Manager - Customer Operations

Responsibilities

• Provide operational and strategic leadership for the Customer Relations Call Center and all Walk-In Customer Service Centers
• Establish and manage Key Performance Indicators including Average Speed of Answer, First Call Resolution, and customer satisfaction
• Align messaging and workflows across phone, walk-in, and digital channels to ensure regulatory compliance
• Oversee staffing, scheduling, performance management, and training for customer-facing teams
• Ensure compliance with PSC/DPS regulations, HEFPA requirements, and privacy standards
• Manage cash-handling procedures, reconciliation processes, and facility safety protocols
• Serve in a key operational role during storm events and emergencies to coordinate customer support and service restoration

Requirements

• Bachelor's degree in a related field and 8 years of progressive customer service or operations leadership experience (or an Associate's degree with 12 years of experience)
• Experience leading multi-site operations, such as retail branches or in-person service centers
• Strong understanding of PSC/DPS regulations, HEFPA, and utility customer protection policies
• Proficiency with Customer Relationship Management (CRM) systems and call center technologies
• Proven ability to lead teams, coach staff, and drive operational efficiencies

Preferred Qualifications

• Supervisory experience within the utilities or energy delivery sectors
• Experience implementing customer experience improvements across multi-channel operations
• Background in process improvement, Lean Six Sigma, or operational transformation

Benefits

• Competitive salary range of $116,000 to $145,000 plus up to 16% bonus
• 12% 401(k) match
• Comprehensive health, dental, and vision insurance
• Tuition reimbursement and professional development opportunities

About the Company

ROCHESTER GAS & ELEC CORP is part of Avangrid, a leading energy company in the United States. Avangrid works to meet the growing demand for energy through service, innovation, and continued investment in grid infrastructure and energy generation.