Manager, Collections And Customer Operations Support

Manager, Collections And Customer Operations Support

Thank you for your interest in the BWL. We think you'll find it a rewarding and nurturing place to grow your career. Starting Salary Range: $116,000.00 - $143,900.00

Position Summary: The Manager, Collections and Customer Operations Support provides operational leadership for critical functions within the Customer Operations & Experience department, including collections, financial analysis, administrative support, and training. This role is responsible for translating departmental goals into effective, results-driven processes that support efficiency, compliance, and service quality. The Manager oversees the development and performance of cross-functional teams, ensures timely and accurate financial reporting, and leads the execution of customer account collection activities in line with regulatory requirements. In partnership with internal stakeholders, this role supports capital planning, operational forecasting, and continuous improvement efforts to optimize performance and customer satisfaction. Reporting to the Director of Customer Operations & Experience, the Manager plays a key role in maintaining operational excellence, fiscal accountability, and a strong culture of safety and reliability.

Essential Functions: Responsible for effective & efficient day-to-day operations, focused on short-term goals and meeting deadlines. Lead, motivate, and develop team members. Implement the strategies and plans set by the director by making them actionable tasks and internal focus on workflows, and processes. Manage, coach, and develop the Collections, Financial Analysis, Training, and Administrative Support teams. Manage, review, and provide insights on financial reports related to departmental budgets, revenue assurance, and operational KPIs. Direct the planning, preparation, and ongoing oversight of Customer Operations & Experience O&M and Capital Budgets, ensuring alignment with strategic objectives and cost-control measures. Collaborate with Finance and other departments to optimize capital allocation, improve capital investment analysis, and support initiatives that reduce organizational capital debt while maintaining service reliability. Collaborate with internal stakeholders on forecasting, budgeting, and financial planning to support decision-making. Support and facilitate training initiatives that promote safety, service excellence, and consistent performance across the Customer Operations & Experience department. Ensure adherence to company safety standards and practices; partner with the Safety Process Trainer to implement safety programs and track incident reporting. Manage training programs for the Customer Operations & Experience department, to identify training needs, define objectives, and measure effectiveness. Oversee administrative functions to ensure efficient support of departmental needs. Serve as a liaison between Customer Operations & Experience and internal departments to improve workflows and support cross-functional initiatives. Drive continuous improvement through data analysis, operational feedback, and team collaboration. Monitor workload distribution and resource planning to ensure optimal team performance. Develop and maintain documentation for business support processes and procedures. Responsible for participating in the on-call rotation to provide after-hours support and ensure continuous coverage for departmental needs Foster a culture of safety and compliance. Fiscal stewardship and department budget responsibility (O&M and Capital). Support internal audit, internal contro