Director, Customer Operations - NOVEC

Finding a rewarding career takes hard work, dedication and a company that gives you opportunities to excel and grow professionally. At NOVEC, we believe in supporting our employees, our community and providing great service to our customers. Ready to start your journey toward a rewarding career in the utility industry? Apply today!

Position Overview:

This position will be hybrid in Manassas, VA after completion of an initial on-site introductory period.

Relocation assistance is available.

The Director of Customer Operations sets direction and provides leadership to the customer facing functions including NOVEC's Contact Center, billing processes and systems, field operations, and all customer operations business analysis. Develops and executes plans that deliver clearly defined objectives. Prepares the customer operations teams for change (new technology, products, services, and processes). This role is critical for enhancing our customer engagement capabilities and ensuring delivery of exceptional customer experience and has ~5 direct reports with an overall scope of approximately 50 people.

Job Duties:

• 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.

Required Education and Experience:

• 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.

Preferred Skills and Experience:

• 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.

What We Offer

• 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

NOVEC is an equal opportunity employer and participates in E-Verify. We do not provide sponsorship for this position.