Manager, Operations Services

Manager, Operations Services

Kentucky American Water is currently seeking a Manager, Operations Services to lead a range of services supporting operational service delivery, and implement practical, targeted solutions for business and operations improvement opportunities.

Primary Role:

In partnership with operations leaders, key stakeholders, vendors and cross-functional teams, the Manager, Operations Services will lead a range of services supporting operational service delivery, and implement practical, targeted solutions for business and operations improvement opportunities.

Key Accountabilities:

Key accountabilities will vary depending on the particular needs of the assigned operating subsidiary, but would include all or some of:

• Operational Project / Program Management:
• Responsibility for overseeing the delivery of discrete projects or a portfolio of projects to drive operational improvement, standardization, and new business requirements/regulations.
• Ensuring the delivery of assigned projects(s) to scope, budget, schedule.
• Providing oversight and mentoring to other team members responsible for project delivery.
• Oversight of state-centralized maintenance teams
• Management of state-level non-revenue water/water use efficiency projects and programs to achieve state and company strategic objectives
• State-level management/oversight of Lead Service Replacement programs to ensure compliance with all regulatory requirements and company objectives.
• Management of state-owned tasks related to Fleet Management.
• State-Owned Customer Support/Advocacy Services
• State customer in-person lobby window management, including management of staff
• Payment kiosk handling
• Triaging of customer "exception" cases that are referred to state operations for resolution, including primary point of contact for Field Service Representatives working exception cases
• Management, tracking and coordination of bulk water sale, bulk water purchase, "sale for resale" water contracts, and wastewater commercial discharge or acceptance contracts.
• Support for "COTERM" ("company termination" of service) process that requires field action from state operations.
• Operational Systems Support
• State subject matter expert(s) providing support for state operations in the effective adoption, use, and compliance with, company-defined standardized operational systems of records.
• Operational Training
• Support the effective delivery of standardized company frontline operational training programs, in close coordination with the corporate Operations Training team.
• Business Development
• On an as-needed basis, provide requested support for the due diligence and effective integration of new acquisition targets and closed acquisition transactions.

Knowledge/Skills:

Core professional competence in Service Delivery and project management within a related field, knowledge of utility operations, maintenance, and/or capital program management/delivery. Knowledge of contract administration. Working knowledge of new technology and current trends in water quality, water treatment, developer services and other related water resource management disciplines. Business acumen and judgment; knowledge of company procedures, policies and operations; knowledge of Change Management methodologies and techniques. Excellent written and verbal communication skills (e.g., fluency in report writing and presentations). Effective people management skills (e.g., planning, organizing, recruiting, controlling, and leading individual staff and teams). Effective interpersonal skills (e.g., persuasion, negotiation, listening, cooperation, tact, diplomacy, problem solving, internal consulting). Strong project management skills (e.g. planning, organizing, directing, monitoring and reporting on project activities, managing concurrent projects). Leadership presence (e.g., ability to deal effectively and maintain collaborative relationships with Company senior management and other key stakeholders). Ability to be both visionary and strategic in thinking, as well as tactical in executing training strategies while anticipating and considering how the business may be impacted by training initiatives. Financial analysis skill, including budget management, business modeling, and project cost benefit analysis forecasting and tracking.

Experience/Education:

Bachelor's degree in engineering, business, or related field. Equivalent role related work experience in lieu of a degree will be considered. 10 years' experience in utility operations, customer service, or project management roles. 3-5 years' experience in a team lead or supervisory role Water / Wastewater experience preferred

Travel Requirements:

Up to 20%, as required

Work Environment:

Primarily indoor office environment

Competencies:

Decision QualityDevelops TalentDrives EngagementPlans, Aligns, & DirectsPrioritizes & Role Models SafetySelf-Awareness

Join American Water...We Keep Life Flowing

American Water is firmly committed to Equal Employment Opportunity (EEO) and prohibits employment discrimination for employees and applicants based on his or her age, race, color, pregnancy, gender, gender identity, sexual orientation, national origin, religion, marital status, citizenship, or because they are an individual with a disability, protected veteran or other status protected by federal, state, and local laws.