Job Description

Pay Rate: $85000 to $110000 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.

Position Purpose:

The Manager of Meter Operations will support Veolia’s customer experience vision by providing leadership and direct management for the Meter Operations organization of customer operations in the New York regulated utility division which services approximately 130,000 active metered connections in New York and Rhode Island. The incumbent will be expected to drive performance in planning and scheduling, meter reading, regulatory meter change compliance, collections, large and strategic meters, backflow compliance and meter data analytics/collection.

Primary Duties/Responsibilities:

• The Meter Manager leads employees on the installation, maintenance, and reading of the Company's residential, commercial and industrial metering system/s located within the New York and Rhode Island service territory and manages performance of the team through the use of defined key performance indicators and other metrics as needed.
• Directs the activities of the Supervisor(s) who is responsible for overseeing daily department activities including the Cross Connection (Backflow) Control Program, meter installations, meter changes, meter reading, high bill investigations, testing and repairing meters.
• Responsible for tracking and reporting all aspects of new service orders from the time it is released to the Meter Services Department up to and including ensuring the first bill has been generated in the billing system.
• Manages the meter test benches certifications with the NY and/or RI regulator and testing activities, including the organization and utilization of meter testing data to meet regulatory requirements and drive decisions related to the company’s meter assets.
• Work cross-functionally with other teams across Veolia to ensure optimal management of the meter systems assets, effective appointment scheduling and service order generation, and successful account inquiries/troubleshooting.
• Prioritize, plan and implement meter field services and meter data policies and procedures to ensure alignment with best-in-class standards.
• Performs ordering, approving, and accurate inventory procedures for department materials.
• Perform field inspections periodically from a quality control and safety (managerial safety visit) aspect for all meter related field work.
• Repairing/ reprogramming the automatic meter reading system as needed.
• Investigates and resolves routine problems with plumbers, contractors and customers.
• Develops and monitors meter reading schedules to ensure all cycles are read timely and within appropriate bill windows in the company’s billing system, while minimizing estimated reads.
• The incumbent ensures that all activities are carried out efficiently and in accordance with standards and regulations set forth by management and the regulatory agencies of NY & RI.
• Consults with the Supervisor(s) regarding department operations and objectives, personally resolving significant or complex problems/escalations and when required, personally inspecting department projects. Working with the supervisor, the incumbent develops and closely monitors workforce efficiency usage plans on a monthly and yearly basis.
• Works closely with other departments across Veolia to ensure all operational technologies and processes are in place and functioning appropriately.
• Manages and holds accountable outside contractors hired to install meters for compliance or automatic meter reading devices.
• The Manager prepares budgets and submits periodic reports on a daily, monthly and quarterly basis. Reports may be generated for the Customer Billing and Accounting Departments, Senior Management, The Public Service Commission (PSC) in New York and other key stakeholders.
• Ensures that proper attention is given to meter installations requiring special instructions. The incumbent may also become personally involved in situations where service has been interrupted to major accounts or situations affecting a substantial amount of customers.
• Responsible for maintaining an adequate inventory of small and large domestic meters, installations, changing, repairing and testing of large meters, servicing of fire meters and preparation and submission of required reports.
• Responsible for the New York and Rhode Island meter aged compliance program and the large/strategic meter change out programs in both New York and Rhode Island as directed by the regulator. These programs require the changing of meters of certain sizes at specified time intervals.
• Ensures that all staff receive adequate training in job skills and safety. Meets monthly with staff to ensure adequate communication and alignment in the meter departments across the NY Division.
• In partnership with the Revenue Assurance team, the incumbent remains abreast of new products, equipment and techniques in the meter field and makes recommendations for updating or improving existing equipment. In this regard, the incumbent meets with representatives from various manufacturers and other water companies.
• On a rotating basis with the operations team, the Manager serves on emergency on-call duty and may be called upon to resolve emergency situations that may arise at any time.
• Manage all daily / weekly / monthly revenue/income controls for auditing purposes.
• Oversee the cross-connection control program, including obtaining proper New York State Certification, to ensure backflow devices for required customers meet said regulations of NY State, are reviewed and approved and entered into the company’s billing system.
• Works closely with the Non-Revenue Water Management Team to provide input and gather information for various non-revenue water initiatives, minimizing consecutive estimates, zero consumption accounts where possible, closely monitoring top consumption accounts and key/critical customers.
• Works closely with the new business department to ensure proper installation of new sets and sees the process through from start to finish.
• Assist, at times and as directed by the Director, Customer Operations to cover the daily operations of the Customer Service Department(s).
• As requested, manages other initiatives such as, but not limited to, system enhancement projects, new program implementation etc.

Work Environment:

• Some travel will be required.

Qualifications

Education/Experience/Background:

• 12+ years of experience leading service operations.
• B.S. degree in business or related field, MBA preferred.
• Knowledge of meter changes, plumbing, operations, repair as well as backflow prevention devices preferred.

Knowledge/Skills/Abilities:

• Excellent interpersonal and organizational skills.
• Demonstrated ability to work both autonomously and as part of a team in a fast-paced, matrixed environment.
• Working knowledge of workforce management tools and technology.
• Working knowledge of customer information systems (CIS).
• Working knowledge of Google products – sheets, docs, Gmail, - Power BI or similar tools.
• Strong analytical skills, expert-level written and verbal communication skills, and attention to detail.
• Ability to synthesize data and translate insight into relevant usable actionable strategic and tactical recommendations.
• Ability to prepare written technical reports and interact effectively and diplomatically with management and / or bargaining unit employees as well as regulators, consultants, municipal officials, health officers, customers, contractors, and the general public.

Required Certification/Licenses/Training:

• Valid State Driver’s license is required.

Physical Requirements:

• Must be able to lift up to 25 lbs.
• Must be able to climb, walk, kneel, sit and stand.

Additional Information

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.