Customer Service Manager

Company Description

A subsidiary of Veolia group, Veolia North America (VNA) is the top-ranked environmental company in the United States for three consecutive years, and the country's largest private water operator and technology provider as well as hazardous waste and pollution treatment leader. It offers a full spectrum of water, waste, and energy management services, including water and wastewater treatment, commercial and hazardous waste collection and disposal, energy consulting and resource recovery. VNA helps commercial, industrial, healthcare, higher education, and municipality customers throughout North America. Headquartered in Boston, Mass., Veolia North America has more than 10,000 employees working at more than 350 locations across the continent.

Job Description

Position Purpose:

The Manager, Customer Service is responsible for leading day-to-day customer service functions within a regulated water utility. This role ensures operational excellence in contact center as well as administrative and back-offices activities while maintaining compliance with regulatory requirements. The Manager provides leadership to drive performance, enhance customer satisfaction, and implement continuous improvement strategies that support company goals and regulatory commitments.

Primary Duties/Responsibilities:

Operational Leadership

• Oversee the daily operations of customer service functions including customer contact center operations, administrative team and back-office activities.
• Ensure customer interactions and processes are handled in compliance with regulatory standards and service quality expectations.
• Manage key operational metrics (KPIs) such as service level performance, first contact resolution and customer satisfaction.
• Develop and maintain efficient workflows, standard operating procedures, and quality control measures to enhance accuracy and productivity.

Customer Experience & Engagement

• Champion a customer-centric culture that prioritizes responsiveness, empathy, and proactive communication.
• Participate in initiatives that enhance the customer experience across all touchpoints-phone, IVR, web, etc.
• Collaborate with billing, payments, collections, DB&T, field operations, and communications to streamline the customer journey and support digital self-service tools.
• Collaborate with customer operations leadership across other Business Units.

Financial & Regulatory Compliance

• Monitor and report performance against regulatory metrics and service standards.
• Support rate case activities, audits, and customer complaint investigations as required.

Team Leadership & Development

• Lead, coach, and develop a team of supervisors and frontline employees to achieve high performance and professional growth.
• Foster a culture of accountability, engagement, and continuous learning.
• Ensure staffing, training, and resource planning align with operational and seasonal demands.

Process Improvement & Innovation

• Identify opportunities to improve operational efficiency through technology, automation, and process redesign.
• Participate in or lead cross-functional projects to enhance systems, improve performance, or support customer programs.
• Drive operational readiness for new initiatives, acquisitions, or system implementations.

Qualifications

Education/Experience/Background:

• Bachelor's degree in Business Administration, Management, or related field required.
• 5-7+ years of experience in customer operations, utility operations, or related service industry, with at least 3 years in a leadership role.
• Experience leading in a high volume contact center environment.
• Experience in a regulated utility environment is strongly preferred.

Knowledge/Skills/Abilities:

• Strong understanding of customer service, billing, and collections processes within a regulated framework.
• Knowledge of utility tariffs, rate structures, and regulatory compliance requirements.
• Proven ability to analyze performance metrics and implement data-driven decisions.
• Excellent leadership, communication, and interpersonal skills.
• Demonstrated ability to manage multiple priorities and meet deadlines in a fast-paced environment.
• Proficiency with customer information systems (CIS), billing software, work order management and reporting tools including google products.
• Ability to interact with all levels of leadership including executive leadership.
• Competencies:
  • Customer Focus - Prioritizes customer needs and fosters positive relationships.
  • Operational Excellence - Drives results through process discipline and performance management.
  • Leadership & Coaching - Develops talent and promotes a culture of engagement.
  • Accountability - Ensures commitments are met and standards upheld.
  • Continuous Improvement - Encourages innovation and adapts to changing business needs.

Additional Information

Pay Range: $110000 to $120000 Per Year.

BENEFITS

Veolia's comprehensive benefits package includes paid time-off policies, as well as health, dental and vision insurance. In addition, employees are also entitled to participate in an employer sponsored 401(k) plan, to save for retirement. Pay and benefits for employees represented by a union are outlined in their collective bargaining agreement.

Sick leave - 56 hours; Observed Holidays - 11 days; Vacation - Flexible Time Off

Eligible for up to 15% Annual Performance Bonus

We are an Equal Opportunity Employer! All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

Disclaimer: The salary, other compensation, and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, subject to applicable law.