Hybrid Manager, Self-Service Channels

at Liberty

• Job title: Manager, Self-Service Channels
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Oakville, Canada

About the role

• Manager of Self-Service Channels enhancing digital customer experiences through non-live channels for Algonquin Power & Utilities Corp. Leading strategy and improvements for IVR, web, and mobile applications.

Responsibilities

• 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

Requirements

• 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 plans, documentation, and readiness criteria
• Skilled in using AI tools and staying current with automation trends
• Deep understanding of IVR systems, web platforms, and mobile platforms
• Proven experience leading large‑scale enterprise programs without direct people leadership
• Demonstrated success managing vendors and multi‑million‑dollar technology contracts ($5–7M+)
• Experience delivering seamless, end‑to‑end customer experiences across multiple systems and channels to ensure seamless digital journeys
• Strong ability to influence senior leaders and cross‑functional teams through expertise and results
• Ability to analyze data, interpret customer behavior, and translate insights into actionable improvements
• Ability to travel 25%–50% within the United States and occasionally to other U.S. locations and the Canadian head office; valid passport required.

Benefits

• Collaborative environment with a genuine flexible working policy
• Share purchase/match plan
• Leadership Development Program
• Volunteer paid days off
• Employee Assistance Program
• Achievement fund
• Group Benefit Plan
• Variety of Health & Wellness programs
• Discount and Perks program