Manager, Customer Operations and Field Services

Thank you for your interest in the BWL. We think you'll find it a rewarding and nurturing place to grow your career.

Starting Salary Range: $116,000.00 - $143,900.00

Position Summary

The Manager of Customer Operations and Field Services Department provides operational leadership for all technical systems supporting Customer Operations & Experience, including Advanced Metering Infrastructure (AMI), Customer Information System (CIS), and AMI Field Services. This position leads a multidisciplinary team of supervisors, analysts, administrators, and technical staff, ensuring the reliable operation, integration, and evolution of critical customer-facing technologies. Reporting to the Director of Customer Operations & Experience, the Manager collaborates with internal and external stakeholders to deliver customer-centered technology solutions to enhance utility experience, drive operational efficiency, and support BWL’s strategic goals.

Essential Functions

- Responsible for effective & efficient day-to-day operations focused on short-term goals and meeting deadlines. Lead, motivate, and develop team members. Implement the strategies and plans set by director by making them actionable tasks, with internal focus on workflows, and processes.

- Drives alignment between Customer Experience technology platforms and the organization’s customer experience vision, performance goals, and digital transformation strategies.

- Collaborate with senior leadership to ensure that technology roadmaps and service delivery models support broader business objectives.

- Oversee the performance, maintenance, and continuous improvement of the (CIS), ensuring platform integrity, data availability, and responsiveness to evolving business needs.

- Data analysis and support for billing and rate design functions.

- Coordinates the management of service-level agreements (SLAs), patching schedules, vendor management, system upgrades and compliance.

- Supports data governance, integration projects, and enhancements to user experience for internal and external stakeholders.

- Leads the procurement, implementation, and vendor coordination of technical related projects, including requirement gathering, RFP development, and contract execution and administration.

- Ensure alignment between the CIS and adjacent platforms such as meter data management systems, payment portals, and analytics dashboards.

- Manages the AMI infrastructure (smart meters, collectors, repeaters) and ensures system availability, reliability, and secure data delivery for billing and analytics.

- Oversees AMI firmware lifecycle, field network performance, and cybersecurity safeguards in collaboration with IT and third-party vendors.

- Oversee the work to identify infrastructure gaps, implement process improvements and maintain portal access.

- Supports remote meter communication capabilities including outage detection, restoration diagnostics, and proactive customer support.

- Leads the integration of AMI metrics with business intelligence tools to improve service planning and asset management.

- Manages the Supervisor of AMI Field Services and ensures effective scheduling, training, and safe field execution of AMI equipment installations, maintenance, and troubleshooting.

- Coordinates field resource needs for meter replacement programs, network upgrades, and system expansion.

- Ensures compliance with work safety protocols, quality control, and proper resource utilization.

- Acts as the Customer Operations liaison to IT, Engineering, Finance, and other business units for projects and initiatives related to AMI, CIS, and customer applications.

- Supports capital project planning, utility load forecasting, and operational efficiency strategies with accurate meter data and system analytics.

- Leads or contributes to enterprise level initiatives requiring cross departmental systems integration, customer technology implementation, or operational innovation.

- Assists in organizational change management and staff training initiatives related to new system rollouts and digital tools.

- Fiscal stewardship, department budget responsibility (O&M and Capital).

- Support internal audit, internal controls and external audits.

- Foster a culture of safety and compliance.

- Comply with all BWL policies and work rules.

- Reliable and predictable attendance.

- Responsible for participating in the on-call rotation to provide after-hours support and ensure continuous coverage for departmental needs.

- Performs other duties as assigned by the Director of Customer Operations & Experience.

Required

Job Specifications:

- Bachelor's degree in information systems, Business Administration, Engineering, or a related field; or an equivalent combination of education and experience.

- Minimum of 7 years of experience, with progressive responsibility in customer-facing technology or operational leadership roles.

- Must have a minimum of 5 years in a supervisory or managerial role.

- Experience managing vendor contracts, RFP processes, service agreements, and multi-year capital projects.

- Proven ability to lead technology-based departments, including system support and infrastructure teams.

- Strong project management, change management, and process improvement experience.

- Excellent customer service, communication, and leadership skills.

- Exceptional interpersonal, written, and verbal communication skills.

- Strong analytical skills and the ability to make data-driven decisions.

- Proficiency in Microsoft Office Suite and working knowledge of SAP, UMAX, and related systems.

Preferred

- Prior experience managing AMI systems and CIS platforms such as Itineris UMAX.

- Utility industry experiences.

- Familiarity with Smart Grid as a Service (SGaaS), meter data management systems (MDMS), and customer self-service portals.

- Experience leading enterprise software implementations and large-scale change initiatives.

- Microsoft Azure and Dynamics 365 experience or certification.

- Advanced knowledge of utility billing, customer analytics, and technical support frameworks.

- Experience working with union bargaining groups.

Physical Requirements / Working Conditions

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Must be able to remain in a stationary position for the majority of the working day. The person in this position needs to move about inside the office environment. Constantly operates a computer and other office equipment. Ability to adjust focus, especially due to concentration on a computer screen. Must communicate frequently with other departments and employees both verbally and in writing.

May need to lift and carry up to 30 pounds and/or position the body to reach items on the floor/ below the knee level or reach above head. On occasion, may need to travel to job sites, vendor locations, or industry events.

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this position. They are not to be construed as an exhaustive list of all duties, responsibilities and skills that may be required of the employee. Management reserves the right to add, remove, or otherwise alter these duties, responsibilities, and skills at any time. Why Should You Apply?

Competitive wages, employee development, and opportunity for professional growth.

Robust time off benefits including vacation, free choice, sick leave, parental leave and 11 paid holidays.

Comprehensive benefits package offered including medical, prescription, dental, life insurance, long-term disability, employee assistance program.

Voluntary benefits including vision, supplemental and dependent life insurance, flexible spending, AFLAC options, LifeLock anti-theft, long term care, tuition reimbursement, and BWL's Home Purchase Plan – Forgivable $5,000 loan for purchase of a home in Lansing.

Retirement programs including 401(a) Defined Contribution Plan (DC) (100% company paid up to 9.5 % of base salary for BU positions and up to 13% of base salary for NBU positions), 457 Deferred Compensation matches up to $2,500 per year.

Post retirement benefits offered at the respective level of coverage, co-pays and health care premium, at the same level as active employees.

Two fitness centers located on site open 24/7, work life balance program, employee assistance program, free parking and much more!

About BWL

The Board of Water & Light serves Lansing, Michigan, and surrounding areas with electricity, water, and steam. Lansing's city charter vests the BWL with full and exclusive management of water, steam, and electric services for or the city. The American Public Power Association has honored the Lansing Board of Water & Light as one of the country's best publicly-owned utilities.

The Location:

Lansing lies at the heart of the Great Lakes State and offers all the beauty and splendor of the four seasons. A haven for swimming, boating, fishing, snowmobiling, golf, and hunting, mid-Michigan is also just a couple hours from premier skiing and one of the most beautiful freshwater lakeshores in the world on our Lake Michigan Coast. Lansing itself is only minutes and miles away from two of the nation’s premier universities, Michigan State University and the University of Michigan, and boasts miles of walking, running, biking trails, Potter Park Zoo, professional sports, the arts, and fine dining.

THE BOARD OF WATER & LIGHT IS AN EQUAL OPPORTUNITY EMPLOYER