Director, SCANA Energy Customer Care

Job Summary: The Director of SCANA Energy Customer Care provides strategic and operational leadership and direction to a team of managers and senior professional-level employees within the Solutions Center (in-house call center.) This leader oversees a high-volume, multi-functional customer care operation that includes customer service, retention, renewal, and back-office support teams.

This role is accountable for end-to-end performance across the customer servicing lifecycle, including customer satisfaction, complaint rates, retention, and cost-to-serve with a strong emphasis on building a deep, high-performing leadership bench that can scale with SCANA Energy ’s growth and evolving customer needs.

The Director is responsible for championing SCANA Energy ’s unique commitment to customer experience by shaping and sustaining a consistent, differentiated brand voice across all customer interactions.

This includes ensuring every touchpoint aligns with enterprise brand standards and delivers a seamless, high-quality experience that reflects SCANA Energy ’s dedication to service excellence.

The role balances execution of near-term priorities with long-term strategy, driving operational excellence, cultural alignment, and market competitiveness, all while keeping customer experience at the heart of organizational decisions and actions.

Primary Responsibilities: Lead a multi-layered Customer Care organization, including frontline call center teams, supervisors, and supporting operational functions across service, retention, and customer support.

Oversee both customer-facing and back-office servicing functions, ensuring seamless delivery across channels and touchpoints.

Build, develop, and sustain a strong leadership team, including succession planning, leadership pipeline development, and ongoing coaching that elevates managerial capability and accountability at all levels.

Establish clear expectations and frameworks for leadership excellence, ensuring managers consistently demonstrate strong people leadership, performance management, and talent development practices.

Foster a culture of ownership, accountability, and continuous improvement, with leaders fully equipped to drive results and engage their teams.

Drive modernization of customer care tools, processes, and performance metrics to improve efficiency, reduce cost-to-serve, and enable scalable, data-driven delivery of a high-quality customer experience.

Own and operationalize the SCANA Energy brand voice, ensuring it is clearly defined, embedded in training and quality processes, and consistently executed across all customer touchpoints.

Partner with Marketing, Product, and senior leadership to ensure alignment between brand promise and customer experience delivery, closing gaps between intent and execution.

Implement governance, quality assurance, and performance metrics to measure adherence to brand voice and experience standards, driving continuous improvement in customer perception and satisfaction.