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Program Manager

Company: AVANGRID
Location: Portland
Posted on: May 15, 2022

Job Description:

PurposeThe Asset Management group is focused on protecting and enhancing the value of assets while maintaining compliance with contractual commitments, market rules, environmental regulations, and applicable permits, laws, and ordinances. The focus of an Asset Manager ensuring that each asset's financial interests, capabilities, and commitments are factored into decision making by internal and external stakeholders. As customer satisfaction is identified as critical to success for the team & company, the Senior Manager, Customer Solutions will partner with Asset Managers to develop tools, processes, and targeted outreach to measure and improve customer satisfaction. The role will be a valued partner with the 11 Asset Managers, driving key process improvements as well as have a key customer-facing role for key strategic customers and initiatives.
The Senior Manager, Customer Solutions will work closely with the Director of Business Management, Asset Managers, and a wide range of internal departments to define, implement and operate a Customer Satisfaction Program. Findings produced from the Customer Satisfaction Program will result in defined process improvements targeted at improving overall customer satisfaction, and/or internal efficiencies in customer obligation or issue resolution processes. The ideal candidate will be strong at both relational, program and process/project management, with the ability to both represent the company outwards to the customer, and the customer inwards to the organization. The Senior Manager, Customer Solutions' success is critical for meeting our goal of becoming a "Best in Class" asset management organization.
Responsibilities

  • Develop the Customer Satisfaction Program, including customer segmentation, stakeholder management, customer satisfaction survey.
  • Strengthening relationships with key strategic customers to increase profitability through continued future business
  • Delivering key insights and action plans as a product of the Customer Satisfaction Program
  • Design and lead key strategic improvement/efficiency programs which support customer satisfaction improvements.
  • Systemic and targeted customer outreach.
  • Communication & reporting to internal teams and executive management of customer satisfaction metrics, initiatives, and objectives
  • Issue resolution management Support key strategic customer initiatives which may include contract extensions or amendments, issue resolution, &/or customer recapture.
    Additional Responsibilities
    • Special/strategic projects as assigned in support of becoming "Best in Class" asset management organization.
    • Team training as required
    • Supporting the Operations Quality Management System as it pertains to customer satisfaction
      Skills and Requirements
      • 5+ years of successful U.S. energy industry experience in any of the following areas or in other similar and applicable areas: Asset Management, Development, Origination, Construction, Operations, Energy Management, Risk, Accounting or Finance. The company may consider a candidate with less experience at a lower level.
      • Excellent verbal and written communication skills
      • Bachelor's degree or the equivalent combination of education and experience.
      • Excellent project management skills coupled with organization, flexibility, and strong attention to detail.
      • Strong ability to review and analyze financial and technical data.
      • Strong proficiency with Microsoft Office (Excel, Word, PowerPoint and Outlook).Preferred Qualifications
        • Experience with customer facing roles such as sales, business development or account management
        • Experience working with renewable energy.
        • Candidates with international work experience or experience working in a global organization.
        • An advanced degree.Additional Success Factors
          • Ability to navigate and succeed in a highly matrixed reporting structure, preferably at an international company.
          • Self-starter with demonstrated performance leading initiatives and building consensus at all levels of a matrixed global organization.
          • Ability to foster and participate in a productive team environment by establishing and maintaining effective working relationships with co-workers, managers, customers, contractors, and vendors
          • Ability to efficiently manage multiple, concurrent, time-sensitive projects and priorities.
          • Effectively provides and receives information orally in individual and group situations. Written expression is clear, concise, and conveys the desired message.
            #LI-AV1#IND
            Competencies
            • Be a role model
            • Be agile
            • Collaborate and Share
            • Develop Self & Others
            • Empower to grow
            • Focus to achieve results
            • Technical SkillsMobility InformationPlease note that any applicant who is not a citizen of the country of the vacancy will be subject to compliance with the applicable immigration requirements to legally work in that countryAvangrid employees may be assigned a system emergency role and in the event of a system emergency, may be required to work outside of their regular schedule/job duties. This is applicable to employees that will work in Connecticut, Maine, Massachusetts, and New York within AVANGRD Network and Corporate functions. This does not include those that will work for Avangrid Renewables

Keywords: AVANGRID, Portland , Program Manager, Executive , Portland, Oregon

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