Senior Manager, Self-Service Channels

Job description

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. At Liberty, we hire passionate people who care about doing the right thing for our customers. We are entrepreneurial, creative, and outcome-focused. Here, your natural talent and achievements will flourish in an inclusive environment of teamwork, trust and continuous learning. We are always pursuing excellence to exceed our ambitions goals, rewarding both the goal outcome and how we achieve it. Purpose: The Senior Manager, Digital Self‑Service Strategy leads the evolution of Liberty’s digital customer experience to meet changing customer preferences and industry trends. The role is responsible for defining and executing the enterprise digital containment strategy, expanding intuitive, high‑quality self‑service options across IVR, web, mobile, and AI‑enabled channels so customers can easily resolve routine needs in the channel they prefer. This role intentionally operates within a hybrid service model. While digital experiences are elevated as the primary option for simple and convenience‑driven interactions, Liberty remains committed to a strong li...