MAJOR ROLES AND RESPONSIBILITIES (Scope of work - range of responsibilities):
Supervise and provide guidance to functional groups within the CLM Delivery team to maximize delivery effectiveness for the benefit of customers and shareholders
Establish, maintain and leverage high level relationships with outside parties who influence CLM programs and services. (EEB, NYSERTA, PUCs, Legislature, NEEP, etc.)
Administer agreements with vendors, contractors and trade allies as needed to support CLM and technical service areas.
Work closely with Customer Communications to develop appropriate CLM marketing to improve delivery and success of product and service offerings.
Provide supervision, coaching, counseling and performance feedback to team members. Handle routine personnel issues. Contribute to establishing and maintaining a work environment that is customer- focused, recognizes achievement, rewards high performance, and promotes opportunity.
Support and initiate training efforts to help strengthen employees skills and knowledge to help advance their careers, strengthen the organization and contribute to Avangrids goal attainment.
Identify and implement streamlining and improvements to achieve maximum results. Monitor results and direct appropriate modifications in process design and procedures to keep goals on target.
Assist Level 3 manager to define, measure and improve Customer satisfaction levels through CLM product offerings.
Implement strategies to promote CLM program offerings through trade shows, community activities and events and personal contacts. Maintain familiarity with other processes to identify products and services that enhance cross-selling opportunities.
Ensure that all activities and processes are in compliance with Sarbanes Oxley, Avangrid's business code of conduct, Rules of Employment and all other pertinent company policies.
Assist in the establishment of resource requirements, implementation of technology, goals, objectives required to promote a clear direction and improve efficiency / reliability of processes.
Collaborate with regulators, and other internal stakeholders to implement system changes to meet compliance initiatives and changing customer and market expectations. Support and advocate on behalf of the Company through testimony and discovery processes.
- Develop Self & Others
- Empower to grow
- Collaborate & Share
- Be a role model
- Focus to achieve results
- Be agile
Responsible for supervising one of the various groups within the Delivery of CLM Programs and Products team - Residential Energy Services, C& I Energy Services, or Technical Support Services. Optimize
the delivery of CLM products, programs, and services to exceed goals, and maximize customer and shareholder value. Supervises the day-to-day operation of the CLM team which may include budgeting, regulatory approvals, technical and engineering support, project management, program performance and metrics.
Provide leadership and guidance to the Delivery of Conservation & Load Management team. Responsibilities include coordination of work efforts, accountability for performance targets for the group and supervision. Collaborate with functional business groups to understand and define business requirements, identifying solutions and coordinating the implementation of the solution. Number of direct reports will range from approximately 8 to 15 with an overall team of nearly 40 FTEs.
Position may be responsible for these functions for every individual Operating Company at an Avangrid Networks level.
Position reports to and will be accountable to the Level 3 Manager of Delivery of CLM Programs and Products position.
Coordinate and provide effective identification, communication, prioritization, justification and documentation in the resolution of issues and projects, within the end-to-end sales process incorporating functions within Customer Service, Engineering, Operations, IT, Legal, and other internal and external Strategic Business Partners.
Education & Experience Required:
Bachelors Degree with a minimum of 4 years relevant experience preferred.
Associates Degree with a minimum of 7 years relevant experience required.
Proficient in Microsoft Excel, Word, and Power Point applications is required
Experience with Salesforce, SAP CRM, and/or other sales tracking Systems.
Experience with Customer Service business processes.
Experience directing or managing a large group of employees
Proficient in Microsoft Excel, Word, and Power Point applications
The position requires leadership skills, analytical thought processes and the ability to work well with other groups within Customer Service, Gas Operations, Legal, Regulatory, and Engineering.
Partner and interact with Regulators, Municipal Leaders, and other policy makers as required
Knowledge of Gas and Electric Rates
Ability to balance the administration of budgets, staffing needs, and performance management goals and objectives.
Strong analytical, interpersonal, verbal and written communication skills.
AVANGRID employees may be assigned a system emergency role and in the event of a system emergency, may be required to work outside of their regular schedule/job duties.