We are a team of motivated, engaged and exceptionally talented self-starters, willing to roll up our sleeves and do what is necessary to get the job done. If you are interested in joining this dynamic team and have a passion to learn, develop and want your experience to make an immediate impact, please apply.
We offer an environment of continuous development and growth. LIPA offers a thriving company culture, exceptional colleagues, and great benefits. Our benefit package includes:
Hybrid work and flexible hours
Excellent Medical insurance
No Cost Dental and Vision insurance
Paid holidays and generous leave time
Professional development opportunities
Educational assistance opportunities
Multiple retirement plan options with company contribution
Short-term and long-term disability coverage
Flexible spending account
529 College Savings Program
$300 Wellness Reimbursement
What You’ll Do At LIPA
The Director of Customer Experience assists in fulfilling LIPA’s purpose of clean, reliable, and affordable electric service for our customers on Long Island and the Rockaways by leading the customer experience team, setting strategy, and conducting oversight of LIPA’s Service Provider’s customer organization. The Director plays a vital role in ensuring that the Service Provider provides a consistent experience for LIPA’s customers at every touchpoint across all channels and in accordance with industry best practices.
The Director is responsible for leadership, innovation, governance, policy, and managing LIPA’s operational and strategic plans for defining the customer experience. The Director is also responsible for establishing and monitoring customer experience metrics and ensuring the Service Provider’s performance related to those metrics.
This position is also responsible for monitoring state, local, and federal initiatives and policies relating to utility customer service; and consulting with DPS, NYSERDA, and other governmental agencies on PSEG LI/LIPA compliance and LIPA’s administration of the customer complaint appeal process.
Other Essential Job Functions include:
Develops and leads LIPA’s Customer Experience team by providing vision, directing areas of focus, and establishing key initiatives and performance measures that align with LIPA’s strategic priorities
Works effectively with the Executive team, management, and staff to instill a customer-centric culture at all levels of LIPA to enhance customer experiences.
Directs or advises LIPA staff in the following areas:
Provides oversight of the Service Provider’s processes and performance of the Call Center, customer offices, billing, field collections, Sarbanes Oxley requirements, payment processing, meter reading (including AMI), and back-office collections, including tier 1 and tier 2 metrics.
Interactions between DPS and the Service Provider, including collections cases, Utility 2.0 Annual Plan Update, project implementation, and monitoring Energy Efficiency and Renewable Energy targets.
Implementation of retail clean energy programs to meet LIPA and NYS policies.
Customer-related laws and regulations and the Service Provider’s compliance.
Customer operations plans, processes, regulations, and tariffs, including adoption of new technologies and industry best practices.
Prioritizes key functions in the development of customer experience data analytics.
Recommending new performance metrics in the customer operations area.
Customer complaints, including interaction with DPS on complaints and billing complaints (e.g., shared meter) and decision-making process.
Representing LIPA in state and regional inter-governmental working groups, and conferences.
Establishes and manages metrics to improve customer satisfaction and service delivery. Uses data analytics to provide useful customer insights to meet customer expectations and make financial decisions
Identifies gaps or weaknesses in processes or procedures associated with service delivery and oversees the Service Provider’s effectiveness leading cross-functional teams to address deficiencies and improve performance
Monitor the Service Provider’s development of customer strategies to maximize financial health by increasing automation and technology
Coordinates with the Service Provider and monitors the planning, developing, and managing of specific customer programs and projects necessary to achieve LIPA’s strategy.
Ensures all customer-related agreements are administered in accordance with terms and conditions in compliance with associated general statutes
Monitors the Service Provider’s actions related to establishing efficient and effective customer service channels of communication and bill payment
Responsible for overseeing meter management, including utility field services, meter testing and repair, loss control, meter alerts and events, meter read validation, and billing meter-to-billing communications
Responsible for monitoring the Service Provider’s establishment of systems to ensure billing requirements are met, and accurate and timely billing and revenue are collected appropriately
Responsible for ensuring the Service Provider is developing and implementing organizational best practices to support effective customer experiences and providing feedback as appropriate
Oversees and manages all aspects of consultants and contractors as needed to support the strategic goals of the Customer Experience team
Effectively manages budgetary and fiscal responsibilities for the Customer Experience function
Represents LIPA through participation in communication and educational programs, community events, national, state, and regional industry organizations, and local community organizations.
Salary Range: $ 220,000-$260,000
LIPA is an equal opportunity employer.
What We Need
Bachelor’s degree from an accredited four (4) year college or university
Ten (10) years of progressive professional utility experience
Seven (7) years of management experience in some combination of customer service and/or utility functions
Extensive experience, knowledge, and skills in the customer experience field
Experience developing and presenting analysis and recommendations to senior executives and the Board of Trustees
Ability to analyse and synthesize complex reports, data, and research into business insights, and effectively communicate the information and recommendations in oral and written deliverables for diverse audiences
Innovation-driven business acumen and knowledge of customer experience and industry trends
Proven ability to work at an executive level in a fast-paced environment
Proven ability to identify and solve complex problems working with diverse stakeholders
Knowledge of all federal, state, and local laws, regulations, statutes, requirements, etc. related to customer experience in electric utilities
Thorough knowledge of emergency planning concepts and procedures
Advanced problem-solving techniques and skills
Organized with ability to prioritize projects and tasks and meet deadlines; ability to manage multiple projects simultaneously
Proficiency in using standard office equipment and programs such as Microsoft Word and Excel
Ability to establish/maintain effective working relationships with all levels of employees, customers, officials, and the general public
LIPA is a not-for-profit public utility with a mission to enable clean, reliable, and affordable electric service for our customers on Long Island and the Rockaways.
The Long Island Power Authority was created by an Act of the New York State Legislature in 1986 and acquired the electric transmission and distribution system of the Long Island Lighting Company on May 28, 1998, immediately lowering electric rates for customer-owners by more than 20 percent.
As result of the LIPA Reform Act of 2013, the Authority utilizes a public-private partnership business model and contracts with PSEG Long Island, a subsidiary of Public Service Enterprise Group Incorporated, one of the nation’s largest electric utilities, to operate LIPA’s electric system under a 12-year contract. LIPA’s public-private business model continues to deliver the advantages of public power to customers, including LIPA’s not-for-profit status, access to low-cost financing, and dedication to Long Island and the Rockaways.