Service Line Program Manager

Regional Water Authority•New Haven, CT

About The Position

The Service Line Program Manager will lead a team responsible for ensuring the smooth, efficient, and scalable operation of the Homeowner Safety Valve services. This role owns the end‑to‑end performance of the portfolio, developing and executing a strategic roadmap to identify, measure, and implement process improvements and operational efficiencies that increase customer satisfaction, service adoption, and overall awareness. The Service Line Program Manager will define success metrics, analyze performance trends, and continuously optimize service delivery based on customer needs and business objectives. The role includes oversight of key technology and service vendors to ensure platforms, integrations, and tools effectively support business operations, meet service‑level expectations, and scale with demand. This manager will also be accountable for data management and insights, ensuring data accuracy, governance, and meaningful analysis to inform decision‑making, forecasting, and budgeting. In close partnership with marketing and communications teams, the role will support customer education and engagement initiatives by aligning service capabilities with product positioning, messaging, and data‑driven outreach strategies.

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

Supervise and direct the daily activities of four staff members, ensuring high performance and professional development.
Serve as the primary contact for complex customer inquiries, resolving issues to the satisfaction of both the customer and the company.
Manage day-to-day operations, from routine Safety Valve functions to more complex customer service issues.
Establish professional relationships with contractors, supervise repair work, and approve all repair invoices.
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
Manage the Water, Sewer, and In-Home Plumbing programs, acting as the managerial contact for contractor requirements and customer inquiries
Review and approve all invoices from repair contractors and other vendors and assist with the annual budget process.
Prepare detailed weekly and monthly reports for senior leadership and provide updates to contract clients.
Schedule and manage monthly marketing campaigns, working with vendors to ensure timely release of materials.
Maintain active contract files, prepare for renewals and RFPs, and respond to bids by established deadlines.
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.
Perform various other tasks as assigned to support the team.