Manager Customer Meter Services

Company Summary Statement

Rhode Island Energy provides essential energy services to over 770,000 customers across Rhode Island through the delivery of electricity or natural gas. Our team is dedicated to helping Rhode Island customers and communities thrive while supporting the transition to a cleaner energy future. Rhode Island Energy is part of the PPL Corporation (NYSE: PPL) family of companies addressing energy challenges head-on by building smarter, more resilient, and more dynamic power grids and advancing sustainable energy solutions. PPL is a positive force in the cities and towns where we do business, providing support for programs and organizations that empower the success of future generations by helping to build and maintain strong, diverse communities today.
Overview

The Manager-CMS directs and manages Regional Metering operations through leadership of Metering and Large Power Managers, Revenue Protection Specialists, Large Power and Service Technicians, Customer Contact Representatives, and all Regional Metering employees. The position is accountable for operational planning, workforce deployment, financial management, safety, compliance, and results across meter reading and service, secondary and large power metering installation and maintenance, revenue protection, field customer service, customer education, and related revenue cycle activities for PPL customers. Establishes priorities, develops organizational capability, and partners with Customer Service leadership to deliver safe, accurate, efficient, and cost-effective operations.

Responsibilities

1. Direct and manage regional meter reading and service operations and the installation, inspection, and maintenance of all secondary and large power metering installations. Establish operating priorities, allocate workforce and equipment resources, and monitor results to ensure safe, accurate, timely, and cost-effective service.
2. Direct Revenue Protection functions, establishing priorities and overseeing the investigation, correction, and prosecution of theft of services. Coordinate resources and cross-functional activities, monitor outcomes, and implement improvements to protect revenue and ensure consistent execution.
3. Lead the development and execution of safety training, tailboards, and meetings across assigned operations. Establish expectations, ensure resources and participation, and monitor effectiveness in advancing company safety
4. Establish and sustain a proactive safety culture across Regional Metering operations. Integrate safe work practices into operational planning and execution, reinforce hazard identification and prevention, and ensure safety concerns are addressed promptly.
5. Build and sustain a culture of accountability by establishing clear ownership, communicating operational expectations, and holding the organization accountable for safety, service quality, productivity, financial stewardship, and results.
6. Oversee meter and metering equipment inventory planning, demand forecasting, and replenishment. Align inventory levels and order quantities with projected workload, operational requirements, and budget targets, and monitor inventory availability and associated costs.
7. Lead workforce and talent development for assigned operations. Establish technical and leadership development priorities, coordinate training, and develop organizational capability to support current operating needs and future staffing requirements.
8. Develop, manage, and monitor budgets for assigned responsibility centers and cost areas. Lead budgeting, forecasting, and expenditure review; analyze variances; and adjust resource plans to achieve monthly and annual financial targets while maintaining safety and service commitments.
9. Establish and manage Key Performance Indicators and measurement processes for assigned operations. Monitor trends, identify performance gaps and improvement opportunities, and lead action plans to achieve safety, quality, service, productivity, and cost objectives.
10. Partner with Customer Service leadership to plan and oversee completion of revenue cycle work resulting from Regional Metering activities, including credit, billing, theft prevention, and collections. Align cross-functional priorities, resolve operational barriers, and ensure timely and accurate completion of related
11. Develop and execute departmental business, production, efficiency, and organizational Forecast workload and workforce requirements, establish scheduling and resource allocation priorities, and adjust plans for seasonal variations and changing business needs.
12. Ensure assigned operations and employee actions comply with company policies, standards, procedures, applicable codes of conduct, laws, and Establish compliance expectations, monitor adherence, and ensure identified issues are addressed through appropriate corrective measures.
13. Translate department and corporate Customer Services goals into operational priorities and improvement initiatives for Regional Metering. Represent assigned operations in cross-functional planning and metering discussions, communicate business needs and results, and lead initiatives that improve customer service and operational effectiveness.
14. Physical presence in the office/on-site to engage in face-to-face interaction and coordination of work among direct reports and co-workers.
15. May be assigned an Electric Utilities emergency and storm role. This is a special assignment that comes into play during storms and other emergencies when the company needs to restore power or respond to other issues affecting customer service. This role may necessitate the need to work after-hours, outside of your normal schedule.
16. All positions in which driving is an essential function of the job, regardless if the job code is marked safety sensitive or not, will also be included as safety sensitive.

Qualifications

Required education: 

Bachelor's degree 

Required experience: 

7+ years relevant work experienced in utility industry. 

Prior supervision of technical personnel.

Ability to work in a variety of work environments including field locations. 

Licenses/Certifications/other qualifications 

DL number - Driver license, valid and in-state