Director - Process Improvement

Iberdrola•Augusta, ME

3d•Onsite

About The Position

The Director of Process Improvement will manage enterprise-wide initiatives to drive performance improvements, data-driven decision-making, and customer-centric transformation across the Avangrid’s Networks utility operating companies. This Director will focus on implementing best-in-class operational strategies and ensure alignment with Customer Experience (CX), regulatory, and business goals.

Requirements

Bachelor’s degree in Business, Engineering, Data Science, Operations Management, or a related field is required.
Minimum of 10 years of progressive experience in operational excellence, performance management, customer experience, or business analytics.
Minimum of 3 years of experience in a regulated utility preferred.
Proven expertise in Agile, Lean, Six Sigma, or continuous improvement methodologies (certification preferred).
Demonstrated experience in data analytics platforms (e.g., Power BI, Tableau, SAS, or similar tools).
Technical Leadership experience with specific data intelligence tools including relational databases (SQL), automated pipelines and processes (Python), integrated dashboards and applications (Streamlit).
Deep understanding of customer journey mapping, operational KPIs, and performance frameworks (e.g., Balanced Scorecard).
Strong capability to build and manage cross-functional teams, manage large-scale change, and influence at all levels of the organization.
Knowledge of regulatory and operational environments in energy/utilities and experience supporting rate case submissions and leading hearing discussions.
Strong communication, executive presence, and stakeholder engagement skills.
Ability to manage multiple priorities in a complex, matrixed organization.
Willingness to travel approximately 20% of the time across Avangrid locations.

Nice To Haves

Master’s degree or MBA strongly preferred.
Experience with Generative AI, Large Language Models, and Machine learning.

Responsibilities

Lead the development and execution of process improvement strategies that improve efficiency, digital transformation, and customer satisfaction across the Avangrid operating companies.
Lead the identification of process issues that lead to penalties in Customer Service and the development of process improvements to reduce exposure to NRAs and ROE reductions.
Primary interface with key CS and Executive leadership for the implementation of strategic changes and improvements, including the development of executive material.
Lead change management for process improvements across the CS, CX and Digital business lines.
Translate analytics into strategic recommendations and lead business case development for key CX and operational initiatives.
Lead the strategic development of Root Cause Analyses (RCA) driving negative or degrading performance for key CS KPIs.
Collaborate closely with leaders in Customer Service, Elec/Gas Operations, Digital Platforms, Regulatory, and IT to deliver cross-functional performance improvements.
Oversee program governance and continuous improvement for initiatives such as digital transformation, and customer operations.
Mentor and develop a high-performing team of managers, analysts, and operational excellence professionals.
Support regulatory filings, audits, and rate case strategies by delivering accurate, data-supported analysis and narratives.
Travel approximately 20% to utility locations, partner meetings, and executive forums across Avangrid’s service territories.