Home Safety Valve Manager

Regional Water Authority•New Haven, CT

18d

About The Position

At the South-Central Connecticut Regional Water Authority (RWA), we provide more than just water—we deliver life-sustaining resources to nearly 430,000 consumers every day. As a nonprofit public corporation driven by our commitment to excellence and community, we take pride in being responsible stewards of over 28,000 acres of watershed land, ensuring the sustainability of our environment for future generations. Guided by the principles of Conscious Capitalism, we believe in the power of business to make a positive impact on the region we serve. When you join RWA, you have more than a job, you have a purpose and will become part of a team that values integrity, environmental stewardship, and community service. You’ll work with purpose, knowing that every drop of water we deliver makes a difference, and that our customers trust us to uphold the highest standards of reliability, sustainability, and care. JOB SUMMARY: The Home Safety Valve Manager will lead a team that is responsible for ensuring a smooth and efficient operation of our Safety Valve services for all customers. This individual will develop the road map and strategy to identify, measure, and implement processes and efficiencies that will increase customer satisfaction and awareness.

Requirements

Bachelor’s degree in business, marketing, or related field.
5 years of experience in a related field. Preferably water or sewer utilities
Strong analytical, decision-making, and troubleshooting skills.
Excellent interpersonal, communication, leadership, and organizational skills.
Ability to work independently and make decisions with minimal supervision.
Proficiency in Word, Windows, Excel, PowerPoint, email, and various SaaS tools.
Detail-oriented with the ability to manage multiple tasks simultaneously.
Availability for early morning and late evening meetings with contract clients as needed.

Responsibilities

Team Leadership: Supervise and direct the daily activities of four staff members, ensuring high performance and professional development.
Customer Resolution: Serve as the primary contact for complex customer inquiries, resolving issues to the satisfaction of both the customer and the company.
Operational Oversight: Manage day-to-day operations, from routine Safety Valve functions to more complex customer service issues.
Contractor Management: Establish professional relationships with contractors, supervise repair work, and approve all repair invoices.
Coordination: Oversee the work of the Safety Valve Field Coordinator and ensure the coordination of site visits, repairs, and timelines are clear to ensure contractor work quality, efficiency, and customer satisfaction
Program Management: Manage the Water, Sewer, and In-Home Plumbing programs, acting as the managerial contact for contractor requirements and customer inquiries
Financial Oversight: Review and approve all invoices from repair contractors and other vendors and assist with the annual budget process.
Reporting: Prepare detailed weekly and monthly reports for senior leadership and provide updates to contract clients.
Marketing: Schedule and manage monthly marketing campaigns, working with vendors to ensure timely release of materials.
Administration: Maintain active contract files, prepare for renewals and RFPs, and respond to bids by established deadlines.
Technology: Oversee the functionality and optimization of all software programs, SaaS services, and data/reporting tools to ensure accurate customer data, contract management, enrollments, payment processing, reporting, analytics, and marketing activities.
Other Duties: Perform various other tasks as assigned to support the team.