Supervisor, Customer Operations Support - Eversource

Role and Scope of Position:
Supervises the overall responsibilities of the Eversource Customer Operations Support group including emergency preparedness, emergency response coordination, design build process coordination, work management systems, customer operations policies and procedures, field administrative training, compliance, special projects, outdoor lighting business, account executive support services, community relations manager support services, customer operations leadership development program coordination, peer group support services and support for the strategy-to-action initiatives

Essential Functions: 

• Develops, maintains and supports emergency preparedness planning, including emergency response coordination for minor and major restoration efforts on a state-wide basis.  Also responsible for coordinating the training of personnel for the emergency response plan.
• Coordinates the overall implementation, maintenance and compliance with the design build process including development and maintenance of operating procedures for all ten sub-processes.
• Supports the development and maintenance of the three state work management systems to ensure they support and optimize the Eversource design build process.
• Coordinates, develops and maintains the customer operations policies and procedures data base, including those associated with the design build process.
• Supports and trains field personnel in customer operations policies and procedures.
• Tracks and reports on field compliance with company operating procedures.
• Oversees the company’s outdoor lighting business to ensure billing accuracy, lighting reliability, and implement opportunities to grow this segment of the business. 
• Provides support services unique to the account executive and community relations manager groups as needed.
• Coordinates the customer operations leadership development program.
• Provides support to customer operations peer group process that involves all functional areas of customer operations.
• Supports and provides facilitators to support the strategy-to-action initiatives throughout Eversource.
• Coordinates special projects within customer operations.

Technical Knowledge/Skill/Education/Licenses/Certifications:

Technical Knowledge/Skill: 

• Must be able to work in a team environment. 
• Demonstrated ability to work in stressful emergency situations, possess strong communication and interpersonal skills, problem solving, understanding of potential uses of computer technology, clear understanding of customer operations and the design build process, ability to guide people through periods of change, patience and creativity. 
• Proficiency with PC tools and mainframe computer applications is desirable. 

Education:      

    Bachelor’s degree in engineering, business, finance, related discipline or the equivalent experience

Experience:      

• Minimum of five (5) years of related experience in customer operations or a related field is required                

Licenses & Certifications:  

• Must hold a valid motor vehicle operator’s license

Compensation and Benefits:

• Eversource offers a competitive total rewards program.  The annual salary range for this position is $114,750.00 to $127,500.00, plus incentive. Salary is commensurate with your experience.  Check out the career site for an overview of benefits.

Working Conditions:

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

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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.