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.
TXNM Energy, Inc.
Albuquerque
New Mexico United States
www.txnmenergy.com
