Mgr, Customer Care Center

Job Summary

The Customer Care Manager provides strategic leadership and operational oversight for two Customer Care Centers supporting three Local Distribution Companies (Atlanta Gas Light, Chattanooga Gas, and Virginia Natural Gas). This role manages approximately 200 employees across two locations (Riverdale, GA and Virginia Beach, VA) and is accountable for an annual operating budget of $8–10M. The successful candidate will drive operational excellence, implement strategies, and ensure compliance with regulatory and labor requirements while fostering a culture of engagement and continuous improvement.

Key Responsibilities Operational Leadership

- Direct day-to-day operations for two Customer Care Centers handling over 2 million customer interactions annually across multiple channels (phone, email, mail, IVR, and digital platforms).

- Ensure compliance with federal, state, and local regulations, as well as company policies and service level agreements.

- Maintain strong regulatory relationships and deliver on key performance indicators.

Strategic Execution

- Develop and implement strategies to improve customer experience, first-call resolution, and operational efficiency.

- Lead cross-functional projects and collaborate with vendors and internal stakeholders to achieve business objectives.

- Drive continuous improvement initiatives focused on safety, service quality, and cost optimization.

Labor Relations & Workforce Management

- Partner with HR, Labor, Legal, and IBEW Local Union 1997 representatives to administer collective bargaining agreements effectively.

- Optimize workforce planning, staffing, and scheduling to meet budgetary and service goals.

- Manage overtime and expenses within established financial targets.

Employee Engagement & Leadership

- Inspire and empower teams through clear communication, coaching, and recognition.

- Foster a culture of collaboration, learning, and accountability.

- Lead operational managers and supervisors to achieve performance excellence.

Qualifications

Education

- Required: Bachelor’s degree in business, Economics, Technology, or related field (or equivalent experience).

- Preferred: MBA or advanced degree.

Experience

- Required: 5–7 years of progressive leadership experience in customer care or operations within utilities or similar industries.

- Preferred: Proven success managing large teams (75+ employees) and delivering measurable results.

Skills & Competencies

- Strong understanding of contact center technologies, workforce management, and performance analytics.

- Demonstrated ability to lead process improvement and implement strategic initiatives.

- Excellent communication, coaching, and conflict resolution skills.

- Preferred: Experience in unionized environments is highly valued but not required; familiarity with labor relations is a plus.

Technical Proficiency

- Required: MS Word, MS Excel, MST Platform (intermediate level), presentation skills, and gap analysis.

- Preferred: Project management and organizational development knowledge.

Working Conditions

- Primary Location: Riverdale, GA.

- Travel: 10–30% (including site visits, conferences, and meetings).

Disclaimer

This information describes the general nature and level of work performed by employees in this job. The description is not designed to be a comprehensive inventory of duties, responsibilities and qualifications required in the job. Reasonable accommodations may be made to qualified disabled individuals for performance of essential duties and responsibilities. About Southern Company Gas

Southern Company Gas is a wholly owned subsidiary of Atlanta-based Southern Company (NYSE:SO), America’s premier energy company. Southern Company Gas serves approximately 4.2 million natural gas utility customers through its regulated distribution companies in four states and approximately 600,000 retail customers through its companies that market natural gas. Other nonutility businesses include investments in interstate pipelines and ownership and operation of natural gas storage facilities. For more information, visit southerncompanygas.com .

Southern Company (NYSE: SO ) is a leading energy provider serving 9 million customers across the Southeast and beyond through its family of companies. Providing clean, safe, reliable and affordable energy with excellent service is our mission. The company has electric operating companies in three states, natural gas distribution companies in four states, a competitive generation company, a leading distributed energy solutions provider with national capabilities, a fiber optics network and telecommunications services. Through an industry-leading commitment to innovation, resilience and sustainability, we are taking action to meet customers' and communities' needs while advancing our goal of net-zero greenhouse gas emissions by 2050. Our uncompromising values ensure we put the needs of those we serve at the center of everything we do and are the key to our sustained success. We are transforming energy into economic, environmental and social progress for tomorrow. Our corporate culture has been recognized by a variety of organizations, earning the company awards and recognitions that reflect Our Values and dedication to service. To learn more, visit www.southerncompany.com .

Southern Company invests in the well-being of its employees and their families through a comprehensive total rewards strategy that includes competitive base salary, annual incentive awards for eligible employees and health, welfare and retirement benefits designed to support physical, financial, and emotional/social well-being. This position may also be eligible for additional compensation, such as an incentive program, with the amount of any bonus/awards subject to the terms and conditions of the applicable incentive plan(s). A summary of the benefits offered for this position can be found here https://seo.nlx.org/southernco/pdf/SOCO-Benefits.pdf . Additional and specific details about total compensation and benefits will also be provided during the hiring process.

Southern Company is an equal opportunity employer where an applicant's qualifications are considered without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, sexual orientation, gender identity or expression, or any other basis prohibited by law.

Job Identification: 16208

Job Category: Customer Service

Job Schedule: Full time

Company: AGL Services Company