Director of Customer Care, Revenue Operations, Technical Solutions

Our client, established in 1859 and headquartered in Delaware, is a rapidly growing utility company with offices in seven states. The company’s leadership is recognized for its keen business acumen, disciplined yet innovative approach, strong corporate citizenship and relentless care of its employees and customers.

 

T.H. Easter Consulting has been retained to find the company’s next Director of Customer Care – Revenue Operations and Technical Solutions.  This position is responsible for setting direction and leading the overall operational customer care back-office functions and technology solutions for the natural gas distribution business unit on the natural gas distribution, electric distribution and propane operations. The primary functions include: 1) Customer Billing and Accounting;  2) Payment Processing; 3) Credit and Collections; and 4) Technology Solutions.  These functions are subject to audit procedures, policies and guidelines as established by the Company, the respective Public Service Commissions and other applicable related agencies and parties.

 Responsibilities:

 

·         Provides leadership, vision and direction to the various operational and administrative departments within the defined customer care back-office and technical solutions functions in Delaware, Maryland and Florida.

·         Develops and presents strategies and plans that drive performance in the back-office and technical solutions areas.  Contributes to the overall Customer Care strategic plan.

·         Provides coaching and development to leadership in support of the goals and objectives of the respective Business Units as well as supporting the corporation's overall vision and mission.

·         Responsible for ensuring that effective cost management and measurement practices are being utilized in order to maintain and enhance department functions, Business Unit goals, and operations.

·         Responsible for the oversight and ensuring technical solutions are designed and implemented in accordance with regulatory, business, and operational objectives.  

·         Plans and manages operating and capital budgets to include overall staffing assessments and recommendations. Establishes and maintains relationships with Accounting and Finance to ensure accurate and timely budget planning and tracking. 

·         Collaborates with Business Unit partners, operational partners, support partners and across departments to ensure Business Unit goals and objectives are achieved.

 

·         Provides direction and management oversight of the Bill Edit/Exception review, billing, and billing cycle close process and ensuring that our customers are billed accurately and in a timely manner.  Ensures monthly close process is timely and accurate, that billing performance targets are achieved and regulatory requirements are met.

·         Provides oversight for the change management, change control, project management, and testing of technical and regulatory projects.

·         Provides guidance and direction for work management, prioritization of projects, and initiatives for on-time and quality delivery. 

·         Maintains strategic relationships and regularly collaborates with IT and Business Units to assist in prioritizing system work and alignment of objectives.

·         Establishes governance for and provides oversight for the business requirements, vendor management, and supply chain processes. 

·         Provides direction and management oversight of Credit and Collections and the disconnection processes ensuring all customers are treated fairly and that practices are in compliance with the respective Public Service Commission jurisdictions while protecting the company's assets.  Ensures collection performance targets are achieved.

·         Provides direction and management oversight of the Payment Processing function in providing quality customer care by ensuring all customer payment types are processed efficiently and in a timely manner in the respective billing systems. Ensures payment processing performance targets are achieved.

·         Ensures timely and accurate accounting and operational reporting to the Business Units supported.

 

 

Additional Responsibilities:

·         Demonstrates and promotes the Corporate Service Excellence and Company values.

·         Promotes and stresses the importance of understanding and addressing our customer's needs, concerns, and expectations in a professional and courteous manner.

·         Supports the regulatory departments with regulatory filings and data requests as necessary.

·         Responsible for the integration of Customer Care - Revenue Operations and Technical Solutions functions as they relate to future acquisitions.

      ·         Ensures business continuity plans are in place.

·         Works extended hours as required during emergencies.

·         Travels inside and outside of the service territory.

 

 Knowledge and Skill Requirements:

·         Bachelor's degree in Accounting, Finance, IT or Engineering is required plus experience in leading Regulatory, Revenue Operations and/or IT.

·         Ten or more years leading teams in a face paced, dynamic and changing environment.

·         Experience leading accounting, technical, or billing teams in a regulated utility environment.

·         Working knowledge of the policies, procedures, and regulations established by gas and electric utilities, experience responding to and preparing testimony to regulators, including Public Service Commissions.

·         Knowledge of Generally/Internationally Accepted Accounting Principles.

·         Ability to exercise sound business judgment and decision making processes.

·         Experience developing operational or technical strategies.

·         Experience leading complex/technical projects and implementing business improvements.

·         Experience building relationships and collaborating across departments and multiple levels.

·         Strong computer skills, including MS PowerPoint, Excel, Word, and databases.