Director Field & Measurement Operations

Director Field & Measurement Operations

Lead customer care field and measurement organization in processes of Meter Reading, Field collections, the meter life cycle process, and operational support, with budget of $36M. Lead, develop, plan, organize and implementation of current and future strategies to accomplish key meter-to-cash processes while delivering superior customer experiences. Responsible for directing a 400+ hundred-employee organization that accomplishes meter reading of 4.3 million meters, 99.8% actual AMI reads, 47 million meters read, and collection of over $60 million in field payments from customers while achieving operational and financial targets for meter reading and collection effectiveness. Maintain and implement field & metering collections strategy in the field, ensuring safe policies are in place to ensure the safety and well-being of field employees as well as customers. This position is responsible for setting the meter life cycle strategy, including determining meter requirements, inventory management strategy, performance analysis, regulatory compliance and reporting.

Responsibilities include :

• Directing an organization that accomplishes monthly meter reading of 4.3 million meters.
• Responsible for potential impact on customer satisfaction through the various daily contacts.
• Beyond collections of payments, the field team is responsible for supporting set up of Deferred Payment Arrangements and applications for unknown accounts, medical extensions, etc; These activities support the revenue cycle process and contribute to reduction in Accounts Receivable.
• Responsible for impact on customer satisfaction through daily contacts.
• Responsible for manual meter readings and field investigations across PSE&G territory, as well as using data to streamline meter reading routes for greater efficiency.
• Aligning and supporting collections strategy, ensuring that collections process and system changes are conducted with operational considerations in mind.
• Lead and organize the workflow systems and activities across various departments to increase cash flow, protect revenue and maximize employee productivity while optimizing the quality of service to PSE&G customers; This includes implementing credit and collections policies to ensure the financial risk is minimized, balancing any adverse impact to overall customer satisfaction.
• Ensure team meets / exceeds operational metrics, inclusive of key performance indicators that are on the Utility / Customer Care Scorecards (i.e. % Meters Read, AMI Meters Installed, Accounts Receivable Meters, Bad Debt).
• Ensure KPIs are met across the organization beyond scorecard metrics.
• Manage and support internal and external relationships, including vendor relationships, Electric Operations, Gas Operations, Billing, Settlement, BCS, SMOC / RID, and Asset Management.
• Provide leadership and oversight of associates managing the system performance, regulatory reporting, meter inventory management.
• Responsible for resolving highly complex and visible customer and service issues, such the medical emergency process, collections issues, and safety incident reporting / analysis.
• Responsible for coordinating activities in response to operational emergencies such as outages including standing up Customer Support Centers in impacted areas, supporting the local public onsite, as well as pinging meters utilizing AMI online system.
• Provide organizational leadership creating a workplace that is conducive to positive behaviors and supportive of diversity and inclusion.
• Develop, empower and mentor next level leaders to enable a workforce that allows PSE&G continuous improvement, growth and supports the needs of its customers.
• Lead a high-performing team of integrators who are committed to collaborating and partnering across business units to accomplish goals, driving positive outcomes with teams outside of the direct organization.

Job specific qualifications include :

Desired : Advanced degree