Quality Assurance Manager, Customer Solutions

Grant County Public Utility District•Moses Lake, WA

8h•Hybrid

About The Position

The Quality Assurance Manager for Customer Billing and Support oversees retail and telecom billing operations, ensuring the accuracy, integrity, and compliance of billing operations, including adjustments, and reporting, as well as the effectiveness of Customer Information System (CIS) processes and controls. This role leads customer billing and support functions, ensuring timely and accurate operations in compliance with accepted accounting principles and internal control standards. The position also manages the customer support team serving Customer Engineering and Line Departments, driving high-quality service delivery, efficient processing of new service connections, and responsive handling of customer requests. Additionally, the role develops and maintains a comprehensive quality customer service program, including performance standards, training, process improvement, and continuous evaluation, aligned with the District’s mission and strategic goals.

Requirements

Bachelor’s degree in business, finance, customer service, marketing, or related field OR 2 additional years of relevant experience in lieu of degree.
Five (5) years’ progressively responsible experience in customer service, accounting, finance, or related profession, which includes two (2) years of people leadership.

Nice To Haves

Experience within the utility industry for meter-to-cash billing processes and related quality controls.

Responsibilities

Lead the delivery of a high-quality customer experience by establishing service standards, modeling professional conduct, and serving as an escalation point for complex or sensitive customer issues
Provide strategic leadership, coaching, and development for staff and supervisors, fostering a culture of accountability, continuous improvement, and service excellence
Ensure the security, integrity, and appropriate use of confidential customer information and data within the Customer Information System (CIS)
Establish, interpret, and enforce Customer Service policies and procedures; exercise strategic decision-making authority to ensure alignment with organizational goals, and lead enhancements to improve customer outcomes and operational efficiency
Oversee governance, accuracy, and internal controls of CIS and Advanced Metering Program (AMP) operations, including leadership of system integration efforts and post-integration standards
Partner with leadership to design and implement comprehensive training strategies that ensure consistent, accurate processes and regulatory compliance
Lead continuous improvement initiatives by analyzing performance data, identifying risks, and implementing enhancements to workflows, controls, and business practices
Define and monitor key performance indicators (KPIs), service levels, and productivity standards to drive operational effectiveness and customer satisfaction
Collaborate cross-functionally with Customer Engineering, Line Departments, and other stakeholders to align priorities and deliver coordinated customer solutions
Provide end-to-end accountability for new construction billing processes and service connection operations to ensure accuracy, efficiency, and scalability
Serve as the primary liaison with IT leadership to prioritize system enhancements, resolve critical issues, and align technology solutions with business objectives
Act as a key member of the Customer Solutions leadership team, providing guidance, decision support, and backup for leadership as needed
Demonstrated commitment to Grant PUD’s mission, vision, values, strategic plan, and Grant PUD/IBEW Local 77 Code of Excellence. The incumbent should be familiar with these organizational priorities and behave in a way that aligns with these expectations.
Understand and adhere to compliance requirements for this position that may include laws, regulations, security guidelines, Grant PUD policies & procedures.
Actively participate in all aspects of our safety program, including but not limited to: Following all safety policies and procedures; Alerting supervisors and coworkers to unsafe or hazardous working conditions; Reporting any safety incidents or close calls within 24 hours to your supervisor; and Accepting feedback from supervisors and coworkers regarding your own safety performance.