Director, Electric Service Support

Responsible for directing and managing all activities of the Electric Service Support (ESS). This role ensures efficient and effective coordination of customer service issues between the Company and customers desiring new and upgraded electric service . The role also requires Company representation with both internal and external regulatory groups.

Essential Functions: 

• Develops and implements the strategic plan for the department which addresses achieving target customer service levels and  New Customer tariff goals.
• Leverage ESS resources, where applicable from three states in order to address work volume.
• Works cross functionally to ensure SLAs are met (and eventually reduced), as well as prioritization of work to meet customer’s real need dates.
• Works cross functionally to develop commonality of ESS  processes between states.
• Establishes relationships within PURA, DPU, and the PUC in order to for Eversource to lead  New Customer policy.
• Develops the business plan and budget for the ESS. .
• Directs and manages web portal and other business customer internet services.

Technical Knowledge/Skill/Education/Licenses/Certifications:

Technical Knowledge/Skill: 

• Requires technical knowledge of electric distribution systems.
• Extensive knowledge of Company mission, organization, functional areas and resources, business policies and strategies, Codes of Conduct and Business Ethics.
• Excellent communication (verbal and written), strong interpersonal and management skills, and strong business acumen.
• Ability to use PC desktop applications (e.g., Microsoft Word, Excel, PowerPoint and email).

Education:

Requires a Bachelor’s Degree in Business, Engineering, Marketing, related discipline or equivalent experience.    Master’s Degree preferred.

              

Experience:

 Minimum of twelve (12) years business, technical and project management experience.        

Licenses & Certifications:  

None

Working Conditions:

• Must be available to work emergency restoration assignment as required.
• Must be available to travel between MA/CT/NH as necessary.

Mental Aspects:

• Work is customer facing and requires ability to effectively respond to highly escalated customer situations in a timely manner.
• Work includes analyzing, planning, organizing, evaluating, prioritizing, and documenting. 
• This role works in an environment that often requires the performance of multiple simultaneous activities, where deadlines need to be met and work is performed under pressure while involving significant business commitments and driving results.

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Worker Type:

Regular

Number of Openings:

1

EEO Statement

Eversource Energy is an Equal Opportunity and Affirmative Action Employer.  All qualified applicants will receive consideration for employment without regard to age, race, color, sex, sexual orientation, gender identity, national origin, religion, disability status, or protected veteran status.

VEVRRA Federal Contractor

Emergency Response:

Responding to emergency situations to meet customers’ needs is part of every employee’s role. If employed, you will be given an Emergency Restoration assignment.  This means you may be called to assist during an emergency outside of your normal responsibilities, work hours and location.