Director of Customer Operations

Job Description

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. Direct management of customer service representatives who support customer service, contact center, billing, payments and collections activities in the Delaware regulated utility. Direct management of the Manager of Customer Operations who supports the Pennsylvania regulated utility. The successful Director will continually engage in leading and inspiring internal and external teams in developing and sharing best practices.

Qualifications

• Education/Experience/Background: 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.
• Knowledge/Skills/Abilities: Project Management experience in relation to system development and implementation. 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.

Additional Information

Benefits: Veolia’s comprehensive benefits package includes paid time off policies, as well as health, dental, vision, life insurance, savings accounts, tuition reimbursement, paid volunteering and more. In addition, employees are also entitled to participate in an employer sponsored 401(k) plan, to save for retirement.

We are an Equal Opportunity Employer! All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.