Establishes and manages Key Performance Indicators including Average Speed of Answer , Average Handle Time , First Call Resolution, customer satisfaction, walk-in wait times, service completion accuracy, and digital adoption.
Aligns messaging, workflows, and processes across phone, walk-in, billing, and customer programs to ensure accuracy, consistency, and regulatory compliance.
Monitors customer feedback systems to identify trends and implement improvements to enhance service quality.
Ensure proper cash-handling procedures, reconciliation processes, and facility safety practices at all in-person locations.
Oversees the training and competency development of walk-in staff in billing policies, HEFPA requirements, payment assistance programs, complaint resolution, and customer experience protocols.
Ensures compliance with PSC/DPS regulations, Home Energy Fair Practices Act, (HEFPA) customer rights policies, privacy standards, and all utility-specific rules.
Supports accurate and timely billing operations, customer transaction processing, and resolution of escalated billing disputes.
Oversees training and competency development to ensure employees maintain strong knowledge of billing policies, payment assistance programs, complaint resolution, and customer experience standards.
Required Qualifications:
Bachelor's degree in a related field and 8 years of progressive experience in customer service or customer operations leadership. An associates degree in a related field with 12 years of progressive experience may be accepted in lieu of bachelor's degree.
Experience leading multi-site operations, including in-person customer service centers, retail branches, or similar environments.
Strong understanding of PSC/DPS regulations, HEFPA, and utility customer protection policies.
Strong knowledge of Customer Relationship Management systems, and call center technologies.
Excellent communication, interpersonal, analytical, and decision-making skills.
Proven ability to lead teams, coach staff, manage performance, and drive operational efficiencies.
Requirements
Supervisory experience in utilities, energy delivery, or other highly regulated industries.
Experience implementing customer experience improvements across multi-channel operations.
Background in process improvement, Lean Six Sigma, or operational transformation initiatives.
#LI-OFFICE
#LI-JO1
Company:
ROCHESTER GAS & ELEC CORP
Mobility Information
Please note that any applicant who is not a citizen of the country of the vacancy will be subject to compliance with the applicable immigration requirements to legally work in that country.
At Avangrid we provide fair and equal employment and advancement opportunities for all employees and candidates regardless of race, color, religion, national origin, gender, sexu
Benefits
Competitive benefits and growth opportunitiesGenerous performance‑based bonuses12% 401(k) matchComprehensive health, dental, and vision insuranceTuition reimbursementProfessional development and clear career advancement pathwaysFor more information please visit: Benefits - AvangridJob SummaryHealth insuranceDental insuranceVision insurance401(k)Performance bonus
Additional Information
Manager - Customer Operations
Location: Rochester, NY
Reports to: Sr Director - Customer Service
Work Type: Office
The salary range for this position is based on experience level ranging from $116,000 to $145,000 plus up to 16% bonus
Iberdrola · New York, Rochester