Mgr, Operations

Operations Manager Basic Function: 

This is an operational role that requires day-to-day engagement with Regional Directors in managing the business to ensure compliance with all rules and regulations, improved reliability, enhanced customer experience and strong safety culture. 

The Operations Manager will be responsible for managing internal and external service center activities associated with distribution, field service and meter reading departments to ensure the safe, reliable, and economical delivery of natural gas to our customers. 

The Operations Manager will provide direct leadership and guidance to our distribution, field service and meter reading departments to ensure that key metrics are achieved. 

The Operations Manager will focus on strategies to improve and sustain operational excellence, and great customer service for our customers. 

Duties and Responsibilities included but not limited to: 

• Directs and coordinates Service Center activities to ensure safe and economical natural gas delivery to customers Supports Distribution, Field Service/Meter Reading with all KPI goal attainment objectives.
• Measures and assesses regional performance indicators and develops strategies to improve performance (leak response, appointment attainment, above/below ground leak repairs, Read/Offs, 3yr meter inspections). 
• Partners with Resource Management to further develop and implement the Operations Model.
• Oversees route review process and sets expectations for Distribution, Field Service & Meter Reading. 
• Supports Operations with daily monitoring of workload for Distribution, Field Service & Meter Reading. 
• Ensures above/below ground leak repairs are completed in accordance with Operational plan. 
• Coordinates activities on high profile incidents. (Ex.) Outages, damages, natural disaster response 
• Builds relationships and partnerships with chambers of commerce, local corporations, HVAC distributors, real estate developers, and others to increase market share. 
• Develops effective working relationships with community and business leaders to increase market share to promote the Company as an involved corporate citizen. 
• Takes leadership role in civic and community activities; encourages employee participation. Manages contractor relationships for outside services (meter reading and above/ below ground contractors – leak repairs). 
• Maintains accurate accounting of assets and capital expenditures (e.g., meter blankets, periodic test meter blankets, commercial meter blankets, etc.). 
• Provides leadership on outside teams and work projects, to advance the Company’s business process improvement initiatives. 
• Supports O&M budget management through accurate accounting of assets and capital expenditures. Monitors and reports on variances. Provides explanations and takes appropriate action on shortfalls and variances 
• Manages staff selection, development, and retention. 
• Coaches, provides feedback, and evaluates performance of staff. 
• Enforces organizational policies and procedures. OVERSIGHT Employees reporting directly or indirectly to the Operations Manager perform or supervise the following functions for the Service Center: 
• Install and set meters and regulators
• Connect lines installed by distribution crews to lines from customer home or building
• Turn gas service on and off
• Locate gas leaks and determine appropriate actions to conduct repairs
• Update meters and re-route lines at customer request.
• Operate warehouse
• Purchase and fill orders for supplies, equipment, and tools
• Update and maintain meter history records
• Install, maintain, repair, and replace gas mains, service lines, and equipment 
• Install, monitor, and maintain cathodic protection systems and equipment used for corrosion control on gas distribution pipeline

Education and Experience: 

Required: 

• High School diploma or GED 

• 3-5 years supervisory experience 

• Proven track record of leadership and obtaining results 

• Experience working with directors and senior leadership on an individual and team basis 

Preferred: 

• BA/BS degree 

• MBA • 5-7 years gas operations experience 

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.