Southern Company Customer Operations Director in Atlanta, Georgia

Customer Operations Director


Customer Operations Director

Exempt Level 09

Job Summary

This position is responsible for providing functional leadership and strategic direction for Customer Operations. Customer Operations is responsible for the collection of all field data needed to accurately bill all Georgia Power Company customers for electric usage and timely collection of revenue. This includes the following departments that serve 2.4 million customers: AMI, CFS, Credit & Collections, Billing Services, New Service Delivery, and Dispatch.

Job Requirements:

  • Bachelor’s Degree preferred.

  • Must be able to lead, develop and set strategy from a functional statewide perspective for a large diverse work force.

  • Strong organizational and change leadership experience

  • Ability to attract top talent and build high performing teams.

  • Ability to lead and operate in fast-paced, real-time operational environment with changing business dynamics.

  • Broad knowledge of the utility business functions including Customer Service Sales, Distribution, Transmission, Generation, External Affairs, and other Corporate Organizations

  • Knowledge of automated metering technologies, field operations/new service delivery, credit and collections, and billing operations

Primary Responsibilities:

  • Set overall vision and strategy for Customer Operations

  • Lead and influence a diverse workforce across functional boundaries and through organizational change

  • Provide statewide functional direction for all activities related to the following: New Service Delivery, Field Service Operations, Billing Services, Credit, Collections, Revenue Protection, Support & Recovery, AMI System Oversight for GPC and other Special projects related to such as Payment Strategy and PrePay for GPC.

  • Set and manage multi-million dollar budget for all of customer operations functions plus ultimate responsibility for the $12 million dollar charge off budget for GPC

  • Ensures that Georgia Power Company policies, procedures and guidelines are followed for all activities related to service delivery, metering, collection of metered data, billing, billing adjustments, collections, operational controls, and approvals.

  • Ensures compliance and adherence for regulations outlined by Georgia PSC, Federal and State government agencies and policies.

  • Responsible for achievement of goals and metrics for operational success.

  • Partners with peers from other Operating Companies and represent Georgia Power Company on system committees to create efficiencies and garner support for key issues effecting Customer Operations.

Subject to the Georgia Power Company Smoke Free Workplace Policy: You must be free from all tobacco products (including but not limited to cigarettes, cigars, pipes, chew, snuff, patch and/or gum), at least six months prior to applying for this position.

Georgia Power is an investor-owned, tax-paying utility that serves 2.4 million customers in all but four of Georgia's 159 counties. The largest of four electric utilities that make up Southern Company, Georgia Power, has been providing electricity to Georgia for more than a century at rates well below the national average. With 4.4 million customers and more than 42,000 megawatts of generating capacity, Atlanta-based Southern Company (NYSE: SO) is the premier energy company serving the Southeast. A leading U.S. producer of electricity, Southern Company owns Alabama Power, Georgia Power, Gulf Power, Mississippi Power, Southern Nuclear, Southern Power, SouthernLINC Wireless and Southern Telecom. Southern Company also has a growing competitive generation company. Southern Company brands are known for excellent customer service, high reliability and retail electric prices below the national average. Southern Company is consistently listed among the top U.S. electric service providers in customer satisfaction by the American Customer Satisfaction Index (ACSI).

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 Type: Standard

Primary Location: Georgia-Metro Atlanta-Atlanta

Operating Company: Georgia Power Company

Job Type: Standard

Travel (Up to...): Yes, 25 % of the Time

Work Location(s):

755 Service Center - 755 Jefferson Street (755ATLANTA)

755 Jefferson Street

Atlanta, 30318

Req ID: GPC2006063