Director – Process Improvement

Iberdrola

Director of Process Improvement managing enterprise-wide performance initiatives, implementing operational strategies for Avangrid’s Networks utility companies. Leading process improvements and customer-centric transformation across the organization.

Posted 5/3/2026full-timeOrange • Connecticut, Maine, New York • 🇺🇸 United StatesLead💰 $149,000 - $204,000 per yearWebsite

Tech Stack

Tools & technologies

PythonSQLTableau

About the role

Key responsibilities & impact

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

What you’ll need

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

Benefits

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

operational excellenceperformance managementcustomer experiencebusiness analyticsAgileLeanSix Sigmadata analyticscustomer journey mappingperformance frameworks

Soft Skills

leadershipcross-functional team managementchange managementinfluencecommunicationexecutive presencestakeholder engagementmulti-priority managementmentoringstrategic recommendations

Certifications

Lean certificationSix Sigma certification