Iberdrola SA
Director - Customer Services Operations page is loaded## Director - Customer Services Operationslocations:
Estados Unidos, Massachusetts, Boston:
NY - Kirkwood - JACC:
ME - Augusta - General Office:
CT - Orange - 180 Marsh Hill Rd:
NY - Rochester - 3 City Ctrposted on:
Publicado hoyjob requisition id:
R-22772The base salary range for this position is dependent upon experience and location, ranging from:* $159,000 - $199,000 (Boston, MA)* $152,000 - $190,000 (Orange, CT)* $139,000 - $173,000 (Augusta, ME; Rochester, NY; Binghamton, NY)**Job Summary:**The Director of Customer Services Operations will lead critical functions across Avangrid Networks’ operating companies, ensuring seamless, efficient, and customer-centric operations. This role oversees Workforce Management, Contact Center Vendor Partnerships, and Payment Remittance activities across New York, Maine, Connecticut, and Massachusetts. The ideal candidate will bring deep operational expertise, strategic vision, and a passion for delivering consistent, high-quality service experiences in a regulated utility environment.**Key Responsibilities:**Workforce Management:* 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.* Monitor and analyze staffing models, forecast accuracy, scheduling efficiency, and real-time intraday performance.* Partner with analytics teams to ensure data-driven decisions and continuous improvement in resource utilization.Contact Center Vendor Management:* Oversee relationships with third-party customer service providers to ensure compliance with SLAs, quality standards, and regulatory requirements.* 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.* Ownership of the contact center external budget.* Lead the contact center vendor regulatory discussions to support rate case filings and hearings.Payment & Remittance:* Direct the end-to-end management of customer payment processing and remittance workflows across channels and jurisdictions.* Ensure accuracy, security, and compliance in all financial transactions in coordination with control, treasury, and IT teams.* Identify and implement opportunities to modernize payment channels and enhance the customer billing experience.* Travel required: approximately 20% across Avangrid service areas.**Required Qualifications:*** 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.* Excellent analytical, communication, and relationship management skills.**Preferred Qualifications:*** Management of global contact center operations across multiple contact center vendors with business transformation experience.#LI-On-Site#LI-JM1**Company:**AVANGRID SERVICE COMPANY**Información Movilidad**
Tenga en cuenta que cualquier solicitante que no sea ciudadano del país de la vacante estará sujeto al cumplimiento de los requisitos de inmigración aplicables para trabajar legalmente en ese país.
Las prácticas y políticas de empleo de AVANGRID están orientadas a la contratación de una plantilla diversa y al mantenimiento de una cultura inclusiva.
En AVANGRID ofrecemos oportunidades de empleo y promoción justas y equitativas a todos los empleados y candidatos independientemente de su raza, color, religión, nacionalidad, sexo, orientación sexual, edad, estado civil, discapacidad, condición de veterano protegido o cualquier otra condición protegida por la legislación federal, estatal o local. Obtenga más información sobre igualdad en el empleo en este enlace
Si usted es una persona con una discapacidad o un veterano discapacitado que no puede utilizar nuestra herramienta en línea para buscar o aplicar a un empleo, puede solicitar una adaptación razonable poniéndose en contacto con nuestro departamento de Recursos Humanos en el 203-499-2777 o en careers@avangrid.com #J-18808-Ljbffr
Estados Unidos, Massachusetts, Boston:
NY - Kirkwood - JACC:
ME - Augusta - General Office:
CT - Orange - 180 Marsh Hill Rd:
NY - Rochester - 3 City Ctrposted on:
Publicado hoyjob requisition id:
R-22772The base salary range for this position is dependent upon experience and location, ranging from:* $159,000 - $199,000 (Boston, MA)* $152,000 - $190,000 (Orange, CT)* $139,000 - $173,000 (Augusta, ME; Rochester, NY; Binghamton, NY)**Job Summary:**The Director of Customer Services Operations will lead critical functions across Avangrid Networks’ operating companies, ensuring seamless, efficient, and customer-centric operations. This role oversees Workforce Management, Contact Center Vendor Partnerships, and Payment Remittance activities across New York, Maine, Connecticut, and Massachusetts. The ideal candidate will bring deep operational expertise, strategic vision, and a passion for delivering consistent, high-quality service experiences in a regulated utility environment.**Key Responsibilities:**Workforce Management:* 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.* Monitor and analyze staffing models, forecast accuracy, scheduling efficiency, and real-time intraday performance.* Partner with analytics teams to ensure data-driven decisions and continuous improvement in resource utilization.Contact Center Vendor Management:* Oversee relationships with third-party customer service providers to ensure compliance with SLAs, quality standards, and regulatory requirements.* 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.* Ownership of the contact center external budget.* Lead the contact center vendor regulatory discussions to support rate case filings and hearings.Payment & Remittance:* Direct the end-to-end management of customer payment processing and remittance workflows across channels and jurisdictions.* Ensure accuracy, security, and compliance in all financial transactions in coordination with control, treasury, and IT teams.* Identify and implement opportunities to modernize payment channels and enhance the customer billing experience.* Travel required: approximately 20% across Avangrid service areas.**Required Qualifications:*** 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.* Excellent analytical, communication, and relationship management skills.**Preferred Qualifications:*** Management of global contact center operations across multiple contact center vendors with business transformation experience.#LI-On-Site#LI-JM1**Company:**AVANGRID SERVICE COMPANY**Información Movilidad**
Tenga en cuenta que cualquier solicitante que no sea ciudadano del país de la vacante estará sujeto al cumplimiento de los requisitos de inmigración aplicables para trabajar legalmente en ese país.
Las prácticas y políticas de empleo de AVANGRID están orientadas a la contratación de una plantilla diversa y al mantenimiento de una cultura inclusiva.
En AVANGRID ofrecemos oportunidades de empleo y promoción justas y equitativas a todos los empleados y candidatos independientemente de su raza, color, religión, nacionalidad, sexo, orientación sexual, edad, estado civil, discapacidad, condición de veterano protegido o cualquier otra condición protegida por la legislación federal, estatal o local. Obtenga más información sobre igualdad en el empleo en este enlace
Si usted es una persona con una discapacidad o un veterano discapacitado que no puede utilizar nuestra herramienta en línea para buscar o aplicar a un empleo, puede solicitar una adaptación razonable poniéndose en contacto con nuestro departamento de Recursos Humanos en el 203-499-2777 o en careers@avangrid.com #J-18808-Ljbffr