Senior Manager - Meter & Services

Iberdrola•East Hartford, CT

5d•Onsite

About The Position

The Manager is responsible for the operational activities of the Customer Charged service program, fitting & meter service departments within the Connecticut Natural Gas (CNG) service territory. The manager ensures a safe and proper response to all gas emergencies and execution of customer-facing work from the meter to the burner tip. The manager will be expected to lead their team to exceed all safety, customer service, emergency response & regulatory compliance goals. Assist in the development and administration of Meter & Service policies, work practices and operating procedures that maximize efficiency, provide revenue protection, and ensure compliance with regulatory requirements, and industry standards. The position holds significant financial accountability, including responsibility for developing and managing a budget and implementing revenue enhancement strategies. The manager is responsible for several regulatory compliance driven programs including but not limited to, Inside Service Line Inspections, Meter exchanges, Remediation of Meter associated abnormal operating conditions (AOC’s), & service appointment commitments. The position Develops and implements programs that ensure the safe and reliable delivery of natural gas from the meter to the burner tip. The position requires close collaboration with both internal and external stakeholders to ensure CNG’s customer service appointments and expectations are exceeded.

Requirements

Bachelor's degree in business, Construction or related discipline with a minimum 7-10 years of experience in the natural gas industry with a focus on customer interaction.
Associate's degree with 9-12 years of experience in the natural gas industry with a focus on customer interaction.
High School diploma / GED Degree with +12 years of experience in the natural gas industry with a focus on customer interactions (Equivalent combination of field and supervisory experience may be considered).
5+ years of team leadership experience, driving team performance, engagement, and accountability.
Strong financial management, technical knowledge, and leadership across multi-site, unionized environments.
Thorough Knowledge of gas utilization equipment repair & maintenance, engineering disciplines, including knowledge of Federal, and state regulations.
Knowledge of the Code of Federal Regulations (49 CFR – Part 192) & respective state regulations.
Able to coordinate, focus, and direct employees in analyzing complex problems and implementing courses of action.
High-level analytical, organizational, interpersonal, communications, and leadership skills.
Must be available outside of regular scheduled hours to work storms, emergencies, and/or critical assignments.
Avangrid Employees may be assigned a system emergency role
Demonstrated ability to manage complex metering operations and lead cross-functional teams.
Ability to drive efficiency, compliance, and performance across diverse operational teams.

Nice To Haves

HVAC license preferred.

Responsibilities

Directs the coordination and general oversight of supervisors and field personnel within service territory associated with all customer-facing meter service activities. The manager must possess a thorough understanding of their respective area to effectively and safely manage emergency situations. The safety of the general public, customers and employees, along with system reliability, hinges on the manager's ability to respond appropriately during emergencies.
Must grasp the essentials of delivering outstanding customer service. They should ensure that departmental goals are achieved while maintaining superior customer service standards.
Execute all work tasks in compliance with Company, Federal and State policies, and regulatory requirements, including PURA reports.
Responsible for all compliance driven Meter service programs (Inside meter inspections, Meter exchanges, regulator inspections & AOC remediations).
Responsible for maintaining Charge Customer Service & meter service budgets.
Develop and maintain ongoing programs to increase operating efficiencies, promote safety, identify best practices, and reduce operating maintenance and capital construction costs.
Represents the Company before governmental, regulatory bodies, and other public forums, as required.
Develop and recommend long/short-range objectives and programs, to attain customer service targets.
Assures an effective working relationship with bargaining units.
Provide area leadership to encourage interdepartmental communication and cooperation in support of all company objectives.
Develop a strong supervisory team and promote individual growth among employees.
Reviews & investigates customer-related complaints & provides response as required.
Develops and collaborates with Engineering & Construction to ensure all replacement projects are completed within proposed abandonment schedules.
Perform other duties and special projects as assigned
Formulate strategic and tactical plans for metering systems and enhancements aligned with company and global objectives.