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Manager, Customer Accounts
Starting Salary Range: $116,000.00 - $143,900.00 The Manager, Customer Accounts, provides operational leadership for two critical customer-facing functions: utility billing operations and key account management. Reporting to the Director of Customer Operations & Experience, this role is responsible for overseeing billing operations to ensure accuracy, resolve billing-related issues, and proactively maintain strong client relationships through effective communication with current and prospective customers. The Manager oversees integrating tactical execution with day-to-day oversight, identify opportunities to streamline billing processes, improve efficiencies, enhance customer experience, and support organizational initiatives. This role requires strong knowledge of utility rules and regulations, exceptional leadership skills, and the ability to effectively collaborate with all internal and external customers. Essential Functions: 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 and internal focus on workflows, and processes. Oversee daily operations of utility billing and key accounts functions to ensure accuracy, compliance, and timeliness in customer billing. Develops, implements, and enforces policies and procedures to ensure high standards of customer account integrity and billing process. Resolves escalated, high impact billing issues, collaborating with internal departments including IT, Finance, and Legal. Develop, manage, and track both the Operating and Capital budgets for the Customer Accounts department, ensuring financial accountability and cost efficiency. Leads continuous improvement initiatives for billing operations, system capabilities, and customer communication workflows. Ensures regulatory compliance, internal controls, and audit readiness for all customer billing and account management functions. Provides oversight of strategic high value account relationships, ensuring proactive service delivery, long term retention, and customer satisfaction among BWL's largest commercial and industrial customers. Engages with customer leadership on contracts, rate design, infrastructure planning, economic development. Proactively works with economic development on existing and future customer growth. Develop and monitor key performance indicators (KPIs), and customer experience benchmarks. Prepares and presents high-level reports and dashboards on billing integrity, customer metrics, and large customer activity. Manages billing vendor relationships and ensures compliance with contract deliverables for print, mail, and third-party services. Represents Customer Operations on corporate project teams, internal working groups, and industry task force related to billing, customer engagement, rate design and strategic planning. Ensures departmental goals align with BWL's strategic plan and customer service standards. Foster a culture of safety and compliance. Fiscal stewardship, department budget responsibility (O&M and Capital). Support internal audit, internal controls and external audits. Expected to comply with all BWL policies and work rules. Reliable and predictable attendance. Responsible for participating in the on-call rotation to provide after-hours support a
Starting Salary Range: $116,000.00 - $143,900.00 The Manager, Customer Accounts, provides operational leadership for two critical customer-facing functions: utility billing operations and key account management. Reporting to the Director of Customer Operations & Experience, this role is responsible for overseeing billing operations to ensure accuracy, resolve billing-related issues, and proactively maintain strong client relationships through effective communication with current and prospective customers. The Manager oversees integrating tactical execution with day-to-day oversight, identify opportunities to streamline billing processes, improve efficiencies, enhance customer experience, and support organizational initiatives. This role requires strong knowledge of utility rules and regulations, exceptional leadership skills, and the ability to effectively collaborate with all internal and external customers. Essential Functions: 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 and internal focus on workflows, and processes. Oversee daily operations of utility billing and key accounts functions to ensure accuracy, compliance, and timeliness in customer billing. Develops, implements, and enforces policies and procedures to ensure high standards of customer account integrity and billing process. Resolves escalated, high impact billing issues, collaborating with internal departments including IT, Finance, and Legal. Develop, manage, and track both the Operating and Capital budgets for the Customer Accounts department, ensuring financial accountability and cost efficiency. Leads continuous improvement initiatives for billing operations, system capabilities, and customer communication workflows. Ensures regulatory compliance, internal controls, and audit readiness for all customer billing and account management functions. Provides oversight of strategic high value account relationships, ensuring proactive service delivery, long term retention, and customer satisfaction among BWL's largest commercial and industrial customers. Engages with customer leadership on contracts, rate design, infrastructure planning, economic development. Proactively works with economic development on existing and future customer growth. Develop and monitor key performance indicators (KPIs), and customer experience benchmarks. Prepares and presents high-level reports and dashboards on billing integrity, customer metrics, and large customer activity. Manages billing vendor relationships and ensures compliance with contract deliverables for print, mail, and third-party services. Represents Customer Operations on corporate project teams, internal working groups, and industry task force related to billing, customer engagement, rate design and strategic planning. Ensures departmental goals align with BWL's strategic plan and customer service standards. Foster a culture of safety and compliance. Fiscal stewardship, department budget responsibility (O&M and Capital). Support internal audit, internal controls and external audits. Expected to comply with all BWL policies and work rules. Reliable and predictable attendance. Responsible for participating in the on-call rotation to provide after-hours support a