Senior Customer Operations Supervisor

Job Summary

Position serves as the Supervisor for the Smart Meter Operations Center (SMOC) managing a team of data admins/analysts supporting day-to-day responsibilities of PSE&G's advanced metering infrastructure (AMI) data collections, reporting, and real time commands. Manage team's daily workflow as well as provide support during storms, weekends, and holidays as business needs demand. Monitor mesh communication network and coordinate schedule for maintenance and troubleshooting. Coordinate with outside vendors on data and network issues. Collaborate and partner with representatives from all lines of business utilizing meter data including Billing, Business Customer Support, Information Technology, Electric Operations, Settlement, Renewables, Customer Contact, Collections, OMS, Revenue Integrity, Measurement Engineering and more. 

Job Responsibilities

Job Responsibilities include but are not limited to the following:

• Supervise, assist, support, and train a team of MAST data systems administrators, and/or data systems analysts that support the AMI systems and processes. 
• Supervise and lead by initiating, guiding, supporting, and motivating associates towards high levels of performance, quality, and technical competence. 
• Plan organize, prioritize, and coordinate day-to-day operations of a diverse workforce to ensure effective workload management and maximize operational and departmental targets.
• Position requires a high level of teamwork and coordination with internal team members and external stakeholders. 
• Monitor and analyze departmental, team, and individuals performance to drive efficiency, process improvements and achieve scorecard targets. 
• Provide services and support to internal and external clients concerning the collection, processing, and distribution of AMI meter data. 
• Understand and translate business needs into functional, technical, and performance specifications.
• Organize and lead team meetings. 
• Collaborate and support the AMI Process & Analytics team on system upgrades and user acceptance testing. 
• Coordinate with utility Technology and external vendor on mesh maintenance and troubleshoot. 
• Build and maintain procedure, process, and training documentation. 
• Work with outside vendors of metering systems, manage relationships, and help develop and integrate new products and metering solutions for external and internal customers. 
• Achieve operational excellence and safe work behaviors through leadership, teamwork, and effective communication. 
• Apply knowledge of PSEG Standards for Business Controls and meet management's expectation for effective internal business controls. 
• Support storm, system outages, or other peak workload events. 
• Ensure a safe working environment. 

Job Specific Qualifications

Required Skills, Knowledge and Experience:

• BA/BS degree preferably in Business and a minimum of 5 years customer service utility experience 
• Strong performance record
• Demonstrated strong leadership skills; Able to assume all aspects of the supervision of employees
• Technical and analytical / problem-solving expertise  Ability to make decisions, proactively resolve issues, and provide short/long term operational and performance improvement recommendations
• Experience with managing various priorities in a dynamic and cross functional environment while adhering to strict deadlines
• Ability to effectively utilize critical thinking skills for troubleshooting and resolution in high pressure situation
• Strong verbal and written communication skills
• Able to work independently, prioritize department's work, meet deadlines and targets
• Demonstrated ability to effectively interact with management, colleagues, and customers
• Broad knowledge of utility business and technical aspects of the job
• Strong MS Office skills including Excel, Outlook, PowerPoint, Access, Visio  Knowledge of SAP
• Valid driver license required

Desired Skills, Knowledge and Experience:

• Experience with AMI, Meter data, and meter-to-cash process
• Experience with Work Management Systems (ACES/CAD) 
• Experience with process documentation software (Procedure Flow, Visio) 
• Experience with SAP Device Management and/or Customer care and Service (CCS) 
• Experience with data visualization (Power BI) 
• Experience with Electric Operations, Gas Operations, Collections, GIS, and/or OMS. 

Minimum Years of Experience

Education

Certifications

Disclaimer

Certain positions at the Company may require you to have access to Part 810-Controlled Information.  Under the law, the Company is limited in who it can share this information with and in certain circumstances it is necessary to obtain specific authorization before the Company can share this information.  Accordingly, if the position does require access to this information, you must complete a 10 CFR Part 810 Export Control Compliance Nationality Request Form, a copy of which will be provided to you by Talent Acquisition if an offer is made.  If there is a need for specific authorization, due to the time it takes to obtain authorization from the government, we will likely not be able to further proceed with an offer.