Kablio AI
AI Turbo Recruiter
Want to hear how I work? Hit play.Kablio AI applies for you. You just show up to the interviewKablio AI helps you secure roles in construction, clean energy, facilities management, engineering, architecture, sustainability, environment and other physical world sectors.
Get hired, get rewarded!
Land a job through Kablio and earn a 5% salary bonus.
Exclusive benefits
5%Bonus
Director - Customer Services Operations
Avangrid
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
7,999 Employees
Service Specialisms
Renewable Energy
Power Generation
Transmission
Distribution
Energy Storage
Engineering
Project Management
Operations & Maintenance
Sector Specialisms
Energy
Renewable Energy
Electricity Transmission
Electricity Distribution
Smart Grids
Grid Infrastructure
Power Generation
Natural Gas Utilities
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
47 Billion
Assets Under Management
Total value of company assets across all operations.
3.3M+ Customers
Electric & Gas Users
Over 3.3 million customers served across New York and New England.
10.0 GW
Power Generation Capacity
Combined electricity output from owned and operated facilities.
- Born in 2015 from a merger with UIL Holdings, creating a national powerhouse from regional utilities.
- Headquartered in Orange, Connecticut, with operations in 24 U.S. states.
- Its utilities arm manages eight electric and natural gas systems.
- Projects include onshore wind, solar, biomass, thermal plants, and grid upgrades.
- Fully acquired by Iberdrola in late 2024, enhancing investment potential.
- Key ventures include the nation's largest offshore wind project and the Maine Power upgrade.
- Combines local legacy with large-scale clean energy ambition.
- Sustainable: We seek to be a model of inspiration for creating economic, social and environmental value in our communities and we act positively to affect local development, generate employment, and give back to the community.
- Agile: We act efficiently and with passion to drive innovation and continuous improvement at both the local and global level.
- Collaborative: We work together toward a common purpose and mutual benefit while valuing each other and our differences.
By 2030
Carbon Neutrality Target
The company aims to achieve carbon neutrality for Scopes 1 and 2.
9.3 GW
Emissions-Free Capacity
Installed capacity in wind and solar energy.
10 GW
Energy Goal
Target to generate 10 GW of emissions-free energy capacity by 2025.
70%
Emissions Reduction Goal
Aim to reduce emissions intensity by 70% by 2030 compared to 2015 levels.
- One of the country’s cleanest utilities.
- Compliance Leader Verification certification by Ethisphere Institute for third consecutive term.
2024
Forbes Recognition
Recognized as one of Forbes America’s Best Employers for Diversity in the 2024 ranking.
300M Spend
Supplier Diversity Goal
Aim to increase spend with certified diverse suppliers to $300 million by 2025, up from $195 million in 2022.
- DEI strategy focus areas: increasing diverse representation (especially in leadership), promoting equitable growth opportunities, establishing pathways for community and connection.
Kablio AIIf you're someone who helps build and power the world (or dreams to), Kablio AI is your pocket-sized recruiter that gets you hired.
Copyright © 2025 Kablio