Director System Operations
The Director, Systems Operations is responsible for operational oversight of SouthStar's Billing and Back Office Operations and System Development for all markets. The job requires the coordination of numerous cross-functional areas including customer service, billing, finance/accounting, retail profitability, legal, regulatory, IT and marketing to assure that all affected areas have been considered and have provided appropriate input. This position is responsible for managing the system, data integrity, compliance and operational deployment of all markets and acquisitions. Specific functions include strategic and operational support for Marketing and Call Center operations. This position oversees all improvement opportunities during the customer journey of all SouthStar subsidiaries. This includes enrollment and transaction processing, exception handling, pricing and promo code setup, billing, correspondence management, CIS enhancements, UAT (User Acceptance Testing) and 3 rd Party vendor management. This position will also oversee all SouthStar project management enhancements and new product offerings. The primary goal of this position is to improve customer service by improving the customer experience and facilitate new products and services for our customers. JOB REQUIREMENTS:
Education, Certifications/Licenses:
Required:
Bachelor's degree (B.S.), from four-year College, or university in business, engineering or other related discipline Preferred:
MBA or other advanced degree Related Work
Experience:
Required:
7 years' experience in billing operations, system development and contract management. Preferred:
Retail energy experience Experience with information security policies, processes, and standards as they apply to the energy and utility industry PMP certification Specific Skills & Knowledge:
Required:
Exceptional verbal and written communication skills. Ability to communicate in a positive and professional manner with customers, co-workers, and vendors. Highly service and results oriented. Demonstrated leadership, team building and project management. Ability to coordinate multiple tasks effectively. An understanding of business processes and billing systems. Ability to manage and complete multiple high priority projects and activities with strict time sensitive deadlines. Ability to manage operations and projects within budget Strong negotiation skills. Strong relationship management skills Strong organizational and problem resolution skills Strong project management skills Ability to coordinate and manage multiple tasks with sensitive timelines Ability to perform metrics creation, implementation, tracking and reporting for operational departments Ability to conduct trending and analysis to identify root causes and possible solutions Computer literate; strong knowledge of Microsoft Office applications such as Project, Visio, Word, Excel, PowerPoint, and Access Preferred:
Operational knowledge of deregulated gas markets in multiple jurisdictions. Prior experience negotiating and managing large-scale vendor contracts MAJOR JOB
Responsibilities:
Specify major duties performed by the job and % of time spent on duties. 5% - Establishes, controls, and manages capital and expense budget for Customer Care for the retail customer portfolio for all markets. 5% - Evaluates and identifies areas of potential exposure and internal control weaknesses. Makes recommendations for improvement, both internally and with the business process outsource providers. 10% - Assists with defining Customer Operations strategy and objectives as part of SouthStar's comprehensive strategic planning process. 5% - Develops and implements a long-term strategy for systems and operations to support continued growth in all markets. 5% - Provides strategic direction and leadership for system development initiatives for the retail customer portfolio. 5% - Performs supervisory responsibilities in accordance with SouthStar's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. 5% - Advises Managing Director of Customer Operations of developments that significantly influence the performance and profitability of Customer Operations. 15% - Understands and directs all aspects of Billing, Back Office, System Development, and Process Documentation for all markets in order to maximize operating efficiency and effectiveness. 10% - Manages operations, policies, performance and service delivery for billing, back-office operations, customer care, credit and collections and payment processing for all markets whether supported internally or externally. 5% - Manages SouthStar's operations outsource vendor contracts for all markets including ongoing relationships, monthly Service Level performance, and short-term and long-term contract negotiations. 5% - Utilizes process improvement tools and methodologies to support the improvement activity to affect a focused execution and measurable results for process improvements projects for all markets. 10% - Directs coordination with business owners and outside vendors regarding service standards, regulatory compliance, quality metrics, operational audits and process mapping documentation for all markets. 10% - Oversees systems and operations integration for all market acquisitions as applicable. 5% - Oversees SouthStar's deployment into new markets by managing a team that performs market research and analysis, ensures systems are set up accurately and timely, and implements new operational processes.
Salary Range:
$150K -- $200K
Minimum Qualification
Operations ManagementEstimated Salary: $20 to $28 per hour based on qualifications.
Education, Certifications/Licenses:
Required:
Bachelor's degree (B.S.), from four-year College, or university in business, engineering or other related discipline Preferred:
MBA or other advanced degree Related Work
Experience:
Required:
7 years' experience in billing operations, system development and contract management. Preferred:
Retail energy experience Experience with information security policies, processes, and standards as they apply to the energy and utility industry PMP certification Specific Skills & Knowledge:
Required:
Exceptional verbal and written communication skills. Ability to communicate in a positive and professional manner with customers, co-workers, and vendors. Highly service and results oriented. Demonstrated leadership, team building and project management. Ability to coordinate multiple tasks effectively. An understanding of business processes and billing systems. Ability to manage and complete multiple high priority projects and activities with strict time sensitive deadlines. Ability to manage operations and projects within budget Strong negotiation skills. Strong relationship management skills Strong organizational and problem resolution skills Strong project management skills Ability to coordinate and manage multiple tasks with sensitive timelines Ability to perform metrics creation, implementation, tracking and reporting for operational departments Ability to conduct trending and analysis to identify root causes and possible solutions Computer literate; strong knowledge of Microsoft Office applications such as Project, Visio, Word, Excel, PowerPoint, and Access Preferred:
Operational knowledge of deregulated gas markets in multiple jurisdictions. Prior experience negotiating and managing large-scale vendor contracts MAJOR JOB
Responsibilities:
Specify major duties performed by the job and % of time spent on duties. 5% - Establishes, controls, and manages capital and expense budget for Customer Care for the retail customer portfolio for all markets. 5% - Evaluates and identifies areas of potential exposure and internal control weaknesses. Makes recommendations for improvement, both internally and with the business process outsource providers. 10% - Assists with defining Customer Operations strategy and objectives as part of SouthStar's comprehensive strategic planning process. 5% - Develops and implements a long-term strategy for systems and operations to support continued growth in all markets. 5% - Provides strategic direction and leadership for system development initiatives for the retail customer portfolio. 5% - Performs supervisory responsibilities in accordance with SouthStar's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. 5% - Advises Managing Director of Customer Operations of developments that significantly influence the performance and profitability of Customer Operations. 15% - Understands and directs all aspects of Billing, Back Office, System Development, and Process Documentation for all markets in order to maximize operating efficiency and effectiveness. 10% - Manages operations, policies, performance and service delivery for billing, back-office operations, customer care, credit and collections and payment processing for all markets whether supported internally or externally. 5% - Manages SouthStar's operations outsource vendor contracts for all markets including ongoing relationships, monthly Service Level performance, and short-term and long-term contract negotiations. 5% - Utilizes process improvement tools and methodologies to support the improvement activity to affect a focused execution and measurable results for process improvements projects for all markets. 10% - Directs coordination with business owners and outside vendors regarding service standards, regulatory compliance, quality metrics, operational audits and process mapping documentation for all markets. 10% - Oversees systems and operations integration for all market acquisitions as applicable. 5% - Oversees SouthStar's deployment into new markets by managing a team that performs market research and analysis, ensures systems are set up accurately and timely, and implements new operational processes.
Salary Range:
$150K -- $200K
Minimum Qualification
Operations ManagementEstimated Salary: $20 to $28 per hour based on qualifications.
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