Quality Assurance Manager, Customer Solutions

Closing Date to Apply: May 7th, 2026

Salary: $97,323.20 to $156,707.20 USD

Typically, selected candidates are hired at an hourly rate between the minimum and midpoint of the range.

Benefits: This link below will provide you with Grant PUD’s benefit that may be available if hired, different employee types are eligible for different benefits.

Grant PUD — Unified Insurance Program (uip-wa.org)

Grant County PUD will administer a background check as part of the hiring process, if selected for this position.

Position Summary

The Quality Assurance Manager for Customer Billing and Support oversees retail and telecom billing operations, ensuring the accuracy, integrity, and compliance of billing operations, including adjustments, and reporting, as well as the effectiveness of Customer Information System (CIS) processes and controls. This role leads customer billing and support functions, ensuring timely and accurate operations in compliance with accepted accounting principles and internal control standards.

The position also manages the customer support team serving Customer Engineering and Line Departments, driving high-quality service delivery, efficient processing of new service connections, and responsive handling of customer requests. Additionally, the role develops and maintains a comprehensive quality customer service program, including performance standards, training, process improvement, and continuous evaluation, aligned with the District’s mission and strategic goals.

Essential Functions

Essential functions, as defined under the Americans with Disabilities Act, may include any of the following representative duties, knowledge, and skills. This is not a comprehensive listing of all functions and duties performed by incumbents of this class; employees may be assigned duties which are not listed below; reasonable accommodations will be made as required. The job description does not constitute an employment agreement and is subject to change at any time by the employer.

Essential duties and responsibilities may include, but are not limited to, the following:

• Lead the delivery of a high-quality customer experience by establishing service standards, modeling professional conduct, and serving as an escalation point for complex or sensitive customer issues
• Provide strategic leadership, coaching, and development for staff and supervisors, fostering a culture of accountability, continuous improvement, and service excellence
• Ensure the security, integrity, and appropriate use of confidential customer information and data within the Customer Information System (CIS)
• Establish, interpret, and enforce Customer Service policies and procedures; exercise strategic decision-making authority to ensure alignment with organizational goals, and lead enhancements to improve customer outcomes and operational efficiency
• Oversee governance, accuracy, and internal controls of CIS and Advanced Metering Program (AMP) operations, including leadership of system integration efforts and post-integration standards
• Partner with leadership to design and implement comprehensive training strategies that ensure consistent, accurate processes and regulatory compliance
• Lead continuous improvement initiatives by analyzing performance data, identifying risks, and implementing enhancements to workflows, controls, and business practices
• Define and monitor key performance indicators (KPIs), service levels, and productivity standards to drive operational effectiveness and customer satisfaction
• Collaborate cross-functionally with Customer Engineering, Line Departments, and other stakeholders to align priorities and deliver coordinated customer solutions
• Provide end-to-end accountability for new construction billing processes and service connection operations to ensure accuracy, efficiency, and scalability
• Serve as the primary liaison with IT leadership to prioritize system enhancements, resolve critical issues, and align technology solutions with business objectives
• Act as a key member of the Customer Solutions leadership team, providing guidance, decision support, and backup for leadership as needed
• In this position, if needed to operate a GPUD vehicle for business purposes, please refer to the Vehicle/Asset Usage Policy, IS-TA-POL-001.
• Demonstrated commitment to Grant PUD’s mission, vision, values, strategic plan, and Grant PUD/IBEW Local 77 Code of Excellence. The incumbent should be familiar with these organizational priorities and behave in a way that aligns with these expectations.
• Understand and adhere to compliance requirements for this position that may include laws, regulations, security guidelines, Grant PUD policies & procedures.
• Actively participate in all aspects of our safety program, including but not limited to:
• Following all safety policies and procedures;
• Alerting supervisors and coworkers to unsafe or hazardous working conditions;
• Reporting any safety incidents or close calls within 24 hours to your supervisor; and
• Accepting feedback from supervisors and coworkers regarding your own safety performance.
  
  

Required Qualifications (Education, Experience, Licenses & Certifications)

• Bachelor’s degree in business, finance, customer service, marketing, or related field OR 2 additional years of relevant experience in lieu of degree.
• Five (5) years’ progressively responsible experience in customer service, accounting, finance, or related profession, which includes two (2) years of people leadership.
  
  

Preferred Qualifications (Education, Experience, Licenses & Certifications)

• Experience within the utility industry for meter-to-cash billing processes and related quality controls.
  
  

Other Knowledge, Skills & Abilities

• Customer service standards and best practices
• Leadership and staff development methods that drive performance and accountability
• Financial principles, billing operations, internal controls, and budgeting practices
• Customer Information Systems (CIS), advanced metering, and related technologies
• Process improvement and performance management practices
• Leading and influencing teams in a complex, cross-functional environment
• Analyzing issues, making sound decisions, and resolving problems with limited data
• Effective written and verbal communication, including handling escalated situations
• Managing priorities, workflows, and multiple operational demands
• Using Microsoft Office and specialized billing, financial, and customer service systems
• Build effective working relationships with internal and external stakeholders
• Drive continuous improvement and operational efficiency
• Interpret and apply policies, procedures, and regulatory requirements
• Maintain confidentiality and ensure data integrity
• Lead change and align operations with organizational goals
  
  

Physical Requirements

• Position may be eligible for hybrid work arrangement: ☒Yes ☐No
• Majority of work is performed in a standard office setting.
• Will perform work onsite at the locations of the assigned Business Units
• Typical shift of employees in this position: ☒8 hours ☒9 hours ☒10 hours ☐12 hours
• For a full list of requirements, the applicant/incumbent should refer to the Physical Capacity Evaluation (PCE).
  

The statements contained herein reflect general details as necessary to describe the principal functions for this job, the level of knowledge and skill typically required, and the scope of responsibility, but should not be considered an all-inclusive listing of work requirements. Individuals may perform other duties as assigned, including work in other functional areas.