USA Jobs
Manager, Customer Operations and Field Services
USA Jobs, Lansing, Michigan, United States, 48901
Manager of Customer Operations and Field Services Department
Starting Salary Range: $116,000.00 - $143,900.00 The Manager of Customer Operations and Field Services Department provides operational leadership for all technical systems supporting Customer Operations & Experience, including Advanced Metering Infrastructure (AMI), Customer Information System (CIS), and AMI Field Services. This position leads a multidisciplinary team of supervisors, analysts, administrators, and technical staff, ensuring the reliable operation, integration, and evolution of critical customer-facing technologies. Reporting to the Director of Customer Operations & Experience, the Manager collaborates with internal and external stakeholders to deliver customer-centered technology solutions to enhance utility experience, drive operational efficiency, and support BWL's strategic goals. Responsible for effective & efficient day-to-day operations focused on short-term goals and meeting deadlines. Lead, motivate, and develop team members. Implement the strategies and plans set by director by making them actionable tasks, with internal focus on workflows, and processes. Drives alignment between Customer Experience technology platforms and the organization's customer experience vision, performance goals, and digital transformation strategies. Collaborate with senior leadership to ensure that technology roadmaps and service delivery models support broader business objectives. Oversee the performance, maintenance, and continuous improvement of the (CIS), ensuring platform integrity, data availability, and responsiveness to evolving business needs. Data analysis and support for billing and rate design functions. Coordinates the management of service-level agreements (SLAs), patching schedules, vendor management, system upgrades and compliance. Supports data governance, integration projects, and enhancements to user experience for internal and external stakeholders. Leads the procurement, implementation, and vendor coordination of technical related projects, including requirement gathering, RFP development, and contract execution and administration. Ensure alignment between the CIS and adjacent platforms such as meter data management systems, payment portals, and analytics dashboards. Manages the AMI infrastructure (smart meters, collectors, repeaters) and ensures system availability, reliability, and secure data delivery for billing and analytics. Oversees AMI firmware lifecycle, field network performance, and cybersecurity safeguards in collaboration with IT and third-party vendors. Oversee the work to identify infrastructure gaps, implement process improvements and maintain portal access. Supports remote meter communication capabilities including outage detection, restoration diagnostics, and proactive customer support. Leads the integration of AMI metrics with business intelligence tools to improve service planning and asset management. Manages the Supervisor of AMI Field Services and ensures effective scheduling, training, and safe field execution of AMI equipment installations, maintenance, and troubleshooting. Coordinates field resource needs for meter replacement programs, network upgrades, and system expansion. Ensures compliance with work safety protocols, quality control, and proper resource utilization.
Starting Salary Range: $116,000.00 - $143,900.00 The Manager of Customer Operations and Field Services Department provides operational leadership for all technical systems supporting Customer Operations & Experience, including Advanced Metering Infrastructure (AMI), Customer Information System (CIS), and AMI Field Services. This position leads a multidisciplinary team of supervisors, analysts, administrators, and technical staff, ensuring the reliable operation, integration, and evolution of critical customer-facing technologies. Reporting to the Director of Customer Operations & Experience, the Manager collaborates with internal and external stakeholders to deliver customer-centered technology solutions to enhance utility experience, drive operational efficiency, and support BWL's strategic goals. Responsible for effective & efficient day-to-day operations focused on short-term goals and meeting deadlines. Lead, motivate, and develop team members. Implement the strategies and plans set by director by making them actionable tasks, with internal focus on workflows, and processes. Drives alignment between Customer Experience technology platforms and the organization's customer experience vision, performance goals, and digital transformation strategies. Collaborate with senior leadership to ensure that technology roadmaps and service delivery models support broader business objectives. Oversee the performance, maintenance, and continuous improvement of the (CIS), ensuring platform integrity, data availability, and responsiveness to evolving business needs. Data analysis and support for billing and rate design functions. Coordinates the management of service-level agreements (SLAs), patching schedules, vendor management, system upgrades and compliance. Supports data governance, integration projects, and enhancements to user experience for internal and external stakeholders. Leads the procurement, implementation, and vendor coordination of technical related projects, including requirement gathering, RFP development, and contract execution and administration. Ensure alignment between the CIS and adjacent platforms such as meter data management systems, payment portals, and analytics dashboards. Manages the AMI infrastructure (smart meters, collectors, repeaters) and ensures system availability, reliability, and secure data delivery for billing and analytics. Oversees AMI firmware lifecycle, field network performance, and cybersecurity safeguards in collaboration with IT and third-party vendors. Oversee the work to identify infrastructure gaps, implement process improvements and maintain portal access. Supports remote meter communication capabilities including outage detection, restoration diagnostics, and proactive customer support. Leads the integration of AMI metrics with business intelligence tools to improve service planning and asset management. Manages the Supervisor of AMI Field Services and ensures effective scheduling, training, and safe field execution of AMI equipment installations, maintenance, and troubleshooting. Coordinates field resource needs for meter replacement programs, network upgrades, and system expansion. Ensures compliance with work safety protocols, quality control, and proper resource utilization.