Mgr, Customer Care Center

Job Summary

The Customer Care Manager provides strategic leadership and operational oversight for two Customer Care Centers supporting three Local Distribution Companies (Atlanta Gas Light, Chattanooga Gas, and Virginia Natural Gas). This role manages approximately 200 employees across two locations (Riverdale, GA and Virginia Beach, VA) and is accountable for an annual operating budget of $8–10M. The successful candidate will drive operational excellence, implement strategies, and ensure compliance with regulatory and labor requirements while fostering a culture of engagement and continuous improvement.

 

Key Responsibilities

Operational Leadership

• Direct day-to-day operations for two Customer Care Centers handling over 2 million customer interactions annually across multiple channels (phone, email, mail, IVR, and digital platforms).
• Ensure compliance with federal, state, and local regulations, as well as company policies and service level agreements.
• Maintain strong regulatory relationships and deliver on key performance indicators.

Strategic Execution

• Develop and implement strategies to improve customer experience, first-call resolution, and operational efficiency.
• Lead cross-functional projects and collaborate with vendors and internal stakeholders to achieve business objectives.
• Drive continuous improvement initiatives focused on safety, service quality, and cost optimization.

Labor Relations & Workforce Management

• Partner with HR, Labor, Legal, and IBEW Local Union 1997 representatives to administer collective bargaining agreements effectively.
• Optimize workforce planning, staffing, and scheduling to meet budgetary and service goals.
• Manage overtime and expenses within established financial targets.

Employee Engagement & Leadership

• Inspire and empower teams through clear communication, coaching, and recognition.
• Foster a culture of collaboration, learning, and accountability.
• Lead operational managers and supervisors to achieve performance excellence.

 

Qualifications

Education

• Required: Bachelor’s degree in business, Economics, Technology, or related field (or equivalent experience).
• Preferred: MBA or advanced degree.

Experience

• Required: 5–7 years of progressive leadership experience in customer care or operations within utilities or similar industries.
• Preferred: Proven success managing large teams (75+ employees) and delivering measurable results.

Skills & Competencies

• Strong understanding of contact center technologies, workforce management, and performance analytics.
• Demonstrated ability to lead process improvement and implement strategic initiatives.
• Excellent communication, coaching, and conflict resolution skills.
• Preferred: Experience in unionized environments is highly valued but not required; familiarity with labor relations is a plus.

Technical Proficiency

• Required: MS Word, MS Excel, MST Platform (intermediate level), presentation skills, and gap analysis.
• Preferred: Project management and organizational development knowledge.

 

Working Conditions

• Primary Location: Riverdale, GA.
• Travel: 10–30% (including site visits, conferences, and meetings).

Disclaimer:

This information describes the general nature and level of work performed by employees in this job.  The description is not designed to be a comprehensive inventory of duties, responsibilities and qualifications required in the job.  Reasonable accommodations may be made to qualified disabled individuals for performance of essential duties and responsibilities. 

About Southern Company Gas
Southern Company Gas is a wholly owned subsidiary of Atlanta-based Southern Company (NYSE:SO), America’s premier energy company. Southern Company Gas serves approximately 4.2 million natural gas utility customers through its regulated distribution companies in four states and approximately 600,000 retail customers through its companies that market natural gas. Other nonutility businesses include investments in interstate pipelines and ownership and operation of natural gas storage facilities. For more information, visit