Manager - Customer Operations

Location: Rochester, NY Reports to: Sr Director - Customer Service Work Type: Office Salary: The salary range for this position is based on experience level ranging from $116,000 to $145,000 plus up to 16% bonus. What We Offer Competitive benefits and growth opportunities Generous performance‑based bonuses 12% 401(k) match Comprehensive health, dental, and vision insurance Tuition reimbursement Professional development and clear career advancement pathways For more information please visit: Benefits - Avangrid Job Summary The Manager of the Customer Operations, reporting to Senior Director, Customer Service, provides full operational and strategic leadership for all customer‑facing service channels, including the Customer Relations Call Center and all Walk‑In Customer Service Centers at RG&E. This role ensures consistent, high‑quality service delivery across phone, in‑person, and digital channels while meeting regulatory requirements, Public Service Commission (PSC) Department of Public Service (DPS) performance targets, and Avangrid customer experience standards. The manager oversees staffing, training, workforce planning, cash‑handling controls, escalated customer complaint resolution, and operational alignment across multiple customer service functions. The position also supports storm response and emergency operations, serving as a key leader in customer communications and service restoration. Key Responsibilities Leads and directs day‑to‑day operations for the Customer Relations Call Center and all Walk‑In Customer Service Centers, by providing full operational leadership for all walk‑in customer service centers including staffing, scheduling, performance management, security protocols, and customer communication standards. Establishes and manages Key Performance Indicators including Average Speed of Answer , Average Handle Time , First Call Resolution, customer satisfaction, walk‑in wait times, service completion accuracy, and digital adoption. Aligns messaging, workflows, and processes across phone, walk‑in, billing, and customer programs to ensure accuracy, consistency, and regulatory compliance. Monitors customer feedback systems to identify trends and implement improvements to enhance service quality. Leads and/or supports customer outreach initiatives. Ensure proper cash‑handling procedures, reconciliation processes, and facility safety practices at all in‑person locations. Oversees the training and competency development of walk‑in staff in billing policies, HEFPA requirements, payment assistance programs, complaint resolution, and customer experience protocols. Ensures compliance with PSC/DPS regulations, Home Energy Fair Practices Act, (HEFPA) customer rights policies, privacy standards, and all utility‑specific rules. Supports accurate and timely billing operations, customer transaction processing, and resolution of escalated billing disputes. Oversees training and competency development to ensure employees maintain strong knowledge of billing policies, payment assistance programs, complaint resolution, and customer experience standards. Serves in a key operational role during storm events, outages, and emergency conditions, ensuring safe, timely, and coordinated customer support and directs customer service response activities, supports communication efforts, and ensures walk‑in centers operate effectively as service hubs during outages or emergencies. Required Qualifications Bachelor’s degree in a related field and 8 years of progressive experience in customer service or customer operations leadership. An associates degree in a related field with 12 years of progressive experience may be accepted in lieu of bachelor’s degree. Experience leading multi‑site operations, including in‑person customer service centers, retail branches, or similar environments. Strong understanding of PSC/DPS regulations, HEFPA, and utility customer protection policies. Strong knowledge of Customer Relationship Management systems, and call center technologies. Excellent communication, interpersonal, analytical, and decision‑making skills. Proven ability to lead teams, coach staff, manage performance, and drive operational efficiencies. Preferred Qualifications Supervisory experience in utilities, energy delivery, or other highly regulated industries. Experience implementing customer experience improvements across multi‑channel operations. Background in process improvement, Lean Six Sigma, or operational transformation initiatives. Company ROCHESTER GAS & ELEC CORP Mobility Information Please note that any applicant who is not a citizen of the country of the vacancy will be subject to compliance with the applicable immigration requirements to legally work in that country. At Avangrid we provide fair and equal employment and advancement opportunities for all employees and candidates regardless of race, color, religion, national origin, gender, sexual orientation, age, marital status, disability, protected veteran status or any other status protected by federal, state, or local law. If you are an individual with a disability or a disabled veteran who is unable to use our online tool to search for or to apply for jobs, you may request a reasonable accommodation by contacting our People and Organization department at View email address on click.appcast.io. 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 Power. Avangrid employees may also be assigned a NERC Reliability Standards compliance role supporting Critical Infrastructure Protection (CIP) and/or Operations and Planning (O&P) responsibilities. This is applicable to employees that will work in electric transmission, operations, and cyber security business areas in Connecticut, Maine, Massachusetts, and New York within Avangrid Network and Corporate business areas. NERC Reliability Standards compliance roles and responsibilities may include additional access protections, training, audit engagement, and required evidence retention, and will be communicated by the employee’s management. Job Posting End Date June-19-2026 #J-18808-Ljbffr