Customer Experience Program Manager

Customer Experience Program Manager

Avista invites applicants for the Customer Experience Program Manager role, a key position focused on designing, implementing, and optimizing initiatives that enhance the end-to-end customer journey.

This role blends strategy and execution, ensuring that customer feedback, data insights, and cross‑functional collaboration drive continuous improvement in customer satisfaction, loyalty, and advocacy. The manager leads proactive program planning, budgeting, documentation, and execution, and oversees overall delivery—including budget, timeline, quality, change management, communication plans, and deliverables.

• Customer Experience Program Manager I: Focuses on designing and launching customer experience initiatives, partnering with stakeholders, developing procedures and schedules, managing budgets, analyzing program effectiveness, and serving as a subject‑matter expert in compliance.
• Hands‑on execution and improvement of customer experience programs within established frameworks.
• Customer Experience Program Manager II: Builds on Level I duties with responsibility for complex or highly visible programs, new functions, tools, and technologies, higher‑level budgeting, strategic planning, risk anticipation, and coaching staff.

• Bachelor’s degree in business, marketing, communications, or related field.
• 3 years progressively increasing responsibility in customer service operations, process improvement, or project/program management (or 7 years for Level II).
• Effective written and verbal communication skills, including presentation and public speaking.
• Experience in project or program management preferred.
• Demonstrated skill in organizing resources and establishing priorities.
• Understanding of utility operations preferred.
• Ability to set goals, plan work activities, schedules, and allocate resources effectively.
• Proficiency in using technology to organize, synthesize, and communicate data.

Hiring Range: $84,939 – $110,421 (Level I) / $96,517 – $126,439 (Level II)

The position is hybrid and located at Avista’s Call Center in either Spokane Valley, Washington or Lewiston, Idaho. Employees are required to work at least 3 days in person per week, including Mondays and Tuesdays, with additional days determined by management.

Complete an online application and attach your resume and cover letter at the time of submission. No documents may be attached after clicking “Submit.” More details are available on Avista’s career portal.

• Affordable healthcare options (medical, dental, vision)
• Enhanced 401(k) match
• Incentive and bonus programs
• Generous paid time off (holidays, personal days, vacation)
• Life and disability insurance
• Wellness resources
• Tuition assistance
• Community giving programs
• Additional elective benefits (legal, pet insurance, etc.)

Avista is a safe, inclusive workplace committed to Equal Opportunity Employment. All qualified applicants will be considered regardless of protected characteristics. Avista provides reasonable accommodations for people with disabilities in all recruitment activities. For accommodations, contact