Diverse opinions, ideas, and experiences push and challenge us, as individuals and as a team, to work better and smarter. We know that the more diverse our workforce is, the better we support our customers and the diverse interests they represent. We are committed to providing an inclusive, empowering, and supportive work environment. MCE welcomes individuals from all backgrounds and walks of life as colleagues, customers and community partners.
WHAT YOU’LL DO
As the Manager of Customer Operations, you will work under the direction of the Director of Public Affairs. This position oversees a wide range of responsibilities relating to MCE’s customer service and billing operations, and supervision of staff and outside vendors who directly support these activities.
You will refine customer care standards, guide ongoing training efforts, develop plans for customer service and billing operational support, help implement new programs and initiatives, set Key Performance Indicators (KPIs) and manage the team to achieve those goals.
You’re the right fit for this role if you have both strategic and executional experience leading and scaling customer support operations.
You know how to use both qualitative customer feedback and quantitative data to constantly prioritize our work and how to make it better. You love working with customers.
You will lead a collaborative and professional team within an innovative agency that prides itself on excellence, innovation and community impact. This is an exciting opportunity for someone to lead our customer operations team and help
Bachelor of Arts or a Bachelor of Science degree in management, business, accounting, communications, marketing or a related field (Operations experience-can come from a variety of industries banking, finance, hospitality, military, education, etc.)
A minimum of six (6) years of experience in customer service/support, billing or other customer operations
At least three (3) years managerial supervisory experience in the fields listed above
Experience serving a diverse customer base.
Customer Service best practices including complaint resolution
Project management principles and best practices
Vendor and partner management
Google docs, sheets and Microsoft Excel, PowerPoint and Word, project management collaboration tools
Customer Relationship Management (CRM) platforms
Additional Salary Information: Salary Range for the position of Manager of Customer Operations
Internal Number: 06222020
About MCE: As California’s first Community Choice Aggregation Program, MCE is a groundbreaking, not-for-profit, public agency that has been setting the standard for energy innovation in our communities since 2010. MCE offers cleaner power at stable rates, significantly reducing energy-related greenhouse emissions and enabling millions of dollars of reinvestment in local energy programs. MCE is a load-serving entity supporting a 1,000 MW peak load. MCE provides electricity service to more than 480,000 customer accounts and more than one million residents and businesses in 34 member communities across four Bay Area counties: Contra Costa, Napa, Marin and Solano.