Director, Customer Operations

Northern Virginia Electric Cooperative - Manassas, VA

Full-time - Senior

Manassas, VA

Utilities

About the position

The Director of Customer Operations at NOVEC is responsible for leading customer-facing functions, including the Contact Center, billing processes, and field operations. This role involves developing and executing strategic plans to enhance customer engagement and ensure exceptional service delivery. The position requires strong leadership skills to manage a team of approximately 50 employees, including 5 direct reports, and to drive organizational change in response to evolving customer expectations.

Responsibilities

• Provides leadership and oversight for customer operations employees and provides direction to Managers and Business Analysts.
• Creates a coaching culture that drives employee engagement, performance and meets objectives.
• Develops roadmaps for Customer Operations in support of the greater strategy.
• Drives organizational change to support growth and meet ever-changing customer expectations.
• Builds relationships and collaborates across multiple levels and functions to break down silos and deliver positive and effective customer experiences.
• Uses data and insights to determine areas of improvement and data-driven business cases.
• Drives continuous improvements and learning to ensure strategic objectives are achieved.
• Develop plans and execute CIS functionalities, user experience, and system performance.
• Supports the regulatory process by ensuring operations are within compliance and participates in regulatory working groups.
• Builds relationships with Human Resources, IT, Regulatory, Finance and Accounting, Communications, Operations, Power Supply, Engineering, and Legal to gather feedback, solve problems, and deliver results.
• Provides oversight and direction for projects that drive improvement.
• Plans workforce requirements and manages talent and succession.
• Partners with training to develop training programs that drive consistent experiences and continuous improvement.
• Provides oversight for Voice of the Customer and Quality programs.
• Develops presentations and presents to senior leaders.
• Oversees an operational budget of $8M.

Requirements

• Bachelor's degree in business or related field.
• Minimum 10 years of progressive management experience in customer organizations with at least 5 years of Manager level experience.
• Must have 5+ years of experience with contact center technologies (call manager, workforce, quality, and training) and trends, including integrations with other enterprise applications.
• Experience leading teams in a utility, including meter to cash process, metrics, and driving improvements, specifically billing.
• Experience developing and implementing customer experience improvements.
• Demonstrated ability to build teams and start-up new functions.
• Demonstrated ability to drive balanced results, customer satisfaction, employee satisfaction, financial, and regulatory.
• Experience driving improvements in digital and self-service solutions.
• Demonstrated ability to build relationships and collaborate across all levels to drive results.
• Ability to drive an engaged and customer-focused culture.
• Experience developing presentations and presenting to executives.
• Experience analyzing data, drawing insights, and creating business cases.
• Experience leading organizational change.
• Must be able to work extended hours and support outage response.

Nice-to-haves

• Master's degree in business administration or related field.
• Experience implementing and managing second-line controls for utility meter-to-cash.
• Experience leading in a union environment.
• Certification in organizational change management.
• Minimum of 3 years Director level experience is greatly preferred.

Benefits

• Competitive salary and Incentive plan
• Premier health benefits, including an onsite wellness center.
• Survivor and Disability benefits
• 401(k) retirement plan with a 4% base salary match and an additional match of your contribution at a rate of 50% up to the first 12%
• Life insurance
• Vacation, Sick and Holiday Leave
• Educational Assistance
• Annual Company Events