Meter Operations Manager

Veolia in North America is the top-ranked environmental company in the United States for three consecutive years, and the country’s largest private water operator and technology provider as well as hazardous waste and pollution treatment leader. It offers a full spectrum of water, waste, and energy management services, including water and wastewater treatment, commercial and hazardous waste collection and disposal, energy consulting and resource recovery. Veolia helps commercial, industrial, healthcare, higher education and municipality customers throughout North America. Headquartered in Boston, Veolia has more than 10,000 employees working at more than 350 locations across North America.

Position Purpose: 

The Manager of Meter Operations plays a crucial role in upholding Veolia’s commitment to customer experience. This position involves providing leadership and direct oversight to the Meter Operations organization within the customer operations division. The incumbent is expected to optimize performance in planning and scheduling, meter reading, regulatory meter change compliance, collections, management of large and strategic meters, backflow compliance, and meter data analytics/collection for over 200,000 meter connections.

Primary Duties/Responsibilities: 

• Lead employees involved in the installation, maintenance, and reading of the Company's residential, commercial, and industrial metering systems. Performance management of the team will be conducted using defined key performance indicators and other relevant metrics.
• Directs the activities of the Supervisor(s) who are responsible for overseeing daily department activities including the hydrant rental meter program, meter installations, meter changes, meter reading, high bill investigations, testing, maintaining the Advanced Meter Infrastructure and repairing meters.
• Responsible for tracking and reporting all aspects of new service orders from the time it is released to the Meter Services Department up to and including ensuring the first bill has been generated in the billing system.
• Manages the meter test benches certifications and testing activities, including the organization and utilization of meter testing data to meet regulatory requirements and drive decisions related to the company’s meter assets. Provide yearly compliance reporting to the utility regulators.
• Work cross-functionally with other teams across Veolia to ensure optimal management of the meter systems assets, effective appointment scheduling and service order generation, and successful account inquiries/troubleshooting.
• Prioritize, plan and implement meter field services and meter data policies and procedures to ensure alignment with best-in-class standards.
• Performs ordering, approving, and accurate inventory procedures for department materials.
• Perform field inspections periodically from a quality control and safety (managerial safety visit) aspect for all meter related field work.
• Repairing/reprogramming the automatic meter reading system as needed.
• Investigates and resolves routine problems with plumbers, contractors and customers.
• Develops and monitors meter reading schedules to ensure all cycles are read timely and within appropriate bill windows in the company’s billing system, while minimizing estimated reads.
• The incumbent ensures that all activities are carried out efficiently and in accordance with standards and regulations set forth by management and our utility regulators.
• Consults with the Supervisor(s) regarding department operations and objectives, personally resolving significant or complex problems/escalations and when required, personally inspecting department projects. Working with the supervisor, the incumbent develops and closely monitors workforce efficiency usage plans on a monthly and yearly basis.
• Works closely with other departments across Veolia to ensure all operational technologies and processes are in place and functioning appropriately.
• Manages and holds accountable outside contractors hired to install meters for compliance or automatic meter reading devices.
• The Manager prepares budgets and submits periodic reports on a daily, monthly, quarterly and yearly basis.
• Ensures that proper attention is given to meter installations requiring special instructions. The incumbent may also become personally involved in situations where service has been interrupted to major accounts or situations affecting a substantial amount of customers.
• Responsible for maintaining an adequate inventory of small and large domestic meters, installations, changing, repairing and testing of large meters, servicing of fire meters and preparation and submission of required reports.
• Responsible for the meter aged compliance program and the large/strategic meter change out programs. These programs require the changing of meters of certain sizes at specified time intervals.
• Ensures that all staff receive adequate training in job skills and safety. Meets monthly with staff to ensure adequate communication and alignment in the meter department.
• In partnership with the Revenue Assurance team, the incumbent remains abreast of new products, equipment and techniques in the meter field and makes recommendations for updating or improving existing equipment. In this regard, the incumbent meets with representatives from various manufacturers and other water companies.
• Oversees a team that manages emergency field visits after hours. May be required to go out in the field to support and resolve emergency situations.
• Manage and review all meter related reporting and metrics.
• Maintains understanding of the cross-connection control program, to ensure backflow devices for required customer meter installations.
• Works closely with the new business department to ensure proper installation of new sets and sees the process through from start to finish.
• Assist and provide support, testing and materials to other meter departments across the New Jersey division.
• Collaborates with transportation, system maintenance, engineering and construction departments to align operations and coordinate special projects
• Responsible for deploying initiatives that help reduce non-revenue water.
• As requested, manages other initiatives such as, but not limited to, system enhancement projects, new program implementation etc.

Work Environment:

• Some travel will be required.

Education/Experience/Background: 

• B.S. degree in business or related field, MBA preferred.
• 10+ years of experience leading service operations.
• Experience managing in a union environment is beneficial.

Knowledge/Skills/Abilities: 

• Knowledge of meter changes, plumbing, operations, repair as well as backflow prevention devices preferred.
• Excellent interpersonal and organizational skills
• Demonstrated ability to work both autonomously and as part of a team in a fast-paced, matrixed environment.
• Working knowledge of workforce management tools and technology.
• Working knowledge of customer information systems (CIS).
• Working knowledge of Google products – Sheets, Docs, Gmail, - Power BI or similar tools.
• Strong analytical skills, expert-level written and verbal communication skills, and attention to detail.
• Ability to synthesize data and translate insight into relevant usable actionable strategic and tactical recommendations.
• Ability to prepare written technical reports and interact effectively and diplomatically with management and / or bargaining unit employees as well as regulators, consultants, municipal officials, health officers, customers, contractors, and the general public.

Required Certification/Licenses/Training: 

• Valid state driver’s license required.

Physical Requirements:

• Must be able to lift up to 50 lbs.
• Must be able to climb, walk, kneel, sit and stand.

Pay Range: $110000 to $115000 annually

Benefits: Veolia’s comprehensive benefits package includes paid time off policies, as well as health, dental and vision insurance. In addition, employees are also entitled to participate in an employer sponsored 401(k) plan, to save for retirement. Pay and benefits for employees represented by a union are outlined in their collective bargaining agreement.

Sick leave – 56 hours; Observed Holidays – 11 days; Vacation – Flexible Time Off

Eligible for up to 15% Annual Performance Bonus.

We are an Equal Opportunity Employer! All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

Disclaimer: The salary, other compensation, and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, subject to applicable law.