Customer Care Manager

Who We Are

Clean Power Alliance (CPA) is Southern California's locally operated not-for-profit default electricity provider for 38 communities within Los Angeles and Ventura counties and the 4th largest electricity provider in the State of California. We provide clean renewable energy at competitive rates to over three million residents and businesses through approximately one million customer accounts.

What You'll Do

CPA seeks a collaborative, experienced, detail-oriented, and enthusiastic Customer Care Manager to provide operational, analytical, compliance, and other support to our growing team and excellent customer service to our customers. The Customer Care Manager is responsible for obtaining, reviewing, analyzing, and validating operational and customer billing data. The Customer Care Manager will liaise between customers, our billing manager/call center operator, the investor-owned utility (IOU), internal and external stakeholders, and must be comfortable moving from internal analysis to external customer interaction daily.


Who You'll Work With

The Customer Care Manager will report directly to the Director, Customer Care. You will work closely with CPA customers, our billing manager/call center operator, the IOU, senior leadership, program managers, and various internal and external stakeholders.


Commitment to Diversity

At CPA, we value diversity and are committed to creating an inclusive environment for all employees. We represent a diverse customer base and intend to hire employees that reflect our communities. Clean Power Alliance provides equal employment opportunities to all applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.


Culture

CPA fosters a culture of open communication, responsibility, intellectual curiosity, and exceptional judgment. As a small team that has quickly built the largest Community Choice Aggregation program in the country, high levels of trust, collaboration, and mission alignment are key factors in success. We value fact-based creativity in our work, accountability with our stakeholders, and promote ethical engagement and diversity with our brand.


Requirements

• Excellent verbal and written communication skills. Comfort presenting to senior officials and in public settings.

• Proficient with Microsoft Office Suite, with expert knowledge of Excel

• Ability to act with integrity, professionalism, and confidentiality.

• Ability to fully manage tasks and processes with minimal oversight.

• Ability to handle multiple priorities to meet deadlines and escalate key issues.

• Excellent organizational, scheduling, time management skills, and attention to detail.

• Experience with using data visualization tools and software (i.e., Tableau, Power BI) is preferred.

• Experience with Microsoft Dynamics CRM is preferred.

• Ability to analyze data and think critically to draw conclusions.

• Ability to lead multiple projects and work collaboratively with internal and external stakeholders in a fast-paced environment.

Duties and Responsibilities

• Customer Care Operations: Responsible for responding to customer inquiries, providing detailed review/explanation of electricity bills and charges, and resolving issues effectively and efficiently through coordination with related parties. Serve as the subject matter expert for escalation of customer service issues and manage resolution and reporting of customer complaints submitted to the California Public Utilities Commission and the Better Business Bureau. Responsible for developing, enhancing, and validating the accuracy of various talking points, scripts, and for maintaining up-to-date CRM records including customer profiles, program information, and account management activities. Collaborate with the Finance team on budget, accounting, reporting, audits, and issue resolution as needed. Track compliance with CPA policies and applicable laws, compile and validate reports to regulatory agencies, as required.

• Strategic Analysis and Reporting: Responsible for performing strategic analysis to identify trends and anomalies that impact Customer Care operations and customer billing and communicating results and relevant information to senior leadership.

• Data Analytics: Manage the collection, analysis, validation, and communication of various datasets to support Customer Care operations, strategic planning, and customer billing. Collaborate with internal and external stakeholders to develop data collection approaches, validation processes, and reporting frameworks that support Customer Care operations, including but not limited to Board and Committee reporting, internal program data, general customer data, billing data, and decision making. Coordinate with Data and Systems team, data manager, and IOU to obtain, manage, analyze, validate, and automate customer data and related processes. Review and analyze customer reporting from the billing manager and IOU to proactively identify errors, and validate the accuracy of various datasets and reports. Utilize data visualization tools to create, update, and enhance reporting.

• Stakeholder Engagement: Establish and maintain excellent working relationships with internal and external stakeholders, including but not limited to CPA's data manager and the investor-owned utility (IOU). Assist with managing the planning, development, enhancement, and implementation activities related to but not limited to customer enrollment, customer billing, call center communications, new and existing programs, and various data sets. Serve as primary point of contact and subject matter expert for Customer Care related projects and initiatives, driving strategic discussions to resolve customer care and organizational issues. Assist internal stakeholders including but not limited to Strategic Accounts and Government Affairs teams with large commercial and member agency inquiries.

• Project Management: Manage various Customer Care projects. Responsible for developing comprehensive project plans, including defining and documenting objectives, deliverables, timelines, and resource allocation. Responsible for developing, documenting, and implementing initial and contingency plans to identify and communicate potential risks or issues that may impact project success. Responsible for defining and meeting key project milestones and deadlines. Manage project team members to ensure alignment with CPA's goals, processes, and annual fiscal planning. Coaches and delegates to cross-functional team members involved in project execution. Coordinate and track cross-functional project timelines, partnering with internal and external stakeholders to help support Customer Care initiatives.

• Strategic Planning: Manage strategic planning efforts for the department, ensuring individual, team, and departmental goals align with organizational goals. Participate in the development and implementation of long-term strategic plans that align with the organization's mission and fiscal goals. Contribute content to reports on Customer Care initiatives and communicate to executive management and other stakeholders.

• Staff Management and Resource Planning: Manage assigned staff and collaborate across departments to align staffing with departmental goals. Plan, direct, and coordinate the goals and work plans for assigned direct report(s). Responsible for assigning work activities, projects, and tasks to achieve individual, departmental, and organizational goals. Engage in regular one-on-one meetings to coach, develop, assist, and provide feedback to direct report(s). Conduct performance evaluations and implement performance corrections as needed. Evaluate data to determine the success of the team towards the achievement of organizational, departmental, and individual goals. Responsible for managing department-related budget items, staff and resource forecasting, writing job descriptions, recruiting, training, and managing workloads.

• Continuous Improvement: Create, enhance, document, and manage continuous improvement initiatives across all Customer Care processes to increase efficiency, automation, and scalability. Responsible for identifying inefficiencies, proposing solutions to senior leadership, and leading the implementation of new tools, automation, and reporting frameworks that enable the team to scale and improve Customer Care capabilities and accuracy. Serve as Customer Care subject matter expert, advising and supporting junior staff offering day-to-day guidance and training.

• Reports and Presentations: Prepare written reports and visualizations and conduct oral presentations to CPA's Board of Directors, board committees, executive management, customers, and community and industry groups. Responsible for the review and validation of Board materials related to Customer Care to ensure accuracy and consistency with relevant CPA policies and practices.

• Other duties as assigned.

Successful Candidates Must Demonstrate the Following Abilities:

• Demonstrate good judgment and integrity.

• High attention to detail with strong organizational skills.

• Communicate effectively, orally, and in writing; and the ability to translate complex technical information into non-technical language.

• Have a strong work ethic and be comfortable taking initiative/working in a fast-paced environment.

• Work well on diverse teams and be highly collaborative.

• Must be able to work at a desk and on a computer for prolonged periods.

Qualifications

• Bachelor's degree AND a minimum of 5 years of customer service experience.

• Experience with utility program/project implementation, knowledge of California electricity industry, and understanding of CPUC and CEC is preferred.

• Strong analytical skills with the ability to interpret data and information required.

• Knowledge and understanding of the CCA business model required.

Work Location

This position is eligible for either Hybrid or Remote options. The Hybrid option requires 2-3 assigned days in the Downtown Los Angeles office and includes a transportation allowance. The Remote & Hybrid options require in-person attendance at organization or team-wide events 3 times per year for 3-5 days per event. Full-time staff are required to work during CPA's office hours Monday-Friday 8:30am-5:30pm PST.


Benefits

The salary range for this position is $120,008.17-$180,012.25, with exact compensation to be determined by Clean Power Alliance, dependent on experience. Benefits include health care, a 401(k)-like match program, paid vacation, and sick leave. This is not a civil service position; however, all CPA employees are required to submit a Statement of Economic Interests form, also known as the Form 700.


How to Apply

Candidates should apply on CPA's Career Page. The start date for the position is as soon as possible and will remain open until filled.