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Director - Customer Services Operations
Scottish Power
Lead and optimize customer services operations, including workforce management, vendor partnerships, and payment processing in a regulated utility environment.
16d ago
$139,000 - $199,000
Experienced (8-12 years), Expert & Leadership (13+ years)
Full Time
United States Of America, Massachusetts, Boston | NY - Kirkwood - JACC | ME - Augusta - General Office | CT - Orange - 180 Marsh Hill Rd | NY - Rochester - 3 City Ctr
Office Full-Time
Company Size
5,750 across the UK Employees
Service Specialisms
Construction
Operation & Maintenance
Retail
Sector Specialisms
Power Grid
Renewables
Energy Retail
Role
What you would be doing
payment processing
workforce planning
channel modernization
vendor governance
global operations
financial compliance
- Direct the end-to-end management of customer payment processing and remittance workflows across channels and jurisdictions.
- Lead the design and execution of short- and long-term workforce planning strategies to meet demand, reduce wait times, and optimize agent performance across internal and vendor teams.
- Identify and implement opportunities to modernize payment channels and enhance the customer billing experience.
- Lead the contact center vendor regulatory discussions to support rate case filings and hearings.
- Develop vendor governance structures, including scorecards, contract reviews, and escalation protocols.
- Drive alignment between vendor operations and Avangrid’s Customer Service, CX, and digital transformation goals.
- Management of global contact center operations across multiple contact center vendors with business transformation experience.
- Oversee relationships with third-party customer service providers to ensure compliance with SLAs, quality standards, and regulatory requirements.
- Partner with analytics teams to ensure data-driven decisions and continuous improvement in resource utilization.
- Monitor and analyze staffing models, forecast accuracy, scheduling efficiency, and real-time intraday performance.
- Ownership of the contact center external budget.
- Ensure accuracy, security, and compliance in all financial transactions in coordination with control, treasury, and IT teams.
What you bring
analytical skills
communication skills
relationship management
bachelor’s degree
leadership experience
contact center
- Excellent analytical, communication, and relationship management skills.
- Bachelor’s degree in Business, Operations, or related field (Master’s preferred).
- 10+ years of leadership experience in customer operations, including workforce and vendor management.
- Proven success managing large-scale contact center operations and complex payment processes, ideally in a regulated industry.
- Strong understanding of utility industry requirements, including customer satisfaction metrics, regulatory compliance, and digital engagement.
- Travel required: approximately 20% across Avangrid service areas.
- $152,000 - $190,000 (Orange, CT)
- $139,000 - $173,000 (Augusta, ME; Rochester, NY; Binghamton, NY)
- $159,000 - $199,000 (Boston, MA)
Information not given or found
Interview process
Information not given or found
Visa SponsorshipInformation not given or found
Security clearance- credit and criminal history checks
- employment verification
- education verification
Company
Overview
£9.5 billion
Annual Revenue 2023
Generated through operations in energy networks, renewables, and retail and wholesale energy services.
£8.4 billion
Annual Revenue 2022
Reflects the company's performance across various energy-related business units.
13.1%
Year-On-Year Growth
Increase in annual revenue from 2022 to 2023.
- Operates in electricity generation, transmission, and distribution and specialises in renewable energy, particularly onshore and offshore wind farms, and manages the transmission and distribution networks in South and Central Scotland, as well as parts of North Wales and North West England.
- Provides electricity and gas to residential, commercial, and industrial customers across the UK, offering services such as smart metering, energy efficiency advice, and home services like boiler care and maintenance.
- Has three main divisions: Energy Networks, Renewables, and Energy Retail and Wholesale.
- *SUSTAINABLE ENERGY:* Emphasises pioneering renewable energy, creating economic, social, and environmental value, with a commitment to safety, environmental respect, and ethical, rational, responsible actions.
- *INTEGRATING FORCE:* Acts as a dynamic and responsible force for change, fostering collaboration, sharing knowledge, encouraging diversity, and growing talent to achieve common goals.
- *DRIVING FORCE:* Focuses on bringing about efficient change by challenging processes, innovating for continuous improvement, and anticipating customer needs.
2040 Target
Net Zero Commitment
Committed to achieving net zero emissions by 2040.
100% Renewable
Clean Energy Production
All electricity generated from UK windfarms, ensuring a sustainable energy supply.
1,157 Turbines
Wind Energy Network
Operates a network of 1,157 turbines across onshore windfarms, contributing to significant renewable energy generation.
38 Windfarms
Energy Infrastructure
Maintains 38 onshore windfarm sites, supporting the transition to clean energy.
- ScottishPower is a leader in renewable energy.
- Enough electricity to power over 1.2 million homes, nearly half the homes in Scotland.
- Capacity to generate 1,948 MW of electricity.
35% Women Target
% of senior management roles
Target for women in senior management roles by 2030.
32% Female Representation
% in senior management
Increase in female representation in senior management from 26% in 2021 to 32% in 2022.
- Collaborates with several recognised organisations to enhance its commitment to diversity and inclusion, such as the Business Disability Forum, The Armed Forces Covenant, Carers UK, ENABLE Scotland, and POWERful Women. It holds the highest level of accreditation of the Armed Forces Covenant (Gold Status) and received the Inclusive Workplace Award from the Scottish Union of Supported Employment for two consecutive years.
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