Director - Customer Services Operations

Director of Customer Services Operations

The base salary range for this position is dependent upon experience and location, ranging from:

• $159,000 - $199,000 (Boston, MA)
• $152,000 - $190,000 (Orange, CT)
• $139,000 - $173,000 (Augusta, ME; Rochester, NY; Binghamton, NY)

Job Summary:

The Director of Customer Services Operations will lead critical functions across Avangrid Networks' operating companies, ensuring seamless, efficient, and customer-centric operations. This role oversees Workforce Management, Contact Center Vendor Partnerships, and Payment Remittance activities across New York, Maine, Connecticut, and Massachusetts. The ideal candidate will bring deep operational expertise, strategic vision, and a passion for delivering consistent, high-quality service experiences in a regulated utility environment.

Key Responsibilities:

Workforce Management:

• Lead the design and execution of short- and long-term workforce planning strategies to meet demand, reduce wait times, and optimize agent performance across internal and vendor teams.
• Monitor and analyze staffing models, forecast accuracy, scheduling efficiency, and real-time intraday performance.
• Partner with analytics teams to ensure data-driven decisions and continuous improvement in resource utilization.

Contact Center Vendor Management:

• Oversee relationships with third-party customer service providers to ensure compliance with SLAs, quality standards, and regulatory requirements.
• Develop vendor governance structures, including scorecards, contract reviews, and escalation protocols.
• Drive alignment between vendor operations and Avangrid's Customer Service, CX, and digital transformation goals.
• Ownership of the contact center external budget.
• Lead the contact center vendor regulatory discussions to support rate case filings and hearings.

Payment & Remittance:

• Direct the end-to-end management of customer payment processing and remittance workflows across channels and jurisdictions.
• Ensure accuracy, security, and compliance in all financial transactions in coordination with control, treasury, and IT teams.
• Identify and implement opportunities to modernize payment channels and enhance the customer billing experience.
• Travel required: approximately 20% across Avangrid service areas.

Required Qualifications:

• Bachelor's degree in Business, Operations, or related field (Master's preferred).
• 10+ years of leadership experience in customer operations, including workforce and vendor management.
• Proven success managing large-scale contact center operations and complex payment processes, ideally in a regulated industry.
• Strong understanding of utility industry requirements, including customer satisfaction metrics, regulatory compliance, and digital engagement.
• Excellent analytical, communication, and relationship management skills.

Preferred Qualifications:

• Management of global contact center operations across multiple contact center vendors with business transformation experience.

Company: AVANGRID SERVICE COMPANY

Mobility Information:

Please 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 country.

At Avangrid we provide fair and equal employment and advancement opportunities for all employees and candidates regardless of race, color, religion, national origin, gender, sexual orientation, age, marital status, disability, protected veteran status or any other status protected by federal, state, or local law. If you are an individual with a disability or a disabled veteran who is unable to use our online tool to search for or to apply for jobs, you may request a reasonable accommodation by contacting our People and Organization department at careers@avangrid.com.

Avangrid 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 Avangrid Network and Corporate functions. This does not include those that will work for Avangrid Power.