Supervisor II, Customer Experience

Description

Supervisor II, Customer Experience will provide leadership and operational oversight across critical customer-facing operations at MLGW. This position sets the tone for excellence by developing people, improving processes, solving systemic issues, and ensuring day-to-day operations are conducted with urgency, clarity, and accountability within the Customer Experience & Energy Services Business Unit — Residential and Business Care Centers, Customer Advocacy, Billing Services, Service Dispatch, Credit & Community Offices, and Credit Operations and Workforce Management. Supervisor II serves as a trusted operational leader, empowering frontline teams, supervising complexity, and bringing MLGW’s Customer Experience modernization vision to life through visible, lasting improvements that both strengthen employee engagement and elevate the Customer experience.

ESSENTIAL DUTIES
Directly oversee Supervisor I positions and/or larger frontline teams across multiple functions within Customer Experience. Set expectations, model leadership behaviors, and ensure consistent execution of MLGW standards. Oversee complex, high-volume operations across areas such as Call Centers, Billing & Payment Services, Service Dispatch, Meter to Cash, and Credit & Community Offices. Use metrics and dashboards to improve outcomes, reduce inefficiencies, and deliver reliable service. Build high-performing teams by fostering a culture of trust, psychological safety, collaboration, and performance. Provide coaching, feedback, and direction that promotes shared purpose and results. Resolve escalated issues with a systemic lens, ensuring root causes are addressed. Provide guidance in high-pressure situations with calm, confident decision-making. Translate MLGW’s Customer Experience modernization strategy into daily operations. Align teams around goals, support adoption of new technologies and processes. Ensure successful adoption, measurable outcomes, and sustained improvements. Support employee development by mentoring Supervisor I team members, facilitating training, and addressing morale, performance, or engagement challenges proactively. Leverage KPIs, workforce metrics, and customer feedback to drive improvements. Identify patterns, anticipate risks, and course-correct. Serve as a connective leader between frontline operations and other departments. Ensure handoffs are smooth, customers experience consistency, and organizational silos are broken down. Perform other duties as assigned.

Qualifications

LICENSES AND CERTIFICATIONS
A valid driver’s license from state of residence is required.

EDUCATION
Bachelor's degree with a concentration in Business Administration, Public Administration or related field OR associate's degree in a related field OR High School Diploma is required.

EXPERIENCE
Bachelor's degree in business administration, Public Administration, or a closely related field with a minimum of two (2) to four (4) years’ experience OR Associate's degree in a related field with a minimum of four (4) to six (6) years of experience OR a High School Diploma/GED with a minimum of six (6) to eight (8) years’ experience in a progressive leadership high-volume, customer-facing operations such as Call Centers, Billing & Payment Services, Service Dispatch, Meter to Cash, Credit & Community Offices, or similar environments is required. Must have a proven record of progressive leadership and outstanding results in utility or customer-facing operation. Must include least 2 years in a formal leadership role with responsibility for coaching employees, managing performance, and delivering measurable results and demonstrated success in leading teams through operational change, improving processes, and resolving escalations with a focus on systemic solutions is required.

ADDITIONAL INFORMATION
Must successfully complete Supervisor Assessment center within 90 days of hire. Must successfully complete NIMS Training within One (1 ) year of entering job. Strategic and results-oriented leader with proven success guiding teams through change in complex, high-demand, and unionized environments. Combines operational discipline with a people-first approach, leveraging data and technology to drive performance, solve problems, and track measurable improvements. Committed to safety, equity, and effective collaboration across all levels. Work in the office most of the time under good conditions. Physical Demands: Requires sedentary work involving standing or walking for brief periods, exerting up to 10 pounds of force on a regular basis; and some dexterity in operating office equipment.

THIS LIST OF ESSENTIAL FUNCTIONS IS NOT EXHAUSTIVE AND MAY BE SUPPLEMENTED AS NECESSARY.

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