Avangrid Senior Director - Customer Services & Systems in Orange, Connecticut
Senior Director - Customer Services & Systems
Company: AVANGRID SERVICE COMPANY
Orange, CT, US
About AVANGRID: AVANGRID, Inc. (NYSE: AGR) aspires to be the leading sustainable energy company in the United States. Headquartered in Orange, CT with approximately $39 billion in assets and operations in 24 U.S. states, AVANGRID has two primary lines of business: Avangrid Networks and Avangrid Renewables. Avangrid Networks owns eight electric and natural gas utilities, serving more than 3.3 million customers in New York and New England. Avangrid Renewables owns and operates a portfolio of renewable energy generation facilities across the United States. AVANGRID employs approximately 7,000 people and has been recognized by Forbes and Just Capital as one of the 2021 JUST 100 companies - a list of America's best corporate citizens - and was ranked number one within the utility sector for its commitment to the environment and the communities it serves. The company supports the U.N.’s Sustainable Development Goals and was named among the World’s Most Ethical Companies in 2021 for the third consecutive year by the Ethisphere Institute. For more information, visit www.avangrid.com (https://www.avangrid.com/wps/portal/avangrid/home)
Location: To be based in Augusta, ME, Orange, CT, Binghamton, NY or Rochester, NY
Reports to VP Customer Service, Networks.
Job Grade: K
Drive the strategic optimization of all back office operations to deliver top-tier customer satisfaction while maximizing efficiencies, with an emphasis on innovation and the adoption of Iberdrola global best practices in the deployment of new technologies in order to transform customer behavior and experience. Collaborate with senior leadership of Customer Care, Customer Programs and Products, Customer Metering and Field Operations and Customer Experience Strategy and Special Projects within Customer Service and with Information Technology, Regulatory, Legal and Electric and Gas Operations on all projects and processes. Lead a large team of diverse technical professionals to meet demanding project, production, and budget deliverables, in interaction with external and internal stakeholders of all levels. The job requires a combination of management as well as technical knowledge in the related areas, with the ability to balance multiple projects and dependencies. Advanced analytical, project management and communications skills are required.
Develop and implement new technologies and processes to transform customer behaviors and experiences in self-service, bill payment and bad debt reduction.
Promotes integration of all back office operations and processes of all Avangrid networks companies to create a One AVANGRID environment.
Formulates and directs the prioritization, development, and implementation of goals, objectives, policies, procedures and systems pertaining to comprehensive customer bad debt reduction strategies at every Avangrid networks company, compliant with regulatory rules in CT, MA, ME, NY.
Provides enterprise oversight and facilitation across functional business areas in operational execution of new projects within Customer Care Systems ensuring attainment of initiative objectives, including scope, schedule and budget.
Partners with functional business areas to ensure attainment of operational effectiveness, quality, reliability, regulatory and corporate process standards in execution of customer behavior and experience transformation efforts.
Monitors and interprets trends that occur within the industry.
Evaluating market size, peer company accomplishments and industry structures. Makes recommendations to senior management to assist in the development of customer experience transformation and bad debt reduction strategies.
Seeks out opportunities with external vendors and organizations as appropriate in support of customer behavior transformation development objectives.Overall responsibility for delivering reductions in bad debt expense for the AVANGRID companies and developing strategies to exceed Corporate and Regulatory goals.
Responsible for ensuring the timely and accurate production and receipt of billing invoices to 3.2 million AVANGRID networks customers while developing new billing methods and processes to meet customer and market demands as the Utility of the Future.
Oversight and implementation of innovative and efficient customer payment options.
Responsible for ensuring top-tier customer satisfaction in the timely and accurate resolution of customer claims against AVANGRID networks companies while ensuring the Company's reputation and financial integrity are maintained.
Skills and Requirements
Education and Experience:
Bachelor's Degree required with Master's Degree preferred with a minimum of 10 years relevant experience preferred.
Senior Management experience in the Area or in a related one.
Technical knowledge of core customer back office operations functions (billing, remittance, credit and collections, and claims), project management, budgeting and compliance.
Formal regulatory experience required.
Proven ability to work within a matrix environment, including nationally and globally dispersed teams.
Results oriented with strong critical thinking skills - Creative thinking, decision-making, problem solving. Leadership Skills — responsibly guides and motivates others; responsibly challenges status quo; values cultural diversity
Interpersonal Skills — strong team skills; ability to coach and teach others; desire to serve co-workers & customers.
Excellent communication skills — speaking; writing; listening; reading
Resource management — Strong ability to manage time, finances, materials, facilities and human resources Effective skills managing business partner or matrixed relationships
Please also note that AVANGRID currently has a COVID-19 vaccination Policy in place that, among other requirements, requires all employees to disclose their COVID-19 vaccination status. Any applicant who receives a conditional offer will be required to submit acceptable documentation regarding their COVID-19 vaccination status after receiving such conditional offer and prior to commencing employment. This Policy also requires all employees to either become fully vaccinated or to undergo weekly testing beginning on February 9, 2022. All AVANGRID policies may be modified or discontinued at any time, for any reason at the Company’s full and sole discretion.
Develop Self & Others
Empower to grow
Collaborate and Share
Be a role model
Focus to achieve results
Please note that any applicant who is not a citizen of the country of the vacancy will be subject to compliance with the applicable immigration requirements to legally work in that country
Avangrid employees may be assigned a system emergency role and in the event of a system emergency, may be required to work outside of their regular schedule/job duties. This is applicable to employees that will work in Connecticut, Maine, Massachusetts, and New York within AVANGRD Network and Corporate functions. This does not include those that will work for Avangrid Renewables
AVANGRID’s employment practices and policies are geared to hiring a diverse workforce and sustaining an inclusive culture. At AVANGRID we provide fair and equal employment and advancement opportunities for all employees and candidates regardless of race, color, religion, national origin, gender, sexual orientation, age, marital status, disability, protected veteran status or any other status protected by federal, state, or local law. Learn more about equal employment by following this link (https://www.eeoc.gov/employers/upload/poster_screen_reader_optimized.pdf)
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