Supervisor II, Customer Experience

Job description

Supervisor II, Customer Experience - ( 260000CZ ) Description Supervisor II, Customer Experience will provide leadership and operational oversight across critical customer-facing operations at MLGW. This position sets the tone for excellence by developing people, improving processes, solving systemic issues, and ensuring day-to-day operations are conducted with urgency, clarity, and accountability within the Customer Experience & Energy Services Business Unit — Residential and Business Care Centers, Customer Advocacy, Billing Services, Service Dispatch, Credit & Community Offices, and Credit Operations and Workforce Management. Supervisor II serves as a trusted operational leader, empowering frontline teams, supervising complexity, and bringing MLGW’s Customer Experience modernization vision to life through visible, lasting improvements that both strengthen employee engagement and elevate the Customer experience. ESSENTIAL DUTIES: Directly oversee Supervisor I positions and/or larger frontline teams across multiple functions within Customer Experience. Set expectations, model leadership behaviors, and ensure consistent execution of MLGW standards. Oversee complex, high-volume opera...