Chief Customer Officer - GRU

Gainesville Regional Utilities (GRU), Florida’s most comprehensive utility service provider, proudly serves approximately 200,000 customers with electric, natural gas, water, wastewater, and telecommunications services.

We are seeking a dynamic and customer-focused Chief Customer Officer (CCO) to champion our Customer-First approach across all facets of the utility. As a key executive leader, you will oversee GRU’s customer-facing departments, driving innovation in people, processes, and systems to enhance the customer experience. You will ensure GRU leverages the latest cost-effective technologies, allowing customers to engage with the utility in ways that best suit their needs.

Beyond exceptional customer service expertise, you will bring strong business acumen and a data-driven mindset, using customer insights and billing data to support financial, operational, and strategic planning. The CCO serves as the primary advocate for GRU’s customers, leading efforts to enhance service delivery, resolve inquiries, and shape initiatives that drive customer satisfaction and engagement.

Join us in shaping the future of GRU where we are committed to providing safe, reliable and affordable utility services 24/7/365.

Job Description:

SUMMARY

The Chief Customer Officer (CCO) oversees Gainesville Regional Utilities (GRU) customer-facing departments, including but not limited to customer service and support, customer experience, customer solutions, energy and business services, and customer operations. The CCO is the leader responsible for implementing and overseeing a customer-first approach throughout the Utility. The incumbent will develop and approve ideas to improve people, processes, and systems that directly impact the customer experience. The CCO is the go-to leader for all customer-related inquiries, concerns, and initiatives. The incumbent serves at the will of the CEO.

EXAMPLES OF WORK*

*This section of the job description is not intended to be a comprehensive list of duties and responsibilities of the position.  The omission of a specific job function does not absolve an employee from being required to perform additional tasks incidental to or inherent in the job.  Performance of lower-level duties may be required.

ESSENTIAL JOB FUNCTIONS

Understanding the utility customers and promoting a customer-first approach throughout the organization, prioritizing customer-facing departments.

Kick-starting voice-of-the-customer programs and ensuring efficient analytics and reporting to promote a data-driven approach to the needs and wants of the Utility and the customer base.

Assisting customer-facing departments in their workflows and providing feedback on strategies, reports, tactics, and more.

Stepping in to resolve escalated customer support requests and collaborating with service, support, and success teams to ensure memorable and positive customer outcomes regardless of their issues.

Strategizing, delegating, and collaborating on customer success initiatives and programs that drive customer trust, loyalty, and growth.

Approaching customer relations with a business perspective, keeping an eye out for any opportunities to collaborate, and build relationships.

Listening to customers and acting on their input in a diplomatic and analytical manner, prioritizing requests by relevancy, urgency, and importance.

Listening to internal team members and finding ways to best serve the customers while maintaining efficient internal processes.

Finding the narratives behind the metrics by reviewing reports and correlating data sets to create an accurate picture of the customer.

Having final decision power on customer facing initiatives and ideating to better serve the customers’ needs.

Ensuring implementation of the most recent and cost-effective technologies, allowing customers to interact with the utility in ways that best serve the needs of the customer.

Directing the development and maintenance of computer software and systems driving efficiencies in customer service.

Utilizing data for financial, operating and planning purposes, understanding and communicating overarching impacts on the utility.

Researching and compiling various statistical, demographic, or administrative data; making calculations, analyzing and interpreting data, and identifying trends; creating the necessary documents and presentations to relay findings and implement solutions.

Ensuring policies and procedures are kept current in support of a customer-first environment.

NON-ESSENTIAL JOB FUNCTIONS

May act in absence of supervisor.

Performs other related duties as assigned.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential job function satisfactorily.  Below are the required education, experience, knowledge, skills and abilities to perform the essential functions.

EDUCATION AND EXPERIENCE

Bachelor degree from an accredited college or university with major course work in Customer Relationship Management, Business Administration, Communications, or related field. Master's degree, related graduate or post-graduate degree, and/or customer success courses or certifications are preferred.

At least ten years of progressively responsible experience leading a customer-facing department with proven strategic planning skills, revenue goal achievements, and experience implementing or overseeing a customer-first approach.

Experience in a multi-service utility is desirable.

CERTIFICATIONS OR LICENSES

Licenses

Valid Florida Driver License required within thirty (30) days of appointment and at all times while employed in this classification.

Certifications

None.

KNOWLEDGE, SKILLS AND ABILITIES

Expert empathy skills with high emotional intelligence and experience in applying those skills in a business context.

Strong communication skills and the ability to follow customer narratives to understand their point of view and transform and present those insights into workable strategies for customer success and business growth.

Customer focus as a core principle throughout professional activities.

Deep understanding of customer service, customer experience, customer success, and customer operations.

Advanced business experience and ability to create financial strategies, guidelines, and objectives, and implement them by creating data driven reports with a focus on fiscal responsibility.

Strong analytical and goal-oriented mindset backed by an expert-level people and project management knowledge and skillset.

Skilled in developing and utilizing metrics and analytics for reducing costs and improving processes.

Ability to assess customer service area in terms of financial and administrative impact to the overall utility.

Thorough knowledge of sound financial principles, practices, methods, theories, and techniques.

Ability to learn new software tools and gain a deep understanding of the business products and services.

Ability to respond as required during emergency situations.

PHYSICAL AND ENVIRONMENTAL REQUIREMENTS

To perform this job successfully, an individual must possess certain physical abilities and be able to withstand work related environmental conditions.

PHYSICAL REQUIREMENTS

While performing the duties of this job, the employee is often required to sit for prolonged periods of time.

WORK ENVIRONMENT

Will be required to attend meetings outside regular business hours.

Will be required to respond during emergencies in varying climatic conditions.

Note: 

May Require Assessment(s).

May fill multiple positions.

May establish an eligibility list.

Come join our team! The City of Gainesville offers a competitive benefits package and opportunities to grow both professionally and personally.

All ‘regular’ employees are eligible for traditional benefits such as health insurance, life insurance, paid leave, 11 paid a holidays a year, a pension plan and a deferred compensation plan, but we also offer great things like on-site fitness centers, tuition reimbursement, on-site medical staff and a wellness program to keep you healthy and happy. Please note; benefits are not available for temporary employees.

Equal Opportunity

The City of Gainesville is an equal opportunity/affirmative action employer and does not discriminate in hiring. Minorities, women and individuals with disabilities are encouraged to apply. Individuals with a disability, who require special accommodations during the selection process, should notify the Human Resources Department at 352-334-5077 or TDD/TTY at 352-334-2292.

Veterans' Preference

Veterans are encouraged to apply. Veterans’ Preference ensures that veterans and eligible persons are given consideration at each step of the selection process. However, preference does not guarantee that a veteran or other eligible person will be the candidate selected to fill the position. Section 295.07, Florida Statutes (F.S.) specifies who is eligible for Veterans’ Preference. State of Florida residency is not required for Veterans’ Preference.

If you are unable to apply online due to a disability, contact recruiting at HR@cityofgainesville.org or by calling 352-334-5077.