Director - Process Improvement

The base salary range for this position is dependent upon experience and location, ranging from:

Orange, CT - $163,000 - $204,000

Rochester, NY - $149,000 - $185,000

Augusta, ME - $149,000 - $185,000

What We Offer:

• Competitive benefits and growth opportunities

• Generous performance‑based bonuses

• 12% 401(k) match

• Comprehensive health, dental, and vision insurance

• Tuition reimbursement

• Professional development and clear career‑advancement pathways

For more information, please visit: Benefits - Avangrid

Job Summary:

The Director of Process Improvement will manage enterprise-wide initiatives to drive performance improvements, data-driven decision-making, and customer-centric transformation across the Avangrid’s Networks utility operating companies. This Director will focus on implementing best-in-class operational strategies and ensure alignment with Customer Experience (CX), regulatory, and business goals.

Key Responsibilities:

Lead the development and execution of process improvement strategies that improve efficiency, digital transformation, and customer satisfaction across the Avangrid operating companies.

• Lead the identification of process issues that lead to penalties in Customer Service and the development of process improvements to reduce exposure to NRAs and ROE reductions.

• Primary interface with key CS and Executive leadership for the implementation of strategic changes and improvements, including the development of executive material.

• Lead change management for process improvements across the CS, CX and Digital business lines.

• Translate analytics into strategic recommendations and lead business case development for key CX and operational initiatives.

• Lead the strategic development of Root Cause Analyses (RCA) driving negative or degrading performance for key CS KPIs. 

• Collaborate closely with leaders in Customer Service, Elec/Gas Operations, Digital Platforms, Regulatory, and IT to deliver cross-functional performance improvements.

• Oversee program governance and continuous improvement for initiatives such as digital transformation, and customer operations.

• Mentor and develop a high-performing team of managers, analysts, and operational excellence professionals.

• Support regulatory filings, audits, and rate case strategies by delivering accurate, data-supported analysis and narratives.

• Travel approximately 20% to utility locations, partner meetings, and executive forums across Avangrid’s service territories.

Required Qualifications:

Education:

• Bachelor’s degree in Business, Engineering, Data Science, Operations Management, or a related field is required. Master’s degree or MBA strongly preferred.

Experience:

• Minimum of 10 years of progressive experience in operational excellence, performance management, customer experience, or business analytics.

• Minimum of 3 years of experience in a regulated utility preferred.

Technical & Functional Skills:

• Proven expertise in Agile, Lean, Six Sigma, or continuous improvement methodologies (certification preferred).

• Demonstrated experience in data analytics platforms (e.g., Power BI, Tableau, SAS, or similar tools).

• Technical Leadership experience with specific data intelligence tools including relational databases (SQL), automated pipelines and processes (Python), integrated dashboards and applications (Streamlit).

• Deep understanding of customer journey mapping, operational KPIs, and performance frameworks (e.g., Balanced Scorecard).

• Strong capability to build and manage cross-functional teams, manage large-scale change, and influence at all levels of the organization.

• Knowledge of regulatory and operational environments in energy/utilities and experience supporting rate case submissions and leading hearing discussions.

Other Requirements:

• Strong communication, executive presence, and stakeholder engagement skills.

• Ability to manage multiple priorities in a complex, matrixed organization.

• Willingness to travel approximately 20% of the time across Avangrid locations.

Preferred Qualifications:

• Experience with Generative AI, Large Language Models, and Machine learning.

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Company:

Mobility Information

Please note that any applicant who is not a citizen of the country of the vacancy will be subject to compliance with the applicable immigration requirements to legally work in that country.

At Avangrid we provide fair and equal employment and advancement opportunities for all employees and candidates regardless of race, color, religion, national origin, gender, sexual orientation, age, marital status, disability, protected veteran status or any other status protected by federal, state, or local law.
If you are an individual with a disability or a disabled veteran who is unable to use our online tool to search for or to apply for jobs, you may request a reasonable accommodation by contacting our People and Organization department at [email protected].

Avangrid employees may be assigned a system emergency role and in the event of a system emergency, may be required to work outside of their regular schedule/job duties. This is applicable to employees that will work in Connecticut, Maine, Massachusetts, and New York within Avangrid Network and Corporate functions.  This does not include those that will work for Avangrid Power.

Avangrid employees may also be assigned a NERC Reliability Standards compliance role supporting Critical Infrastructure Protection (CIP) and/or Operations and Planning (O&P) responsibilities. This is applicable to employees that will work in electric transmission, operations, and cyber security business areas in Connecticut, Maine, Massachusetts, and New York within Avangrid Network and Corporate business areas. NERC Reliability Standards compliance roles and responsibilities may include additional access protections, training, audit engagement, and required evidence retention, and will be communicated by the employee’s management.

Job Posting End Date: