Vice President - Customer Service

Iberdrola•Orange, CT

1d•Onsite

About The Position

The Vice President of Customer Service (CT & MA) provides strategic leadership and operational oversight for all customer facing service functions, including Customer Satisfaction, Billing, Contact Center Operations, and Credit & Collections. This role sets the vision, objectives, and policies needed to deliver exceptional customer experiences while supporting company growth, regulatory compliance, and financial performance. The Vice President builds and maintains influential relationships with regulators, government agencies, unions, vendors, customers, media, and internal business partners to ensure alignment and operational success across both states. This position drives operational excellence by ensuring accurate and timely billing, effective collections, high quality service delivery across all channels, and consistent achievement of regulatory service levels. The Vice President also plays a critical role in storm response operations, leveraging technology and cross functional coordination to maintain strong customer communication and service continuity. Additional responsibilities include overseeing low income assistance programs, managing complex credit and collection activities, ensuring compliance with evolving statutory requirements, and championing continuous improvement initiatives. Through collaboration with residential and commercial, this leader ensures a unified, customer centric approach across the organization.

Requirements

Bachelor’s degree in Business Administration or related field required.
10 plus years of experience in the customer service field, including significant leadership management experience, directing a large operational function.
Experience in developing customer service strategy/execution underpinned by technology, automation, and delivering customer satisfaction.
Knowledge of customer information systems, accounting/billing controls, and principles.
Inherent knowledge of contact center operations, customer billing/accounting, and credit & collections processes.
Strong knowledge of rates, regulations, and regulatory processes as it relates to customers and company.
Experience in managing and influencing departmental budgets.
Experience in optimal vender management such as remittance, contact centers, bill print, etc.
Excellent leadership skills.
Strong Customer Focus.
Effective communication, collaboration, and organizational skills.
Results oriented.
Track record of driving continuous improvement.
Demonstrated analytical, administrative, and decision-making abilities.
Motivational and confident public speaker able to represent and articulate company positions.

Nice To Haves

Master’s Degree preferred.

Responsibilities

Provide management, strategy, and direction for all functions of the Customer Service areas across CT & MA including Customer Satisfaction/Communication, Customer Billing, Contact Center and Credit & Collections.
Determine objectives, policies, and strategies for these functional areas to deliver consistently exceptional customer service to customers while driving growth and profitability.
Build and grow relationships with key stakeholders including Regulators, Government Agencies, Unions, Vendors, Customers, Media and other Avangrid business areas.
Deliver operational excellence including meeting regulatory service levels, delivering accurate/timely billing, collecting effectively to minimize bad debt, and ensuring high quality customer standards throughout all channels.
Support operational excellence during storms, including leveraging technology to deliver optimal customer experience.
Represent the Company in regulatory and legal matters effectively and accurately.
Establish and execute Strategic Plan for customer service in CT & MA to deliver exceptional customer service and achieve Company goals.
Direct all aspects of the customer experience for CT & MA.
Influence research to identify additional improvement opportunities and measure the effectiveness of continuous improvement.
Support the residential and commercial functions of the Company.
Direct customer billing, contact center, and collections operations.
Establish and monitor performance against regulatory and internal service level and other quality targets.
Ensure compliance with all existing/new statutory and regulatory requirements.
Manage all credit and collection activities including the low-income assistance programs, bankruptcies, liens and receiverships, and remittance processing.
Collaborate with State and local agencies to ensure compliance, build relationships, and develop programs to provide assistance to customers.
Interface with all CT & MA business areas to ensure customer focus throughout the organization.