Vice President Customer Experience

Provides executive leadership of Customer Service field operations, including meter maintenance, service investigations, and non-payment service disruptions—ensuring operational efficiency, service reliability, and seamless integration with AMI-enabled data insights. San Antonio Water System (SAWS) is seeking a dynamic professional to shape and lead an enterprise-wide customer experience strategy, overseeing call center operations, billing, collections, customer centers, and meter maintenance to deliver seamless, high-impact service.

Vice President of Customer Experience

San Antonio, Texas
Exclusively Managed by Deacon Recruiting!


SAN ANTONIO WATER SYSTEM IS…


History
San Antonio Water System (SAWS) is a public utility owned by the City of San Antonio.  Since its inception in 1992, SAWS’ mission is to provide sustainable and affordable water services.  SAWS employs over 2,000 team members in the greater San Antonio area. 

SAWS serves over 2 million people throughout Bexar County and in some areas of Comal, Medina and Atascosa counties.  There is a rich history in the story of San Antonio’s water dating back to the Spanish colonization. 


Governance
SAWS is governed by the San Antonio Water System Board of Trustees. The board consists of the Mayor and six members appointed by the City Council.  SAWS’ employee retention at all levels speaks to the culture and mindset of putting their employees first. 


Community Involvement
SAWS actively seeks out public participation in its operations and planning, while SAWS volunteers strive to help their neighbors in need.Public participation is a key component of SAWS operations and planning. Currently, five citizens groups made up of people with diverse views and interests are learning about water issues and advising SAWS board and staff.



VICE PRESIDENT OF CUSTOMER EXPERIENCE…
San Antonio Water System (SAWS) is seeking a dynamic professional to shape and lead an enterprise-wide customer experience strategy, overseeing call center operations, billing, collections, customer centers, and meter maintenance to deliver seamless, high-impact service.  They will lead the transformation of SAWS’ Advanced Metering Infrastructure (AMI), advancing from implementation to full enterprise optimization and integration. The Vice President will serve as a key member of the Executive Leadership Team, partnering across the organization to drive strategic change and customer-centric growth.

• Provides executive leadership of Customer Service field operations, including meter maintenance, service investigations, and non-payment service disruptions—ensuring operational efficiency, service reliability, and seamless integration with AMI-enabled data insights.
   
• Drives cultural transformation within long-tenured teams, balancing respect for experience with a need for adaptability and change for over 400 employees.
   
• Champions a customer-facing leadership approach, promoting visibility, accessibility, and direct engagement with customers and stakeholders.
   
• Strengthens community trust in a single-provider environment by delivering consistent, high-quality customer interactions that build transparency and credibility.  Seeking opportunities to be visible and support community partnerships. 
   
• Demonstrates a collaborative leadership style, fostering alignment and shared success across all SAWS teams.

BACKGROUND & QUALIFICATIONS…

• Brings deep expertise in customer experience disciplines, with executive-level leadership experience in public sector, retail, or high-touch service-oriented environments.
   
• Experience assembling and leading high performing field service and office- based teams highly preferred.
   
• Demonstrated experience coaching, developing, and training service teams that are compassionate, customer-focused, and results-oriented. Maintains a strong understanding of emerging service technologies, industry trends, and best practices in an evolving customer experience landscape.
   
• Thrives in a highly visible, public-facing role, engaging thoughtfully within a politically dynamic environment and partnering closely with executive leadership.

 

• Reside in San Antonio, Texas or willing to relocate

 

• Deadline to apply is Friday, August 14th at 5:00 pm

CONTACT:
Holly Esquivel, CPC | Senior Director
Direct:  210-807-5602 | Email: 

hesquivel@deaconrecruiting.com

Dana Laramore, CPC | Senior Vice President
Direct: 210-807-5615 | Email: 

dlaramore@deaconrecruiting.com