Service Line Program Manager

Our purpose is to make life better for people by delivering water for life. Our mission is to provide customer with high-quality water and services at a reasonable cost while promoting the preservation of watershed lands and aquifers. Our vision is to be an innovative water utility that sustains life, strengthens our communities and protects natural resources for future generations. Our STARS values are Service, Teamwork, Accountability, Respect and Safety.

About the RWA:

At the South-Central Connecticut Regional Water Authority (RWA), we provide more than just water—we deliver life-sustaining resources to nearly 430,000 consumers every day. As a nonprofit public corporation driven by our commitment to excellence and community, we take pride in being responsible stewards of over 28,000 acres of watershed land, ensuring the sustainability of our environment for future generations. Guided by the principles of Conscious Capitalism, we believe in the power of business to make a positive impact on the region we serve. When you join RWA, you have more than a job, you have a purpose and will become part of a team that values integrity, environmental stewardship, and community service. You’ll work with purpose, knowing that every drop of water we deliver makes a difference, and that our customers trust us to uphold the highest standards of reliability, sustainability, and care.

JOB SUMMARY:

The Service Line Program Manager will lead a team responsible for ensuring the smooth, efficient, and scalable operation of the Homeowner Safety Valve services. This role owns the end to end performance of the portfolio, developing and executing a strategic roadmap to identify, measure, and implement process improvements and operational efficiencies that increase customer satisfaction, service adoption, and overall awareness. The Service Line Program Manager will define success metrics, analyze performance trends, and continuously optimize service delivery based on customer needs and business objectives.

The role includes oversight of key technology and service vendors to ensure platforms, integrations, and tools effectively support business operations, meet service level expectations, and scale with demand. This manager will also be accountable for data management and insights, ensuring data accuracy, governance, and meaningful analysis to inform decision making, forecasting, and budgeting. In close partnership with marketing and communications teams, the role will support customer education and engagement initiatives by aligning service capabilities with product positioning, messaging, and data driven outreach strategies.

Responsibilities: 1. Team Leadership: Supervise and direct the daily activities of four staff members, ensuring high performance and professional development.

2. Customer Resolution: Serve as the primary contact for complex customer inquiries, resolving issues to the satisfaction of both the customer and the company.

3. Operational Oversight: Manage day-to-day operations, from routine Safety Valve functions to more complex customer service issues.

4. Contractor Management: Establish professional relationships with contractors, supervise repair work, and approve all repair invoices.

5. Coordination: Oversee the work of the Safety Valve Field Coordinator and ensure the coordination of site visits, repairs, and timelines are clear to ensure contractor work quality, efficiency, and customer satisfaction

6. Program Management: Manage the Water, Sewer, and In-Home Plumbing programs, acting as the managerial contact for contractor requirements and customer inquiries

7. Financial Oversight: Review and approve all invoices from repair contractors and other vendors and assist with the annual budget process.

8. Reporting: Prepare detailed weekly and monthly reports for senior leadership and provide updates to contract clients.

9. Marketing: Schedule and manage monthly marketing campaigns, working with vendors to ensure timely release of materials.

10. Administration: Maintain active contract files, prepare for renewals and RFPs, and respond to bids by established deadlines.

11. Technology: Oversee the functionality and optimization of all software programs, SaaS services, and data/reporting tools to ensure accurate customer data, contract management, enrollments, payment processing, reporting, analytics, and marketing activities.

12. Other Duties: Perform various other tasks as assigned to support the team.

QUALIFICATIONS:Educational Requirements:

- Bachelor’s degree in business, marketing, or related field.

Experience/Skills/Abilities:

- 5 years of experience in a related field. Preferably water or sewer utilities

- Strong analytical, decision-making, and troubleshooting skills.

- Excellent interpersonal, communication, leadership, and organizational skills.

- Ability to work independently and make decisions with minimal supervision.

- Proficiency in Word, Windows, Excel, PowerPoint, email, and various SaaS tools.

- Detail-oriented with the ability to manage multiple tasks simultaneously.

- Availability for early morning and late evening meetings with contract clients as needed.

Why Join the RWA?

- Be part of a forward-thinking organization that values innovation, collaboration, and continuous improvement

- Enjoy opportunities for career growth and professional development

- Competitive benefits package

The RWA’s comprehensive benefits package includes:

- Medical, dental, vision, and life insurance

- Generous paid time off

- Short-term and long-term disability coverage

- 401k and tuition reimbursement plans

- Wellness Program & Incentives

South Central Connecticut Regional Water Authority (SCCRWA) will not discriminate or permit discrimination against any person or group of persons on the basis of race, color, religious creed, age, marital status, national origin, ancestry, sex, gender identity or expression, sexual orientation, intellectual disability, mental disability or physical disability including, but not limited to, blindness, (unless such disability, even with reasonable accommodation, prevents the applicant from being able to perform the work involved), or in any manner prohibited by the laws of the United States or of the State of Connecticut. Further SCCRWA will not retaliate against or condone retaliation against any person or group of persons who oppose actions, treatment or conduct that they believe to be discriminatory.