Associate Director, Customer Interconnection

POSTING DEADLINE

This position is posted until filled.

DEPARTMENT

Department:  Customer Operations
 

JOB DESCRIPTION

Associate Director, Customer Interconnection

Salary Grade: G03
Minimum  Midpoint  Maximum
$115,742 - $156,252 - $196,761

Given the financial nature of this position, this position has been defined as a position requiring a credit check. Prior to being hired, promoted, or transferred into the position, the candidate must successfully pass a credit background check.

SUMMARY

Oversees the Customer Interconnection team responsible for safely interconnecting over 20,000 solar and new service applications per year while maintaining a safe and reliable electrical grid. Fosters a positive team culture of safety, customer service and continuous improvement. Strategically manages priorities and productive outcomes with key internal and external stakeholders. Manage risk to the business by executing the department vision, strategic goals, and tactics. Directs sustainable, repeatable, and quantifiable business and operations process improvements. Effectively manage performance and communicate business results through dashboards and metric reporting. Work collaboratively with peer leaders in operations, customer service, revenue operations, BTS, regulatory, and the meter department.


ESSENTIAL DUTIES AND RESPONSIBILITIES

Leads and articulates the corporate vision, philosophy, and customer-centric business model for all leaders and employees performing retail interconnection (new business & renewables).

Manage end-to-end process for customer retail interconnection in support of key process metrics (customer satisfaction, on time delivery, eliminate complaints). Lead customer-facing teams including front-end application review, site assessment, and service coordination.

Proactively develop and manage key stakeholder relationships with developers, contractors, AHJs, tribal and internal stakeholders.

Formulates and oversees implementation of a safety strategy and corresponding internal policies.

Work with leadership team to ensure all escalations are managed in a timely manner. 

Responsible for managing the department budget within prescribed targets.

Obtains market information, trends and best practices concerning advanced renewable technologies (including energy storage), industry regulations, customer service, and operational practices to achieve top results within customer operations.

Develops the training, development, and quality management plan for all customer interconnection leaders and employees and ensures that they possess the necessary skill sets and training to accurately communicate company initiatives and provide knowledgeable and efficient service to customers.

Monitors performance indicators to ensure customer experience and operational performance standards are being met and ensuring corrective action has been taken for those areas not meeting performance standards. Develop and maintain performance metric dashboards.

Participates in company, professional, and community activities.

COMPETENCIES

Advanced working knowledge of all elements of customer operations activities, including retail interconnection, distributed generation, meter-to-cash processes, and the service delivery chain.

Experience with, and thorough knowledge of, customer needs and expectations.

Demonstrated experience, knowledge, skills, adaptability, and flexibility in business planning, organizing, operational planning, budgeting, forecasting, benchmark indicators, applicable data analysis, and use of computer software.

Extensive knowledge of the NMPRC, building and electric codes, regulations, policies, and procedures

Understanding of the company¿s loss control and safety programs including DOT, CQ, and OSHA standards

Operational understanding of the various rate tariffs associated with customer categories

Ability to manage and lead employees safely in a field environment

Ability to administer quality assurance programs

Ability to prepare and manage budgets

Strong analytical and conflict resolution skills

Proficient planning and time management skills

Ability to manage difficult or emotional customer situations while maintaining a professional and courteous demeanor

Ability to respond promptly to customer needs and solicit dialog with customers to improve or exceed customer expectations
         
Ability to effectively respond to customer requests for service and/or assistance with a sense of urgency

Possess an executive presence and excellent communication skills with a proven ability to interface effectively with customers, government officials, media, special interest groups, employees, and community partners.

Record of leading (formally and informally) teams of people toward a common objective.

Ability to operate in a transforming environment and culture, create change, advance ideas, and be comfortable with ambiguity.

Ability to build teams committed to common goals and visions, achieve goals through influence versus direct line authority, and promote and translate ethical standards into action.

Demonstrated judgment and ability to make sound business, technical, and people decisions in the face of ambiguity and uncertainty.

Requires initiative, judgment, and excellent communication skills to direct and motivate a large workforce. Demonstrated ability to manage in a changing environment that supports the empowerment of others.

Demonstrated knowledge of Human Resources policies and procedures, rules and regulations, and budgeting. Demonstrated ability to understand customer survey feedback and establish action plans for improvement.

Ability to develop and execute strategies to ensure successful achievement of company objectives and service standards.

Ability to act as a safety advocate; develops and challenges co-workers to ever increasing standards and accountability affecting workplace safety.

QUALIFICATIONS:

MINIMUM EDUCATION AND/OR EXPERIENCE

Bachelor's degree from four-year college or university, preferably in engineering or other technical field, with seven to nine years of related experience, to include five years of management experience, or equivalent combination of education and/or experience managing technical teams.

Prior supervisory/management experience.

SUPERVISORY RESPONSIBILITIES

Responsible for the direction of managers and supervisors within Customer Interconnection. Directs and coordinates the integrated operation of renewable interconnection, new service, upgrades and the PowerClerk enterprise system.

COMMUNICATION SKILLS

Ability to read, analyze, write, and interpret documents, including: safety rules, operating procedures, instructions, general business periodicals, professional journals, technical procedures, governmental regulations, and correspondence.

Ability to speak clearly and persuasively in positive or negative situations.

Ability to effectively listen and get clarification to respond to a wide range of questions.

Ability to effectively present information and respond to questions from various groups

Ability to effectively articulate expectations and department goals

MATHEMATICAL SKILLS

Ability to work with mathematical concepts such as probability and statistical inference.

Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

COMPUTER SKILLS

Advanced knowledge of spreadsheet, word processing, database, and presentation software

Advanced knowledge of personnel, budget, billing, field, and invoice systems

Ability to navigate through and find critical information within Banner CIS

Strong understanding of ITRON technology and other meter reading technologies

ANALYSIS AND PROBLEM-SOLVING ABILITY

Ability to apply principles of common sense, logical or scientific thinking to a wide range of practical problems. Ability to deal with a variety of abstract and concrete variables. Ability to think critically and analytically. Ability to pay attention to detail while seeking innovative solutions to complex business/technical issues.

DECISION MAKING

Uses accurate, current, and crucial information to make decisions. Bases decisions on measurement and analysis, extracting larger meaning from data and information to improve performance.

PHYSICAL DEMANDS

While performing the duties of this job, the employee is regularly required to sit up to 2/3 of the time. The employee must occasionally lift and/or move up to 10 pounds. Must be able to travel within the company service areas.  Must be able to periodically work weekends and evenings.

WORK ENVIRONMENT

EQUAL OPPORTUNITY STATEMENT

Safety Statement:
Safety is a core value at (TXNM Energy/PNM/TNMP) and our vision, “everyone goes home safe”, reflects our commitment to promoting an environment conducive to learning, improving and building safety practices. Our safety value is built upon the belief that every employee deserves to work in an environment free from harm.

Americans with Disabilities Act (ADA) Statement: 
TXNM Energy is committed to providing reasonable accommodations for qualified individuals with disabilities in compliance with the ADA. If you require assistance with the job application process due to a disability, please contact HR ADA Analyst, at 505-241-4627.

DEI Statement:
At TXNM Energy, we value the diversity of our workforce and actively seek opportunities for incorporating Diversity, Equity, and Inclusion (DEI) within our family of companies. We believe a diverse workforce enriches our environment and helps us better meet the needs of our employees, customers, and shareholders.  We remain committed to attracting and sustaining a diverse workforce and retaining high-performing employees who work collaboratively to carry out the Company's purpose.

TXNM Energy and affiliates are Equal Opportunity/Affirmative Action employers.  Women, minorities, disabled individuals and veterans are encouraged to apply.