Manager-Customer Service Analytics & Quality Control
At Dominion Energy we love our jobs. That's right. Love. Every day we go to work filled with passion to be excellent, to creatively problem solve and to innovate. These are exciting days for energy companies, and Dominion Energy aims to shape the future of energy in America. We are looking at all of our work with fresh eyes, retooling everything we do, in every part of the company, to operate more sustainably and to deliver energy more reliably than ever. We are looking for interesting, independent thinkers and doers who can help shape the culture of a forward-looking company that's proud of its rich legacy. Are you a change agent? Do you think differently? Do you want to fall in love with your job? If you answered -yes,- then read on!
At this time, Dominion Energy cannot transfer nor sponsor a work visa for this position.
This position does not offer relocation assistance.
Job Summary
Strategically manages advanced data solutions and informs Customer Experience strategy to ensure:
Initiatives that improve efficiency and decrease risk are identified, developed, and implemented;
Automation strategy is appropriately and responsibly applied in Customer Service Organization (CSO);
Best practices within the industry and among DE departments are shared and utilized;
Effective Data Governance strategy is utilized across CSO.
Strategically manages billing validation and compliance functions to ensure:
Adherence to regulatory requirements and Commission approved rate changes;
Effective management, validation, implementation, and communication of billing system changes;
Critical billing controls such as Test Bill and Financial Controls are in place and working effectively;
Bill validation & tariff calculation support;
Sarbanes-Oxley (SOX) compliance and related external and internal auditing requirements.
This role is responsible for managing process improvement and automation initiatives for CSO as well as billing controls and regulatory and Sarbanes-Oxley compliance initiatives.
Strategically leads stakeholders to identify, manage, and prioritize appropriate improvements of controls, high risk tasks, highly manual tasks, pain points, gaps, and input errors across CSO. Directs multiple process improvement and automation initiatives utilizing innovative methodologies that result in swift project completion and ultimately operational cost savings. Directs the analysis of and provides recommendations on impacts to CSO processes and systems. Oversees coordination with Training Team to ensure strategic training strategy transition as process improvements are implemented. Manages the tracking, measuring, and reporting of project results for cost savings and effectiveness based on measurable standards.
Performs other duties as requested or assigned.
Required Knowledge, Skills, Abilities & Experience
The knowledge, skills, abilities and education required for entry into this job include the following:
7 years of related experience required;
Knowledge of FERC and state and federal regulations, billing systems and processes, accounts receivables, finance and budgeting;
Demonstrated strategic planning and leadership skills, with a proven ability to lead and motivate others and to develop cooperation and teamwork;
Business acumen and financial management skills necessary to analyze and translate appropriate data into information, and information into effective action;
Excellent customer service skills;
Excellent verbal, written, interpersonal and presentation skills;
Demonstrated analytical and problem-solving skills, with emphasis on process improvement experience and cost efficiency;
Demonstrated ability to effectively manage multiple activities, resources, and time;
Ability to make independent decisions under various time and resource constraints;
Demonstrated ability to lead efforts to create and implement business vision;
Experience with Utility Rate Structures is preferred.
Experience with automation tools is preferred.
The company is actively seeking United States military veterans and service members who meet the qualifications outlined below.
- Military service members and veterans with ranks from E5-E9, W1-CW5, or O3-O6 plus appropriate equivalent combination of education and years of experience as outlined above.
Education Requirements
Degree or an equivalent combination of education and demonstrated related experience may be accepted in lieu of preferred level of education:
Bachelor, Required Degree (equivalency not accepted in lieu of required degree):
Preferred Disciplines:
Business
Business Administration
Accounting
Finance
Economics
Liberal Arts
Other disciplines may be substituted for the preferred discipline(s) listed above.
Licenses, Certifications, or Quals Description
Working Conditions
Office Work Environment 76 -100%
Travel Up to 25%
Other Working Conditions
Test Description
No testing required.
Export Control
Certain positions at Dominion Energy may involve access to information and technology subject to export controls under U.S. law. Compliance with these export controls may result in Dominion Energy limiting its consideration of certain applicants.
Other Information
We offer excellent plans and programs for employees. Employees are rewarded with a competitive salary and comprehensive benefits package which may include: health benefits with coverage for families and domestic partners, vacation, retirement plans, paid holidays, tuition reimbursement, and much more. To learn more about our benefits, click here
Dominion Energy is an equal opportunity employer and is committed to a diverse workforce. Qualified applicants will receive consideration for employment without regard to their protected veteran or disabled status.
You can experience the excitement of our company - it's the difference between taking a job and starting a career.
Top 3 Reasons to Work at Dominion Energy
There are many reasons to work at Dominion Energy, but below are the top three employees have shared with us. Click on each of the links to learn more!
About Dominion Energy
I am your warm cup of coffee in the morning and I light your home at night. I am the cool breeze from your A/C on the hottest day in summer, and the red coil that heats your soup pot on a frigid winter's day. I am sustainable, reliable and affordable.
I am not just any energy... I am Dominion Energy.
We're transforming the way we do business to build a more sustainable future for the planet, our customers, our team and our industry. We're shaping the future of energy in America.
Join us!
Facts:
.17,000 employees
.Headquarters: Richmond, VA
.16 states in the US
.$100 billion of assets
.Nearly $35 million in charitable contributions
.100,000+ volunteer hours recorded in the community
Our Commitment to NetZero by 2050
We've cut carbon emissions from our electric generation business by approximately 43% (since 2005) and methane emissions from our natural gas business by 32% (since 2010) - and we're just getting started . By growing wind, solar, and renewable natural gas and pursuing innovative technologies, we expect to achieve net zero emissions by 2050. We've also committed to reducing the emissions of our suppliers and customers - so we can all move forward together.
Nearest Major Market: Richmond
Job Segment: Analytics, Service Manager, Manager, Business Process, Customer Service, Management
