The base salary range for this position is dependent upon experience and location, ranging from $94,490 to $118,113

Job Summary

The NY Customer Service Group is seeking a qualified Program Manager to perform key functions in the team. The Program Manager will lead cross-functional activities including coordinating and managing deliverables for PSC filings, monthly reports, management audits, CEO Certification as well as other compliance related tasks. The incumbent will require some understanding of regulatory process and corporate/business area goals and work with and support senior customer service staff and business area leaders. This role requires a keen understanding of interrelationship of key customer service matters with other business areas.

Key Responsibilities

• Manages and oversees various regulatory obligations as they impact RGE/NYSEG Customer Service, including but not limited to reviewing filings for accuracy, compliance and completeness, tracking, and overall administration with tight time sensitive deadlines.
• Ensures compliance to all regulatory driven rules and regulations, particularly collections and billing related processes. Prepares all necessary documentation from SMEs, providing regular updates to key stakeholders
• Provides leadership on various programs, projects and RFPs for various initiatives.
• Identifies and initiates requests for enhanced system/application functionalities to meet regulatory obligations, with a focus on automation where possible
• Leverages strong knowledge of system capabilities to drive effective business and collections processes
• Collaborates with multiple business areas including Customer Service, Regulatory, Legal, Information Technology, and other key business areas
• Acts as a primary liaison between Regulatory and the business on existing and to-be processes, providing gap analysis, along with system and functionality efficiencies and effectiveness, with a concentration in optimizing strategies with regulatory requirements
• Provides expertise and immediacy of decision making
• Effectively communicates with management/executives as well as at the front-line level to drive decisions with compliance front of mind

Required Qualifications

• Bachelor’s degree with a minimum of eight (8) years of experience or significant and advanced experience in this specific field may be acceptable in lieu of education.
• Demonstrated track record leading cross-functional teams on assignments with high visibility
• Advanced proficiency in Excel, PowerPoint, Word, Microsoft Office Suite
• Ability to understand and analyze regulatory filings along with customer service standards/rules, translating to business and system functionalities and processes
• Excellent oral and written communications skills
• Excellent problem solving and analytical skills, with an ability to work with all levels of the organization
• Demonstrated effectiveness facilitating teams across functional areas
• Proven ability to manage multiple deliverables on-time

Preferred Qualifications

• Time management
• Demonstrated teamwork skills
• Effective communicator written and oral
• Ability to quickly adapt to change

Competencies (this is standard for all jobs)

• Growth & Continuous Improvement
• Initiative & Change
• Focused on Results
• Customer Centric (internal and/or External)
• Communication
• Collaboration
• Leadership (people managers/leaders)

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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 Renewables

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