Title:  Manager Customer Operations

Supplemental Questions

We recommend you prepare your responses to the following prompts in advance as you will be required to submit a response during the application process.  (Please note there will be a character limit of 1500 for each.)

• Explain your experience with delivering training to operational teams. How do you ensure training is effective and leads to measurable improvements in employee and customer experience?
• Describe how you build and maintain strong working relationships with cross-functional teams to support business intelligence and operational goals.

Purpose

To provide supervision of staff, expertise and leadership in the development, maintenance and day-to-day operations of the Customer Operations business segment. To manage, supervise, and direct Billing, Credit/ Collection and Call Center functions, information and processes to ensure that Customer Operations is in line with SMUD’s  strategic objectives and complies with applicable SMUD, state and local personnel, billing, credit and collection laws, rules and regulations;  provide all necessary customer and customer operations data to facilitate relevant management decision-making to meet SMUD guidelines and legal standards that operational and revenue collections policies support.

Nature and Scope

Plans, coordinates, prioritizes, monitors and reviews the work results in assigned area; assists in selecting, training, motivating, evaluating and developing subordinate personnel and ensures safe work practices, work quality, accuracy, sufficient workforce resources, as well as compliance with applicable rules, regulations, policies and procedures and in alignment with and in support of Customer Experience Excellence; assists in the development, implementation and managing of department goals, objectives, policies and priorities in partnership with the department Manager; ensures that department strategic objectives and priorities are achieved and coordinated with other departments.

Duties and Responsibilities

• Provides leadership and accountability while directing the work of subordinates for SMUD’s Billing, Credit and Collection and Call Center processes through operational staff; reviews and implements SMUD and/or department goals and changes; compiles and interprets statistical information associated with customer operations to ensure customer satisfaction, retention and to minimize financial exposure and risk to SMUD; recommends modifications to operating policies; oversees and evaluates work through subordinate supervisors or experienced lead employees who exercise independence in their assignments; hiring, firing, training, coaching, mentoring and developing subordinates; advising units on tasks and operations as required to solve complex problems; ensuring staff safety and prevention of personal injury and equipment loss; and acting to ensure project and operational schedules and budgets are met.
• Implements performance and productivity measures and ensures that performance metrics are met; evaluates and oversees staffing levels, credit and deposit inquiries, rate and program applications; manages, analyzes and updates, collection and disconnection processing, and electronic payment methods; and manages vendor contracts associated with call center, billing, and credit/collection processing.
• Supervises SMUDs Call Center, Billing and Credit/Collection functions by evaluating the effectiveness of current customer service practices; research, analyze and compile information from customers, public and private agencies and other utilities to determine best practices; designing, planning and/or implementing procedural or system changes to enhance processes and/or comply with SMUD or regulatory changes; performing analysis, conducting studies, producing reports and reporting to senior management or the Board; initiating internal, intra-departmental and inter-departmental technology and system revisions to improve productivity; developing and maintaining sub-process performance measurements; automating manual processes; training staff on policies and procedures; and enhancing customer operations.
• Supervises the formulation, revision and implementation of policies and procedures for customer operations through coordination with department manager; works with Legal, LAFCO, city, county, state, and community agencies to facilitate requests for tax jurisdiction changes; responsible for compliance with SMUD and/or regulatory changes; serves as a subject matter expert for call center operations, billing and credit/collection processes with Legal and other business units; interacts with Customer Retail Strategy in support of SMUD goals; works with technology analysts to facilitate and provide input and support for system enhancements, conversions and upgrades.
• Develops and administers area budget by monitoring unit budget expenditures against plan; identifies and reconciles budget anomalies; monitors and revises schedules, expenditures and assignments when warranted; reviews end-of-year budget results; provides detail level review, validations and recommends corrective actions to ensure fiscal integrity of WBS elements; develops unit budget recommendations for the next fiscal year; participates in the review of preliminary department budget recommendations; identifies and implements cost reduction or savings strategies.

Additional Duties and Responsibilities

• Directs the assessment of evaluating customer’s needs, customer experience and quality and provides effective and creative call center, billing and credit/collections process solutions to support electricity sales, products and services; assists with the development of industry best practices benchmarking and analysis of customer/process requirements and performance analysis; interprets and communicates industry patterns and trends; initiates internal, intra-departmental and inter-departmental technology and system revisions to improve measurements; automates manual processes; in partnership with other customer operations; recognizes and identifies system productions issues and recommends appropriate solutions; assumes beginning to end accountability for Call Center, Bill and Credit/Collection processes; and explores new opportunities that provide solutions to customer issues and potential savings or revenues to SMUD.
• Responds to high level customer concerns referred from executive management, the Board of Directors, state, city, county and local agencies by exhibiting strong customer relations skills and knowledge of SMUD policies on services, rates, rules, and regulations.
• Develops business plans with department manager that support customer operations and SMUD goals by identifying strategies and short- and long-term objectives; overseeing coordination of work process structure and design; develops metrics to maximize productivity, efficiency, cost effectiveness; and supports the strategies and objectives with resource planning and budget formulation.
• Assists in overseeing internal/external department projects by identifying project objectives; identifying internal/external project team; developing Request for Proposals where applicable; negotiating contract terms; developing project plans including schedule, cost, key work products and milestones; monitoring project progress and completion against plan/contract; revising schedules, scope, expenditures and assignments as warranted; reviewing work products; resolving conflicts and discrepancies; maintaining project records and files; participating in the overall review of the completed project results; and making recommendations for next steps.
• Designs, monitors and assesses the performance of work unit processes by overseeing staff in conducting documentation, reviews and studies of internal work processes on a continuing basis; provides forums for staff to share data and learn ideas on process and performance improvements; provides performance measurement linkage of process steps to efficiency and cost control and achievement of short and long-term project and business and annual operations plans; implements necessary process changes and related staff training to address process and performance issues and provides continuous process improvement; and provides timely performance coaching and management for the sub-segment workforce.
• Provides meaningful reports of work unit performance and efficiency of processes for department and SMUD management review.
• Performs related duties as required.

Required Education

• Bachelor’s degree from an accredited college or university majoring in Business Administration, Public Administration, Finance, Accounting Economics, Customer Relations or a related field or equivalent work experience.  If no degree, a minimum of eleven (11) years of relevant experience is required.

Required Experience Qualifications

• Seven (7+) or more years of progressively responsible experience in customer service related activities with emphasis on customer service, billing, or credit/collections, credit risk assessment and analysis, programs and system administration, preferably in the electric utility industry, and a minimum of three (3) years in a supervisory or lead role.

Knowledge Of

Safety policies, practices and procedures; standard operating procedures for modern office equipment including a computer and applicable software; English grammar, punctuation and vocabulary standards; company policies, procedures, applicable MOUs and other special agreements; methods and techniques for training staff; policies and procedures for evaluating and recording performance results; policies and procedures for recruiting, screening and hiring; methods and techniques for report preparation and writing; methods and techniques for record keeping; principles and practices for delegating, prioritizing, assigning and reviewing work assignments; principles and practices for taking disciplinary action; principles of complex mathematics, algebra, and geometry; principles of statistics; techniques and practices for problem research and resolution; techniques and practices related to negotiations and compromise; methods and techniques for planning, organizing, directing and controlling work activities; principles and practices for business strategic planning and development; techniques and concepts related to team management; characteristics and operational needs of productivity and customer service function; procedures and practices for overseeing contractors/consultants work activities; procedures and practices for budget management; relevant automated systems; concepts of data analytics, revenue protection principles, procedures and practices related to electricity rates and electric service requirements; principles of reading and interpreting meter data; procedures and practice related to customer service, billing and credit/collection services; principals of customer service, billing and credit/collection information systems, SMUD policies and procedures related to rates, rules and regulations; methods and techniques for managing a call center, billing and credit/collections; trends in customer operations.

Skills To

Utilize a personal computer and/or computer terminal, systems and software relevant to the job; communicate effectively orally and in writing internally/externally; establish and maintain effective working relationships internally/externally; coordinate the work of the function or unit with other SMUD entities; coach, mentor, motivate, influence, challenge and develop subordinate staff; initiate, maintain and oversee adherence to safety policies and procedures; interpret and apply SMUD policies procedures, applicable MOU and/or other special agreements; plan, apply applicable personnel, billing and credit laws, codes and regulations; organize, direct, control, and review the work of others; prepare and take disciplinary actions, including terminating staff; prepare performance plans and evaluations for staff; identify and assess training needs for staff; develop and implement new and revised policies and procedures to provide for the effective operation of the area of responsibility; direct on-the-job training activities; compile and prepare technical, statistical and/or analytical reports and presentations; negotiate with external representatives on behalf of SMUD; serve as reference person for other employees; explain complex and/or controversial policies, regulations, procedures and/or activities internally/externally; respond to and resolve customer issues, concerns and needs; analyze procedures/systems and develop/implement operational improvements; analyze complex issues and develop/implement resolution alternatives; apply applicable laws, codes and regulations; appraise situations and people accurately and adopt an effective course of action; interpret, analyze and apply pertinent policies, procedures, regulations and requirements; schedule and prioritize own work assignments to meet expected timeframes.

Desirable Qualifications

• Knowledge of Agile Project Management principles, enhancement review and backlog prioritization.
• Knowledge of LEAN and KAIZEN methodologies.
• Knowledge of SMUD processes and system tools.
• Training credentials, such as certifications in Training and Development, Instructional Design, or related fields.
• Experience managing or supporting a Tier 1 customer support team, with a strong understanding of front-line customer service operations and escalation protocols.
• Technical background with hands-on experience in customer support technologies, CRM systems, or business intelligence tools that support customer operations.
• Demonstrated ability to develop and deliver effective training programs that enhance team performance and customer experience.
• Excellent communication skills and experience building collaborative working relationships across departments.

Physical Requirements