Customer Operations Manager at Eugene Water & Electric Board in Eugene, Oregon

Job Description:

Posting is open until filled.  First review of applications begins January 29th. 

EWEB seeks a Customer Operations Manager to join a hard-working team dedicated to providing excellent service to EWEB’s customers.  This position will direct and manage activities and operations of customer-facing functions, including but not limited to: Customer Contact Center, Customer Relationship Managers, Field Services, Customer Solutions Services (limited income assistance and energy efficiency), and associated back office functions.  This positions reports to the Chief Customer Officer.

This position is also responsible to:

• Ensure continuity of services through oversight of routine and non-routine operational support functions.


• Establish operational performance indicators, monitor progress against plans and, direct adjustments as necessary;


• Ensure operations are appropriately resourced in terms of both financial and human capital.


• Ensure compliance with legal and regulatory requirements and that work is conducted in accordance with EWEB safety standards, Board and organizational policies and guidelines, and occupational best-practices.


• Collaborate with executives and peers across the Utility to understand, interpret and advance organization-wide strategic objectives, and to ensure the alignment of division-level operational plans and activities.

The successful candidate will have knowledge of and direct experience in:

• Principles and practices of customer service, energy management, customer account management and business development, leadership, public administration, supervision, and organizational management.


• Principles and practices of conservation program measurement, validation and evaluation protocols.


• Utility customer services policies and procedures; ability to interpret and apply as customer and organizational needs require.


• Principles of supervision, training and performance evaluation and motivation techniques to assist staff in reaching set objectives.


• Managing resources and budgets for multiple work groups.


• Electric and water utility operations.


• Knowledge of and experience with regional, state, and federal regulatory requirements related to assigned work groups.

The starting salary for this position is between $100,505.24 -$143,578.93 annually, commensurate with knowledge, skills, education, and experience as it relates to the position.

WORKING AT EWEB:

Why this Job

EWEB offers employees a progressive work culture devoted to providing excellent public service. Our employees work in a fast-paced environment where creativity, innovation, involvement, teamwork and professional development are supported and encouraged. EWEB is also committed to providing a work environment conducive to the safety, health, and well-being of its workforce, and offers great benefits, including but not limited to health care, vacation and sick leave, pension, holidays, and employee credit union.  In fact, EWEB is currently the #1 Healthiest Employer in Oregon and the #4th Healthiest Employer nationwide!

Equal Employment Opportunity

EWEB takes pride in our commitment to diversity and inclusion among our employees. We embrace and value differences of culture, education, experience, physical ability and unique perspectives in our workplace. We invite applications from qualified candidates who share our commitment to diversity. Attracting, retaining and advancing talent from all sources strengthens our bond with the multifaceted community we serve.

Tobacco, Smoke, and Vapor - Free Campus Policy

EWEB fosters an environment promoting good health for both employees and the public. We want to enhance the quality of air, appearance, and employee health in and around EWEB facilities and equipment. Employees, contractors, volunteers, and visitors may not use, distribute, or sell tobacco while participating in EWEB functions, on EWEB property, or while performing right-of-way tasks.

Minimum Training and Experience Required:

Experience:  Ten years of progressively responsible work experience in a directly related functional field which includes five years of direct supervision and at least three years of divisional management over multiple operational groups OR an equivalent combination of professional, senior, lead, or project management experience may satisfy the management requirement.

Education: Bachelor’s degree from an accredited college or university in a directly related technical field or an equivalent combination of education plus additional job related experience may be qualifying.

Desirable education, experience, training and certifications:  Customer Operations and/or utility industry experience. 

Equivalency:  An equivalent combination of experience and training that demonstrates the required knowledge, skills, and abilities may be qualifying.

Valid driver license: Yes

Professional license or registration: None

Post-offer background check required:  Yes

Post-offer drug test required:  No

Post-offer physical / functional test required:  No

Physical activities (with or without accommodation): Exerting up to 10 pounds of force occasionally (activity or condition exists up to 1/3 of the time) and/or a negligible amount of force frequently (activity or condition exists from 1/3 to 2/3 of the time) to lift, carry, push, pull, or otherwise move objects, including the human body. Sedentary work involves sitting most of the time, but may involve walking or standing for brief periods of time.

 

Other Requirements

Note: This Job Posting is intended to represent key areas of responsibility.  It is not meant to be all inclusive and does not prescribe or restrict the work that may be assigned.  Nothing in this description restricts EWEB's right to assign or reassign duties and responsibilities to this job at any time.  Job descriptions may occasionally be updated, as necessary, to reflect evolving business needs.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

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