Senior Director - Customer Service

Lead strategic and operational Customer Service Operations for NYSEG or RG&E, overseeing billing, supplier relations, revenue recovery/collections, low-income outreach, customer relations call center, and escalated complaints. Drive best-in-class customer experiences while achieving regulatory outcomes, KPI performance, and zero negative revenue adjustments. Manage O&M and capital prioritization, use customer/operational analytics to improve performance, support rate case testimony, and lead/mentor high-performing, resilient teams.