Manager, Self-Service Channels

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LU Service Corp.

Litchfield Park, AZ, US, 85340 Joplin, MO, US, 64801 Merrick, NY, US, 11566 Tahoe Vista, CA, US, 96148 Joplin, MO, US, 64801 Downey, CA, US, 90241 Fall River, MA, US, 02724 Charlestown, NH, US, 03603 Gainesville, GA, US, 30501 Joplin, MO, US, 64804 Tyler, TX, US, 75703 Londonderry, NH, US, 03053 Manchester, NH, US, 03101

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.

The Manager, Self‑Service Channels is responsible for leading the strategy, delivery, and continuous improvement of the company’s non‑live customer service channels—including IVR, web and mobile applications, and emerging AI‑powered platforms—to ensure customers can independently complete tasks through seamless, intuitive, and reliable digital experiences. This role drives measurable improvements in customer satisfaction, digital adoption, and call reduction by building performance frameworks that monitor channel usability, reliability, and operational impact, while ensuring alignment with business objectives and regulatory expectations.

Acting as a cross‑functional leader, the Manager, Self‑Service Channels collaborates closely with IT, Operations, Customer Experience, and other business partners to maintain channel performance, integrate new capabilities, and support both day‑to‑day operations and broader transformation initiatives.

#LI-Hybrid

• Lead the strategy, roadmap, and execution of enhancements across IVR, mobile, web, and AI-enabled self-service environments.
• Own the performance and direction of self-service channels, ensuring solutions support customer preferences, operational needs, and business priorities.
• Champion digital self-service adoption across the organization by communicating goals, performance trends, and opportunities for innovation.
• Establish and maintain performance frameworks to measure channel usability, reliability, containment, customer satisfaction, and adoption.
• Use customer insights, analytics, and usability findings to identify friction points and prioritize improvements.
• Partner with analytics teams to develop dashboards that track customer behavior, performance trends, and business outcomes.
• Lead cross-functional planning and governance routines to ensure initiatives are designed, tested, and deployed with quality.
• Work closely with IT, Customer Experience, Operations, and Communications to ensure self-service channels integrate effectively with backend systems and agent workflows.
• Maintain alignment with regulatory, compliance, and legal requirements, ensuring all digital channels meet required standards.
• Oversee the evaluation and enhancement of self-service journeys using customer feedback, testing insights, and operational data.
• Establish standards for design, content, and functionality to ensure consistent and user-centered experiences across digital channels.
• Drive ongoing optimization efforts that simplify user flows, reduce failure points, and lower call volume.
• Ensure digital channels remain accurate and reliable during planned and unplanned events, including outages and emergency scenarios.
• Lead readiness activities by coordinating with key partners to update IVR flows, scripts, messaging, and system logic during emergency responses.
• Maintain documentation and processes required for audits, regulatory reviews, and new project implementations.

• Bachelor degree or equivalent professional experience
• 5+ years of experience in digital channel management, customer experience, product management, or related fields.
• Proven ability to manage cross‑functional projects and develop clear project…