Director of Customer Operations

About the role

The Director of Customer Operations will support Veolia's customer experience vision by providing leadership and direction for the Customer Operations team for the Mid-Atlantic region of the regulated utility division. The incumbent will provide leadership, guidance and subject matter expertise to effectively and efficiently deliver exceptional customer service with a focus on continuous improvement, identifying and implementing operational efficiencies and defining and delivering on SLAs.

Responsibilities

• Promote and maintain a culture of safety first and ensure compliance with established safe working practices.
• Execute long-term strategies to enhance the customer experience and drive business performance while promoting Veolia as the water company of choice.
• Establish operational KPIs and measure results and impact.
• Oversee customer response systems, ensuring that best practices are identified and communicated, and technologies are deployed and used consistently to maximize performance in relation to customers.
• Provide coaching, guidance, and monitoring to ensure the teams are meeting performance targets and organizational objectives for key results.
• Enforce policies, procedures and controls that ensure regulatory and contract compliance; revenue integrity and support the consistent delivery of exemplary service to customers.
• Manage controls and reporting system that gathers and presents tangible and actionable data to support target attainment, financial control, billing integrity, cash flow optimization and exemplary customer experience.
• Establish effective performance measurement and feedback channels for all employees under purview demonstrating an understanding of development needs and acknowledging key strengths.
• Perform complex related analyses including but not limited to payments, aged receivable and collections activities.
• Establish and maintain performance metrics to include operational and financial performance and reporting.
• Work cross-functionally with other teams such as corporate accounting, finance and operations to ensure timely and accurate billing, payment and collections processes.
• Actively and consistently supports all efforts to simplify and enhance the employee and customer experience.

Qualifications

• Bachelor's Degree or 15+ years of experience of experience managing a team.
• Minimum of 10 years of experience in Call Center Management and/or billing, collections and metering operations preferably in Regulated Utility.
• Demonstrated ability to deal with customers, clients and regulators in a courteous, professional and diplomatic manner.
• Significant technical expertise and experience required as it relates to internal control structure, policies, procedures and Sarbanes Oxley (SOX) compliance.
• Direct supervision of union workforce.
• Knowledge of cash management operations.