Manager - Customer Operations

Iberdrola•Rochester, NY

1d•Onsite

About The Position

The Manager of the Customer Operations, reporting to Senior Director, Customer Service, provides full operational and strategic leadership for all customer-facing service channels, including the Customer Relations Call Center and all Walk-In Customer Service Centers at RG&E. This role ensures consistent, high-quality service delivery across phone, in-person, and digital channels while meeting regulatory requirements, Public Service Commission (PSC) Department of Public Service (DPS) performance targets, and Avangrid customer experience standards. The manager oversees staffing, training, workforce planning, cash-handling controls, escalated customer complaint resolution, and operational alignment across multiple customer service functions. The position also supports storm response and emergency operations, serving as a key leader in customer communications and service restoration.

Requirements

Bachelor’s degree in a related field and 8 years of progressive experience in customer service or customer operations leadership.
An associates degree in a related field with 12 years of progressive experience may be accepted in lieu of bachelor’s degree.
Experience leading multi-site operations, including in-person customer service centers, retail branches, or similar environments.
Strong understanding of PSC/DPS regulations, HEFPA, and utility customer protection policies.
Strong knowledge of Customer Relationship Management systems, and call center technologies.
Excellent communication, interpersonal, analytical, and decision-making skills.
Proven ability to lead teams, coach staff, manage performance, and drive operational efficiencies.

Nice To Haves

Supervisory experience in utilities, energy delivery, or other highly regulated industries.
Experience implementing customer experience improvements across multi-channel operations.
Background in process improvement, Lean Six Sigma, or operational transformation initiatives.

Responsibilities

Leads and directs day-to-day operations for the Customer Relations Call Center and all Walk-In Customer Service Centers, by providing full operational leadership for all walk-in customer service centers including staffing, scheduling, performance management, security protocols, and customer communication standards.
Establishes and manages Key Performance Indicators including Average Speed of Answer , Average Handle Time , First Call Resolution, customer satisfaction, walk-in wait times, service completion accuracy, and digital adoption.
Aligns messaging, workflows, and processes across phone, walk-in, billing, and customer programs to ensure accuracy, consistency, and regulatory compliance.
Monitors customer feedback systems to identify trends and implement improvements to enhance service quality.
Leads and/or supports customer outreach initiatives.
Ensure proper cash-handling procedures, reconciliation processes, and facility safety practices at all in-person locations.
Oversees the training and competency development of walk-in staff in billing policies, HEFPA requirements, payment assistance programs, complaint resolution, and customer experience protocols.
Ensures compliance with PSC/DPS regulations, Home Energy Fair Practices Act, (HEFPA) customer rights policies, privacy standards, and all utility-specific rules.
Supports accurate and timely billing operations, customer transaction processing, and resolution of escalated billing disputes.
Oversees training and competency development to ensure employees maintain strong knowledge of billing policies, payment assistance programs, complaint resolution, and customer experience standards.
Serves in a key operational role during storm events, outages, and emergency conditions, ensuring safe, timely, and coordinated customer support and directs customer service response activities, supports communication efforts, and ensures walk-in centers operate effectively as service hubs during outages or emergencies.