Director of Customer Operations

Company Description

Veolia in North America is the top-ranked environmental company in the United States for three consecutive years, and the country’s largest private water operator and technology provider as well as hazardous waste and pollution treatment leader. It offers a full spectrum of water, waste, and energy management services, including water and wastewater treatment, commercial and hazardous waste collection and disposal, energy consulting and resource recovery. Veolia helps commercial, industrial, healthcare, higher education and municipality customers throughout North America. Headquartered in Boston, Veolia has more than 10,000 employees working at more than 350 locations across North America.

Job Description

Position Purpose:

The Director of Customer Operations will support Veolia’s customer experience vision by providing leadership and direction for the Customer Operations team for the Mid-Atlantic region of the regulated utility division. The incumbent will provide leadership, guidance and subject matter expertise to effectively and efficiently deliver exceptional customer service with a focus on continuous improvement, identifying and implementing operational efficiencies and defining and delivering on SLAs. Direct management of customer service representatives who support customer service, contact center, billing, payments and collections activities in the Delaware regulated utility. Direct management of the Manager of Customer Operations who supports the Pennsylvania regulated utility. The successful Director will continually engage in leading and inspiring internal and external teams in developing and sharing best practices.

Primary Duties/Responsibilities:

• Promote and maintain a culture of safety first and ensure compliance with established safe working practices.
• Execute long-term strategies to enhance the customer experience and drive business performance while promoting Veolia as the water company of choice.
• Establish operational KPIs and measure results and impact.
• Oversee customer response systems, ensuring that best practices are identified and communicated, and technologies are deployed and used consistently to maximize performance in relation to customers.
• Provide coaching, guidance, and monitoring to ensure the teams are meeting performance targets and organizational objectives for key results.
• Enforce policies, procedures and controls that ensure regulatory and contract compliance; revenue integrity and support the consistent delivery of exemplary service to customers.
• Manage controls and reporting system that gathers and presents tangible and actionable data to support target attainment, financial control, billing integrity, cash flow optimization and exemplary customer experience.
• Establish effective performance measurement and feedback channels for all employees under purview demonstrating an understanding of development needs and acknowledging key strengths.
• Performs complex related analyses including but not limited to payments, aged receivable and collections activities.
• Establish and maintain performance metrics to include operational and financial performance and reporting.
• Work cross-functionally with other teams such as corporate accounting, finance and operations to ensure timely and accurate billing, payment and collections processes.
• Actively and consistently supports all efforts to simplify and enhance the employee and customer experience.

Qualifications

Education/Experience/Background:

• Bachelor’s Degree or 15+ years of experience of experience managing a team.
• Minimum of 10 years of experience in Call Center Management and/or billing, collections and metering operations preferably in Regulated Utility.

Knowledge/Skills/Abilities:

• Project Management experience in relation to system development and implementation.
• Demonstrated ability to deal with customers, clients and regulators in a courteous, professional and diplomatic manner.
• Significant technical expertise and experience required as it relates to internal control structure, policies, procedures and Sarbanes Oxley (SOX) compliance.
• Direct supervision of union workforce.
• Knowledge of cash management operations.

Additional Information

Benefits: Veolia’s comprehensive benefits package includes paid time off policies, as well as health, dental, vision, life insurance, savings accounts, tuition reimbursement, paid volunteering and more. In addition, employees are also entitled to participate in an employer sponsored 401(k) plan, to save for retirement.

We are an Equal Opportunity Employer! All qualified applicants will receive consideration for employment without regard to ra