Mgr Customer Design & Delivery

We are engineers, high line workers, power plant managers, accountants, electricians, project coordinators, risk analysts, customer service operators, community representatives, safety and security specialists, communicators, human resources partners, information technology technicians and much, much more. We are 3,500 people committed to enhancing the lives of the communities we serve.  Together, we are powering the growth and success of our community progress every day!

Deadline to apply : March 4, 2025

Pay Grade

Position Summary

Provides leadership and mentorship to the team of supervisors, engineers and designers responsible for the design and coordination of customer utility service requests by managing the effectiveness, accuracy and timely completion of customer projects. Manages staff workload and deploys contracted resources to ensure customer construction projects are completed according to customer expectations. Works with managers and executives across the company to solve customer problems and deliver quality service. Develops a culture of exceptional customer service and manages relationships with customers to improve customer satisfaction. Steps in to work directly with customer representatives at the management level when projects get off-track and develops solutions to prevent customer escalations to CPS Energy executives.

Tasks and Responsibilities

• Manages work order process to ensure that established metrics for due dates, cycle times, etc. are met.
• Develops, maintains and enforces standardized procedures, guidelines, process maps, metrics / KPIs, etc. for the area of responsibility.
• Institutionalizes a culture of exceptional customer service and establishes effective relationships with the builder / developer community to improve customer satisfaction.
• Monitors and reviews customer surveys, metric / KPIs and other information to identify and implement improvements for enhancing business efficiencies and exceeding customer expectations.
• Develops training programs needed to assure employees are proficient in all aspects of the established processes.  This may include design standards, construction standards, electric and gas line extension policies and systems utilized for job completion such as WMIS, SAP, Designer / GIS, etc.
• Leads safety efforts such as safety awareness, compliance with safety policies and procedures and enforces and addresses any safety concerns / issues / occurrences.
• Develops, monitors and manages section budget within established targets using latest estimate practices.
• Manages design contract resources to meet required customer commitments and ensures quality control is present for projects assigned.
• Assists in the development and implementation of customer design process improvements and initiatives.
• Oversees employee development and training of the design team.
• Maintains internal customer relationships with other Customer Value areas as well as EDS, Legal and Customer Service.
• Oversees external relationships with contract resources, COSA, industry organizations, developers etc.
• Adheres to and provides updates to Customer Value metrics and business plans.
• Confers with CD&D Executive leadership, EDS / Gas Engineering, Construction and customers to discuss and resolve matters such as work procedures, complaints and construction / design issues.
• Directs and evaluates the performance of Supervisors and design team and establishes performance requirements and targets; regularly monitoring the performance and providing feedback to make necessary improvements.
• Performs other project and process improvement initiatives as assigned

Minimum Skills

Minimum Knowledge and Abilities

Experience in distribution utility industry

Proficient in Microsoft Office Package, including word processing, spreadsheets, database, presentation software, electronic mail and scheduling

Experience with WMIS, SAP, Designer / GIS or other related systems.

Demonstrated ability to multi-task various critical work assignments proactively and independently in a fast paced environment and in a professional manner.

Demonstrated well-developed written and verbal communication skills for interaction within the section, across departmental lines to all levels of personnel and vertically with management

Strong planning and analytical skills; ability to assess complex situations, make decisions and manage projects from start to a positive outcome

Preferred Qualifications

Competencies

Communicates Effectively

Acting Decisively

Managing Resources

Managing Time

Driving for Results

Serving Customers

Minimum Education

Bachelor’s Degree from an accredited university; In lieu of degree, related work experience may be considered.

Required Certifications

Working Environment

Indoor work, operating computer, manual dexterity, talking, hearing, repetitive motion. Use of personal computing equipment, telephone, multi- functioning printer and calculator.

Ability to travel to and from meetings, training sessions or other business related events.

Physical Demands

Exerting up to 10 pounds of force occasionally, and / or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body.

Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.

CPS Energy does not discriminate against applicants or employees. CPS Energy is committed to providing equal opportunity in all of its employment practices, including selection, hiring, promotion, transfers and compensation, to all qualified applicants and employees without regard to race, religion, color, sex, sexual orientation, gender identity, national origin, citizenship status, veteran status, pregnancy, age, disability, genetic information or any other protected status. CPS Energy will comply with all laws and regulations.