Title: Program Manager, Digital Customer Experience
Company: Tampa Electric Company
State and City: Florida - Tampa
Shift: 8 Hr. X 5 Days
Position Summary
The Program Manager, Digital Customer Experience leads strategy, initiatives, and operations that improve how customers interact with our digital channels. This role supports company objectives by enhancing digital engagement, optimizing customer savings and utility costs, and ensuring a seamless experience across platforms such as web, mobile app, IVR, notifications, eBilling/ePayments, and outage communications.
Key Responsibilities
- Support and evolve the digital customer experience strategy aligned with industry trends and regulatory requirements.
- Manage vendor relationships, contracts, and performance to ensure value and compliance.
- Collaborate with IT, Communications & Marketing, Customer Experience Operations, and other partners to identify improvements and deliver initiatives.
- Serve as the business owner for major digital initiatives, including ideation, feasibility analysis, business cases, and deployment.
- Act as SME for assigned programs; maintain knowledge of participation trends, financial impacts, system capabilities, and performance drivers.
- Analyze JD Power and other customer research to identify gaps and develop improvement plans.
Operational Readiness Requirement
This position includes participation in 24/7 operational support to ensure the reliability of our digital customer experience platforms. Responsibilities may include:
- Supporting digital platform issues outside of normal business hours
- Participating in emergency and storm response activities
- Providing critical coverage during major outages or customer‑impacting events
This readiness commitment ensures dependable service for customers during high‑impact situations.
Qualifications
Required:
- Bachelor’s degree in Business, Communications, Marketing, Engineering, or a related field
- Minimum 3 years of relevant experience
- Strong customer experience, analytical, communication, and problem‑solving skills
- Proficiency in MS Office
- Experience with digital CX channels such as IVR, web platforms, notifications, omnichannel platforms, or eBilling/ePayments
Preferred:
- Utility industry experience
- 5+ years in project/program management or customer experience roles
- Experience with SAP BO/BW, SAP CRM, ISU, or large CIS environments
- Familiarity with AWS/Amazon Connect, design thinking, or database querying
- Advanced Excel skills
LEADERSHIP COMPETENCIES
- Champions Safety, Health and the Environment
- Takes Ownership and Acts with Integrity
- Drives Business Excellence for Customers
- Builds Collaborative Relationships
- Develops People and Teams
- Cultivates Innovation and Embraces Change
- Thinks Strategically and Exercises Sound Judgment
Working Conditions
- May require extended hours, nights, weekends, and some travel
- Participation in emergency and storm response activities may be required
TECO offers a competitive Benefits package!!
Competitive Salary *401k Savings plan w/ company matching * Pension plan * Paid time off* Paid Holiday time * Medical, Prescription Drug, & Dental Coverage *Tuition Assistance Program * Employee Assistance Program * Wellness Programs * On-site Fitness Centers * Bonus Plan and more!
STORM DUTY REQUIREMENTS....Please make sure to read below!!! Responding to storms will be considered a condition of employment.
TECO Energy and its companies serve a role in providing critical services to our community during an emergency. Team members are required to participate in the response/recovery activities related to emergencies/disasters to maintain service to our TECO Energy customers. Team members are required to work in their normal job duties or other assigned activities. Proper compensation will be made in accordance with the company's rules and procedures.
TECO Energy is proud to be an Equal Opportunity Employer.
TECO Energy is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability status, veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by law, except where physical or mental abilities are a bona fide occupational requirement and the individual is unable to perform the essential functions of the position with reasonable accommodations.
In order to provide equal employment and advancement opportunities for all individuals, employment decisions at TECO Energy will be based on skills, knowledge, qualifications and abilities.
Pay Transparency Non-Discrimination Statement
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
ADA policy
It is the policy of TECO Energy to provide reasonable accommodation for all qualified disabled individuals who are employees and applicants for employment, unless it would cause undue hardship. The corporation will adhere to applicable federal and state laws, regulations and guidelines, including, but not limited to the Americans with Disabilities Act (ADA) of 1990 and section 503 and 504 of the Rehabilitation Act of 1970s.
Application accommodations
Applicants may request reasonable accommodation in the application process five business days prior to the time accommodation is needed.
Pre-employment physical exams may be required for positions with bona fide job-related physical requirements regardless of disability.
Nearest Major Market: Tampa
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