Customer Operations Director

4 days ago


New Orleans, Louisiana, United States Delta Utilities Full time
About the Role

We are seeking a highly skilled Customer Operations Director to join our team at Delta Utilities. The successful candidate will be responsible for leading our customer operations team and ensuring compliance with all relevant laws, regulations, and tariffs.

The ideal candidate will have a proven track record in revenue cycle management, accounts receivable, or related areas, with demonstrated knowledge of consumer billing, credit, and payment regulations.

Key Responsibilities:

  • Revenue Assurance & Protection:
    • Manage the overall quality assurance of billing, payment, and credit work.
    • Collaborate with BPO service providers, Finance, and Meter Services to minimize losses from unbilled revenues, arrears, and bad debt.
    • Oversee the revenue protection program to address theft or unbilled accounts and recover lost revenues effectively.
  • System Management & Data Oversight:
    • Lead the design, functionality, and data quality for CRM platforms (e.g., Oracle) and related systems supporting Customer Operations.
    • Ensure seamless integration and functionality of customer systems through hands-on involvement in system design, conversions, and data validation.
  • Regulatory Compliance & Reporting:
    • Develop and implement billing and credit-related regulatory strategies in collaboration with Regulatory Affairs and Customer Operations.
    • Ensure compliance with regulations, including SOX reporting, PCI DSS, FACTA, NACHA, and other banking rules, in coordination with the Office of General Counsel and Internal Audit.
    • Prepare monthly and ad hoc regulatory reports on billing and credit data for commissions and internal/external stakeholders.

Requirements:

  • Bachelor's degree in business administration, finance, accounting, or a related field. Advanced coursework or a post-graduate degree is preferred.
  • Minimum of 5+ years in revenue cycle management, accounts receivable, or related areas.
  • Demonstrated knowledge of consumer billing, credit, and payment regulations.
  • Previous experience working with Oracle CRM or similar systems.
  • Experience negotiating with advocacy agencies or regulators preferred.
  • Proficiency in MS Office applications and data analytics software.
  • Proven ability to manage and optimize customer information systems.
  • Exceptional communication skills with the ability to present complex ideas clearly to diverse audiences.
  • Strong leadership, project management, and conflict resolution abilities.
  • A track record of fostering innovation and adaptability in dynamic environments.

Estimated Salary: $85,000 - $110,000 per year, depending on experience.



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