Senior Project Manager responsible to ensure the successful delivery of projects within specified timelines and budgets while meeting or exceeding client expectations. Involves the coordinating with all team members to ensure clarity in roles and responsibilities, while also ensuring that Brio employees and subcontractors deliver high-quality services and outputs.With a strong background in business skills, management, budgeting, and analysis, the SPM brings expertise to managing teams of 10 or more individuals and overseeing contracts exceeding $1 million in revenues. Provides management and technology consulting services to clients, both on projects directly managed as well as those managed by other project managers.Delivers and maintains professional proficiency in the relevant disciplines, ensuring that the deliverables produced are of the highest quality and aligned with client expectations.

Responsible for leading, monitoring, and developing programs, activities, and technology implementations that impact the BWL customer experience. Acts as last line of appeal for customer experience issues and concerns prior to elevation to the executive level. The position reports to the Executive Director of Customer Engagement and Communications and coordinates efforts across the organization, as they relate to the customer experience, and ensures all new customer facing initiatives within the BWL are engaging, efficient, and effectively rolled out and in line with the BWL Customer Operations / Service Vision. Manages the Advanced Metering Infrastructure Department, responsible for all aspects of the BWL’s AMI program, including network, hardware, software performance, SaaS compliance, future projects, and management of the budget and workforce.

The Manager of Customer Operations is responsible for providing exceptional customer interactions with our City of Lansing Customer/Owners. Plans, directs, and manages the day-to-day customer operations functions of Meter Reading, Field Services, Remittance Processing, Customer Billing, Payment Center, and Call Center. Managed a team of over 70 employees to include 6 supervisors and a budget exceeding $3 Million. Manages the performance of the staff. Establishes policies and practices to deliver exceptional service to internal and external customers. Maintains key performance indicators to demonstrate department performance. As Project Sponsor, responsible for the overall success of the Customer Information System replacement project and the Advanced Metering Infrastructure project, including appointing the project manager and team, defining success criteria, and ensuring the successful delivery of the project.

This role was specifically created as the result of the catastrophic ice storm that impacted the BWL service territory in 2013. The primary responsibility of this position was to rebuild the trust of the community and implement over 100 findings from the Community Review Team from the storm. Monitors social media sites for customer engagement opportunities, attends community meetings, and recommends solutions to improve customer communications and experience.

Works very closely with the Lansing Community in support of special events that promote charity, community, and environmental stewardship. Events include Silver Bells in the City, The BWL Chili Cook Off, and the BWL Hometown Power 5K to name a few. Develops and maintains relationships that foster positive interactions between the Lansing Board of Water & Light, the City of Lansing, and the Customer oweners of the BWL.

The Manager of Customer Service is responsible for providing exceptional customer interactions with our City of Lansing Customer/Owners. Plans, directs, and manages the day-to-day customer support functions of Meter Reading, Field Services, Remittance Processing, Customer Billing, Payment Center, and Call Center. Managed a team of over 70 employees to include 5 supervisors and a budget exceeding $2 Million. Manages the performance of the staff. Establishes policies and practices to deliver exceptional service to internal and external customers. Maintains key performance indicators to demonstrate department performance.

Managed the team of Coal Handlers who unloaded, moved, transported, and distributed coal for 2 power plant operations. Ensure the safe storage and handling of the fuel. Ensured team operated in a safet and efficient manner. Responsible to coordinate and maintain coal train movements with the Canadian National Rail Road.

Operates plant equipment to generate enough electrical power to meet demand; regulates flow of power between generating stations and substations. Cleans, lubricates, and maintains parts and equipment to prevent failure and degradation. Acts as the eyes and ears of the control room operator and plant supervision.

Sales specialist with Wound Care, Incontinent, and Urology products.

Sales specialist in GERD/GI, Hypertension and Cardiovascular products.