Director – Process Improvement

Role Overview

• Manage enterprise-wide initiatives to drive performance improvements, data-driven decision-making, and customer-centric transformation across Avangrid’s Networks utility operating companies
• Focus on implementing best-in-class operational strategies and ensure alignment with Customer Experience (CX), regulatory, and business goals
• 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

Requirements

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

Tech Stack

• Python
• SQL
• Tableau

Benefits

• 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