Manager Customer Operations

Overview

Oversee billing, credit/collection and call center ops, supervising staff and ensuring compliance.

Key Responsibilities

• performance metrics
• process automation
• vendor management
• statistical reporting
• billing operations
• call center

Tasks

Plans, coordinates, prioritizes, monitors and reviews the work results in assigned area; assists in selecting, training, motivating, evaluating and developing subordinate personnel and ensures safe work practices, work quality, accuracy, sufficient workforce resources, as well as compliance with applicable rules, regulations, policies and procedures and in alignment with and in support of Customer Experience Excellence; assists in the development, implementation and managing of department goals, objectives, policies and priorities in partnership with the department Manager; ensures that department strategic objectives and priorities are achieved and coordinated with other departments. Utilize a personal computer and/or computer terminal, systems and software relevant to the job; communicate effectively orally and in writing internally/externally; establish and maintain effective working relationships internally/externally; coordinate the work of the function or unit with other SMUD entities; coach, mentor, motivate, influence, challenge and develop subordinate staff; initiate, maintain and oversee adherence to safety policies and procedures; interpret and apply SMUD policies procedures, applicable MOU and/or other special agreements; plan, apply applicable personnel, billing and credit laws, codes and regulations; organize, direct, control, and review the work of others; prepare and take disciplinary actions, including terminating staff; prepare performance plans and evaluations for staff; identify and assess training needs for staff; develop and implement new and revised policies and procedures to provide for the effective operation of the area of responsibility; direct on-the-job training activities; compile and prepare technical, statistical and/or analytical reports and presentations; negotiate with external representatives on behalf of SMUD; serve as reference person for other employees; explain complex and/or controversial policies, regulations, procedures and/or activities internally/externally; respond to and resolve customer issues, concerns and needs; analyze procedures/systems and develop/implement operational improvements; analyze complex issues and develop/implement resolution alternatives; apply applicable laws, codes and regulations; appraise situations and people accurately and adopt an effective course of action; interpret, analyze and apply pertinent policies, procedures, regulations and requirements; schedule and prioritize own work assignments to meet expected timeframes. To provide supervision of staff, expertise and leadership in the development, maintenance and day-to-day operations of the Customer Operations business segment. To manage, supervise, and direct Billing, Credit/ Collection and Call Center functions, information and processes to ensure that Customer Operations is in line with SMUD’s strategic objectives and complies with applicable SMUD, state and local personnel, billing, credit and collection laws, rules and regulations; provide all necessary customer and customer operations data to facilitate relevant management decision-making to meet SMUD guidelines and legal standards that operational and revenue collections policies support. -Implements performance and productivity measures and ensures that performance metrics are met; evaluates and oversees staffing levels, credit and deposit inquiries, rate and program applications; manages, analyzes and updates, collection and disconnection processing, and electronic payment methods; and manages vendor contracts associated with call center, billing, and credit/collection processing. -Provides leadership and accountability while directing the work of subordinates for SMUD’s Billing, Credit and Collection and Call Center processes through operational staff; reviews and implements SMUD and/or department goals and changes; compiles and interprets statistical information associated with customer operations to ensure customer satisfaction, retention and to minimize financial exposure and risk to SMUD; recommends modifications to operating policies; oversees and evaluates work through subordinate supervisors or experienced lead employees who exercise independence in their assignments; hiring, firing, training, coaching, mentoring and developing subordinates; advising units on tasks and operations as required to solve complex problems; ensuring staff safety and prevention of personal injury and equipment loss; and acting to ensure project and operational schedules and budgets are met. -Supervises SMUDs Call Center, Billing and Credit/Collection functions by evaluating the effectiveness of current customer service practices; research, analyze and compile information from customers, public and private agencies and other utilities to determine best practices; designing, planning and/or implementing procedural or system changes to enhance processes and/or comply with SMUD or regulatory changes; performing analysis, conducting studies, producing reports and reporting to senior management or the Board; initiating internal, intra-departmental and inter-departmental technology and system revisions to improve productivity; developing and maintaining sub-process performance measurements; automating manual processes; training staff on policies and procedures; and enhancing customer operations.

Requirements

• crm
• business intelligence
• lean
• kaizen
• agile
• bachelor's

What You Bring

Knowledge Of This position will be required to work onsite one or more days a week on a regular basis; sometimes more or less, depending on the work and, at any of our SMUD locations. SMUD takes pride in powering the Sacramento region community where we live and work. We value the strong working relationships we develop with our colleagues. Our approach to remote work will continue to evolve. Please be aware that should SMUD’s business needs change, emergencies occur, or various other reasons arise, you may be required to report onsite on a part-time or full-time basis. Safety policies, practices and procedures; standard operating procedures for modern office equipment including a computer and applicable software; English grammar, punctuation and vocabulary standards; company policies, procedures, applicable MOUs and other special agreements; methods and techniques for training staff; policies and procedures for evaluating and recording performance results; policies and procedures for recruiting, screening and hiring; methods and techniques for report preparation and writing; methods and techniques for record keeping; principles and practices for delegating, prioritizing, assigning and reviewing work assignments; principles and practices for taking disciplinary action; principles of complex mathematics, algebra, and geometry; principles of statistics; techniques and practices for problem research and resolution; techniques and practices related to negotiations and compromise; methods and techniques for planning, organizing, directing and controlling work activities; principles and practices for business strategic planning and development; techniques and concepts related to team management; characteristics and operational needs of productivity and customer service function; procedures and practices for overseeing contractors/consultants work activities; procedures and practices for budget management; relevant automated systems; concepts of data analytics, revenue protection principles, procedures and practices related to electricity rates and electric service requirements; principles of reading and interpreting meter data; procedures and practice related to customer service, billing and credit/collection services; principals of customer service, billing and credit/collection information systems, SMUD policies and procedures related to rates, rules and regulations; methods and techniques for managing a call center, billing and credit/collections; trends in customer operations. -Seven (7+) or more years of progressively responsible experience in customer service related activities with emphasis on customer service, billing, or credit/collections, credit risk assessment and analysis, programs and system administration, preferably in the electric utility industry, and a minimum of three (3) years in a supervisory or lead role. -Training credentials, such as certifications in Training and Development, Instructional Design, or related fields. -Technical background with hands-on experience in customer support technologies, CRM systems, or business intelligence tools that support customer operations. -Knowledge of LEAN and KAIZEN methodologies. -Excellent communication skills and experience building collaborative working relationships across departments. -Knowledge of Agile Project Management principles, enhancement review and backlog prioritization. -Knowledge of SMUD processes and system tools. -Bachelor’s degree from an accredited college or university majoring in Business Administration, Public Administration, Finance, Accounting Economics, Customer Relations or a related field or equivalent work experience. If no degree, a minimum of eleven (11) years of relevant experience is required. -Demonstrated ability to develop and deliver effective training programs that enhance team performance and customer experience. -Experience managing or supporting a Tier 1 customer support team, with a strong understanding of front-line customer service operations and escalation protocols.

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Benefits

Hybrid Work

About Smud

-A leader in providing sustainable and reliable energy, focusing on integrating clean energy solutions like solar and wind power. -Serves both residential and commercial customers, offering a range of energy solutions from billing to efficiency programs. -Known for its commitment to innovation, particularly in large-scale solar programs. -Focus on reducing carbon emissions and improving energy efficiency across its service areas. -Recent projects include solar installations, battery storage solutions, and energy-saving programs. -Ensures efficient electricity delivery with a focus on grid reliability and customer service.

Sector Specialisms