Job SummaryThis management position leads the day-to-day delivery of the Company's Customer Service & Nominations activities, a critical function serving as the face of the organization to its customers. The position translates business-unit strategy into team priorities and operating plans; manages team performance, procedures, regulatory compliance, and customer escalations; and recommends process and service improvements to senior leadership. The position executes the daily optimization program and maintains strong communications and relationships with internal and external customers. It collaborates with other core business areas to align Customer Service & Nominations activities with business-unit objectives. Work includes managing nominations, contract administration, customer service, billing and invoice activities, and daily coordination among gas control, operations, and customers. The role makes routine operational decisions within approved policies and budgets, escalates material commercial, regulatory, customer, or operational risks, and recommends strategic, policy, and staffing decisions to senior leadership. This is a working manager position requiring independent judgment, initiative, and discretion, with results reviewed through achievement of established goals and adherence to policies and procedures.
Key Accountabilities- Develops and executes team priorities and operating plans, in alignment with business-unit objectives, for the Customer Service & Nominations team.
- Directs daily nomination and scheduling activities and ensures timely resolution of exceptions.
- Oversee imbalance monitoring, resolution, and escalation in accordance with established procedures.
- Coordinates contract review, administration and implementation within applicable systems and processes.
- Manages customer service performance and resolves escalated customer issues.
- Monitors delivery of storage optimization services and recommends operational improvements.
- Ensures billing and invoice activities are completed accurately and on schedule and adheres to all internal and external audit controls
- Manages coordination among customers, gas control, and field operations.
- Administrator of nomination systems responsible for maintenance and improvements to systems, procedures, and processes in compliance with all company policies.
- Provides timely and accurate data as needed for company federal and state regulatory reporting needs.
- Coordinates team support for assigned business-unit platforms.
- Supervises, coaches, and develops employees; assigns work; monitors performance; conducts reviews; and supports hiring and workforce planning.
- Ensures appropriate staffing and coverage for daily and emergency operations and promotes consistent procedures, accountability, and cross-training
- Ensures compliance with appropriate federal and state regulations.
- Keeps abreast of current trends in industry and performs all other related duties as assigned.
Minimum Education & Experience Requirements- A bachelor's degree in engineering, business, or related field
- Seven years of job-related experience, including three years of leadership, supervisory, or team-lead responsibilities
- 3 years' experience supporting natural gas operations, with knowledge of gas pipelines, gathering, processing, and storage systems
- Knowledge of pipeline tariffs, nominations, scheduling, balancing, storage processes, and applicable federal and state regulations
- Knowledge of invoicing gas transportation, gathering and storage agreements
- Experience in using or supporting gas-management systems and related operating processes
- Experience managing customer escalations, improving processes, and monitoring team or operational performance
- Ability to manage multiple priorities and projects concurrently
- Demonstrated planning, analytical, and problem-solving skills
- Demonstrated leadership and interpersonal skills, including the ability to respond effectively to emergency situations
Other Qualifications Preferred:- Advanced knowledge of gas scheduling, nominations, balancing, or pipeline systems
- Relevant energy-industry certification or advanced degree
Other Requirements: - Availability for after-hours escalation and emergency-response support, as business needs require
- Ability to travel periodically to company or customer locations, as business needs require
Physical DemandsThe physical demands and essential job functions below are those that must be met by an employee to properly perform the integral functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. To properly perform the integral functions of this job, the employee is required to sit, stand, walk, stoop, kneel, reach, talk, hear, grasp and carry objects.
Working ConditionsWhile performing the duties of this job, the employee usually works in a business office or other appropriate location during hybrid days, with a moderate noise level.
