, Skills, Expertise, Education:Bachelors degree in Marketing, Business Management or related fieldThree or more years supervisory or management experienceFive or more years of progressive experience in customer service operations and utilizing customer feedback tools and metric to improve corporate performance Five or more years of experience with contact center technology including customer information systems Experience and/or demonstrated knowledge in leading/managing projects Additional Data: The application review process will continue until filled. Compensation: This position offers a competitive salary and an attractive benefits package including medical, dental, life, disability insurance, 401(k), and tuition reimbursement.An Affirmative Action/Equal Opportunity Employer: Minorities, Women, Veterans, DisabilitiesAll qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability or veteran status. PM20PI189524450

Created: 2025-10-04