Manager of Process Improvement

OUC - The Reliable One, is presently seeking a Manager of Process Improvement to join the Customer Experience & Sales division. At OUC, we don't just work - we're building a bright future of innovation and transformation for future generations.

We are seeking a strategic, transformation-minded leader with strong collaboration and process management expertise to drive enterprise-level improvements across OUC's operations. This professional will champion initiatives that modernize operational workflows, enhance service delivery, and align processes with organizational goals.

In this role, you will be responsible for managing the identification, prioritization, and execution of business process improvement efforts across the organization. You will lead cross-functional analyses of process performance, customer insights, and feedback mechanisms to uncover root causes of inefficiencies and service gaps. Leveraging methodologies such as LEAN and Six Sigma, you will guide business stakeholders through the development and implementation of solutions that improve efficiency, elevate customer satisfaction, and reduce costs.

OUC's mission is to provide exceptional value to our customers and community by delivering sustainable and reliable services and solutions. Click here to learn more about what we do.

The ideal candidate will have:

• Bachelor's Degree in Business Administration, Accounting, Finance or related field from an accredited college or university;
• Minimum of seven (7) years of progressive experience in billing, customer service, accounting/finance, or accounts receivables management;
• Experience in the utilities industry, preferred;
• Minimum three (3) years of experience in managing and supervising employees;
• Special training to be completed within the first six (6) months of hire: Customer Care & Billing (CC&B).
• LEAN or Six Sigma Green Belt certification (preferred).
• Hands-on experience with process re-engineering and transformation initiatives.
• Proven ability to lead process mapping and journey mapping sessions across cross-functional teams.
• Experience using process improvement and project management tools such as Visio, Jira, or Asana (preferred).

OUC offers a very competitive compensation and benefits package. Our Total Rewards package includes, to cite a few:

• Competitive compensation
• Low-cost medical, dental, and vision benefits and paid life insurance premiums with no probationary period. Retirement benefits include a cash balance account with employer matching along with a health reimbursement account
• Paid vacation, holidays, and sick time
• Paid parental leave
• Educational and Professional assistance programs; Paid Memberships in Professional Associations
• Access to workout facilities at each location
• Paid Conference and Training Opportunities
• Free downtown parking
• Hybrid work schedule

Click here to view our Benefits Summary.

Salary Range: $116,000.00 to $145,000.00 annually commensurate with experience.

Location: "The Greenest Building in Downtown"- Reliable Plaza, 100 W. Anderson St., Orlando, FL 32801

Manages the identification, prioritization, and execution of business process improvement efforts for Customer Experience operational and service units. Leads the analysis of process and performance data, customer data and information including customer feedback mechanisms and provide recommendations to improve procedures, enhance efficiency and lower costs. Leads business process owners and other business stakeholders to identify root causes of process and performance gaps, recommend solutions and develop action plans for closing gaps in performance.

• Oversee the analysis of existing Customer Experience processes, identify areas for improvement and develop and implement solutions to optimize business processes and workflow that improve efficiency, boost productivity, reduce risk or address identified needs across multiple functional areas and systems.
• Lead the creation, documentation and implementation of new business transformation initiatives to improve customer experience across a variety of functional areas including but not limited to customer service, billing, meter data management, self-service capabilities etc. to deliver best-in- class capabilities, experience and satisfaction and associated performance metrics.
• Leverage methodologies such as LEAN or Six Sigma, and change management to increase efficiency and adoption, reduce costs, errors and risks;
• Partner with customer service business area process owners and other business stakeholders across multiple business units to identify root causes of process and performance gaps and defects impacting customer experience or that create operational inefficiencies, recommend solutions and develop action plans for remediation;
• Communicate on a regular basis with stakeholders including business owner, Information Technology personnel and area management on the process improvement efforts, recommend changes, prioritization of actions, and lead the coordination and monitoring of project activities;
• Lead the team(s) to perform systematic and periodic quality checks within the customer information system and meter data management in order to understand gaps, defects and barriers to performance;
• Manage, maintain and educate business stakeholders on systems (i.e. CC&B and MDM) security roles and access capability;
• Manage and lead assigned staff to provide direction of day-to-day activities. This includes, but is not limited to, employee coaching, development, and performance evaluation;
• Support and maintain an effective work team; fosters a culture of respect and continuous learning;
• Provide input in the preparation of the business area operational and capital budgets;
• Prepare Commission Agenda Item documentation; purchase order generation, budget preparation and monitoring, and project documentation
• Perform other duties as assigned.

• Working knowledge of all, but not limited to, the following:
  • Customer information system functionality and processes;
  • Process improvement methodologies
  • Process development, interpretation, improvement and documentation
  • Analysis and interpretation of data and metrics;
  • Meter to cash operations including billing, collections, metering, etc.
  • Risk and Control management methodologies
  • Customer Journey Mapping
• Familiarity with all, but not limited to, the following:
  • Utility rates and related services, policies and regulations;
  • Meter Data Management system and processes
  • Change management;
  • Electric and water distribution and metering infrastructure;
  • Customer billing statements;
  • Software applications and tools utilized for tracking customer information, billing and related usage data;
  • Operating and maintenance budget process;
  • Related industry, organizational and departmental policies, practices and procedures; legal guidelines, ordinances and laws;
• Ability to:
  • Understand customer care, residential and commercial;
  • Understand usage data and billing relationships;
  • Exhibit excellent verbal and written communication skills;
  • Develop and present impactful and executive level presentations; explain and answer questions, persuade and influence target audience to approve recommendations;
  • Develop, read and interpret process flow documentation;
  • Make arithmetic computations using whole numbers, fractions and decimals, rates, ratios and percentages;
  • Use Microsoft Office Suite (Visio, PowerPoint, Word, Excel, Outlook, etc.) and standard office equipment (telephone, computer, copier, etc.);

• Bachelor's degree in Business, Business Process Improvement, Quality Control, or related field of study from an accredited college or university;
• Minimum of seven (7) years of experience in customer service or billing operations, to include:
• Three (3) years of experience in business process improvement;
• Prior experience with billing, customer information technology and data management technology, required.
• Experience in utility or related industry, preferred;
• Minimum of three (3) years of managerial/supervisory experience;
• Special certifications or training to be completed as indicated:
  • Process Improvement Methodology (LEAN), or Six Sigma Green Belt certification within 18 months of hire;

This job is performed in an office work environment and is absent of disagreeable working conditions.

This job consists of speaking, hearing, reading, typing and writing. This job requires frequent sitting, occasional standing and walking and may require lifting up to twenty (20) lbs., bending/ stooping, reaching over head.

OUC-The Reliable One is an Equal Opportunity Employer who is committed through responsible management policies to recruit, hire, promote, train, transfer, compensate, and administer all other personnel actions without regard to race, color, ethnicity, national origin, age, religion, disability, marital status, gender, sexual orientation, gender identity or expression, genetic information and any other factor prohibited under applicable federal, state, and local civil rights laws, rules, and regulations.

EOE M/F/Vets/Disabled