VP - Customer Service Solutions Delivery

Job Description

The Vice President of Customer Service Solution Delivery will lead and oversee the planning, design, development, and the delivery of the organization’s customer service systems and related IT processes. This includes the SAP Competency Center, Call Center telephone and tools, Customer on-line functional capabilities, system rate changes and billing functions. The VP will drive the strategic vision to ensure the customer experience is maximized via the systems and related IT processes.

Job Purpose (High level overview of Role)

• Drive the strategic optimization and transformation of customer service systems and solutions to deliver top-tier customer satisfaction while maximizing efficiencies.
• A focus on innovation, process improvement, and the adoption of best practices to ensure effective deployment of new technologies that will transform customer service.
• Collaborate with senior leadership across Customer Care, Customer Programs and Products, Customer Metering, Field Operations, and Customer Experience Strategy, Digital.
• Lead Customer Service systems related projects in partnership with business areas such as 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, process evaluation, and budget deliverables, including interaction with external and internal stakeholders of all levels.
• The job requires a combination of strategy, management, technical knowledge and capabilities in the related areas, with the ability to balance multiple projects and dependencies. Advanced analytical, project management, problem solving, and communication skills are required.

Key Responsibilities

• Identify and deliver a strategy to support the new ways of working through the transformation of CS technology and operational excellence.
• Provide 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.
• Develop and implement new technologies and processes to transform customer and employee experience/behaviors, but not limited to 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.
• Ensure operational performance of Customer SAP systems including CRMB, Billing, Dunning, Remittance, EDI, meter reading, and other SAP interfaces 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.
• Manage and collaborate to identify and maintain jurisdictional knowledge and differences.
• Monitors and interprets trends that occur within the industry.
• Evaluate market size, peer company accomplishments, and industry structures. Makes recommendations to senior management to assist in the development of customer experience and business transformation.
• Seeks out opportunities with external vendors and organizations as appropriate in support of customer behavior transformation development objectives.
• 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 and strategy for delivering reductions in bad debt expense for the AVANGRID companies to exceed Corporate and Regulatory goals.

Required Qualifications

• Required Education: BS/BA Degree, Masters preferred.
• 15 to 20 years Customer Service function, Business Transformation, Operational Excellence, and IT systems experience.

Required Skills and Abilities

• 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.
• Problem Solving – Ability to investigate processes, identify improvement areas, and successfully implement solutions.
• 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.

Other Abilities

• Good oral and written communication skills.
• Problem solving and analytical skills.
• Interpersonal and Communication Skills.
• Must be a proven team player to work, promote, and consolidate efficient team working relationships.
• Develop Self & Others; Empower to grow.
• Be a role model, collaborate, and share information.
• Focus to achieve results.
• Be agile.

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.

If you are an individual with a disability or a disabled veteran who is unable to use our online tool to search for or to apply for jobs, you may request a reasonable accommodation by contacting our People and Organization department at [email protected].

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 Avangrid Network and Corporate functions. This does not include those that will work for Avangrid Power.