Manager - Customer Meter Services

PPL Corporation•North Kingstown, RI

About The Position

The Manager-CMS directs and manages Regional Metering operations through leadership of Metering and Large Power Managers, Revenue Protection Specialists, Large Power and Service Technicians, Customer Contact Representatives, and other Regional Metering employees. The position is accountable for operational planning, workforce deployment, financial management, safety, compliance, and results across meter reading and service; secondary and large power metering installation and maintenance; revenue protection; field customer service; customer education; and related revenue-cycle activities for PPL customers. The manager establishes priorities, develops organizational capability, and partners with Customer Service leadership to deliver safe, accurate, efficient, and cost-effective operations. The role may be assigned an Electric Utilities emergency and storm role, which may require work after hours and outside the normal schedule to support power restoration or other customer-service needs. Physical presence in the office or on-site is required to engage in face-to-face interaction and coordinate work with direct reports and co-workers. Driving is identified as an essential job function and safety-sensitive activity.

Requirements

Bachelor's degree.
At least 7 years of relevant work experience in the utility industry.
Prior supervision of technical personnel.
Ability to work in a variety of work environments, including field locations.
Valid, in-state driver's license.
Driving is an essential function of the job and is considered safety-sensitive.

Responsibilities

Direct and manage regional meter reading and service operations, including installation, inspection, and maintenance of secondary and large power metering installations; set priorities, allocate workforce and equipment, and monitor results.
Direct Revenue Protection functions, including investigation, correction, and prosecution of theft of services; coordinate resources and cross-functional activities, monitor outcomes, and implement improvements.
Lead safety training, tailboards, and meetings across assigned operations; establish expectations, ensure participation and resources, and monitor effectiveness.
Establish and sustain a proactive safety culture, integrate safe work practices into planning and execution, reinforce hazard identification and prevention, and address safety concerns promptly.
Build a culture of accountability by setting clear ownership and operational expectations and holding the organization accountable for safety, service quality, productivity, financial stewardship, and results.
Oversee meter and metering-equipment inventory planning, demand forecasting, and replenishment in alignment with workload, operational requirements, and budget targets; monitor availability and costs.
Lead workforce and talent development, set technical and leadership development priorities, coordinate training, and build organizational capability for current and future staffing needs.
Develop, manage, and monitor budgets for assigned responsibility centers and cost areas; lead budgeting, forecasting, and expenditure review, analyze variances, and adjust resource plans to meet financial targets while maintaining safety and service commitments.
Establish and manage key performance indicators and measurement processes; monitor trends, identify gaps and improvement opportunities, and lead action plans for safety, quality, service, productivity, and cost objectives.
Partner with Customer Service leadership to plan and oversee revenue-cycle work arising from Regional Metering activities, including credit, billing, theft prevention, and collections; align priorities, resolve barriers, and ensure timely and accurate completion.
Develop and execute departmental business, production, efficiency, and organizational plans; forecast workload and staffing needs, set scheduling and resource-allocation priorities, and adjust for seasonal variations and changing business needs.
Ensure operations and employee actions comply with company policies, standards, procedures, applicable codes of conduct, and laws; set compliance expectations, monitor adherence, and address identified issues with appropriate corrective measures.
Translate department and corporate Customer Services goals into operational priorities and improvement initiatives; represent operations in cross-functional planning and metering discussions, communicate business needs and results, and lead initiatives to improve customer service and operational effectiveness.
Maintain physical presence in the office or on-site for face-to-face interaction and coordination with direct reports and co-workers.
May perform an assigned Electric Utilities emergency and storm role, including after-hours work outside the normal schedule.