Description

Under the general direction of the Director of Customer Service, the Meter Services Manager is responsible for planning, coordinating, and supervising the installation, maintenance, testing, reading, accuracy verification, disconnection/reconnection activities, and operational efficiency of all meters, including those supported by Advanced Metering Infrastructure (AMI). This position ensures accurate, timely, and efficient meter data collection to support billing, customer service, and operational goals. The Meter Services Manager develops and monitors key performance indicators, prepares reports, analyzes trends, and implements process improvements to enhance service reliability. The role ensures compliance with industry standards, regulatory requirements, and Authority policies, and is critical to the Authority’s ability to accurately measure usage, invoice customers, and support financial stability.

Requirements

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Lead and manage the Meter Services and Meter Reading team, including supervisors, technicians, and readers.
• Oversee scheduling, workload distribution, and resource allocation for meter installations, maintenance, troubleshooting, reading operations, and disconnection/reconnection activities.
• Manage the disconnection and reconnection process, ensuring accuracy, compliance, and timely execution; develop procedures to reduce errors and customer complaints.
• Manage vehicle assignments, rotations, repairs, and usage; coordinate with Fleet and Safety teams as needed.
• Foster a culture of safety, accountability, and continuous improvement.
• Provide training, performance evaluations, and professional development; recommend personnel actions including promotions, transfers, and disciplinary measures.
• Ensure the integrity and reliability of AMI data for accurate billing and analytics; resolve communication issues.
• Collaborate with IT, Customer Accounts, Customer Service, ViEnergize, vendors, and contractors to maintain reliable meter data and support service workflows.
• Develop and enforce SOPs for meter reading, installation, testing, calibration, maintenance, and disconnection/reconnection.
• Ensure compliance with industry standards, regulatory requirements, legislative mandates, and Authority policies.
• Manage inventory of meters, iPads, parts, tools, and other resources.
• Prepare daily, weekly, monthly, and annual reports for stakeholders; monitor operations, work orders, disconnections, and troubleshooting.
• Define, monitor, and report on KPIs such as read accuracy, timeliness, completion rates, and disconnection/reconnection performance.
• Analyze meter and service data for trends, anomalies, and opportunities for process improvement.
• Implement strategies to reduce estimated or skipped reads, operational errors, work order backlogs, and disconnection/reconnection delays.
• Partner with Customer Service, Billing, and Engineering to resolve customer issues and improve processes.
• Provide technical expertise to customers, contractors, and regulators during meetings and reviews.
• Evaluate and implement emerging technologies, including automation and smart metering advancements.
• Assist Customer Accounts with review of edit runs to ensure reading errors are corrected prior to billing.
• Assist in departmental budget preparation and cost-control measures.
• Approve staff time and attendance records.
• Address employee concerns and, when necessary, collaborate with union representatives to resolve disputes or grievances.

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

REQUIRED KNOWLEDGE, SKILLS & ABILITIES:

•  Strong leadership and team management skills.
•  Analytical, data-driven decision-making ability.
•  Proficiency with utility management software and Microsoft Office Suite (Excel expertise required).
•  Excellent communication, problem-solving, and organizational skills.
•  Knowledge of utility operations, metering systems, electrical distribution, and related  regulations.
•  Proficiency in meter testing, troubleshooting, and calibration.
•  Ability to interpret technical diagrams, policies, and regulations.
•  Budgeting and cost-control experience.
•  Ability to manage multiple priorities in a fast-paced environment.
•  Ability to develop and implement policies, SOPs, and improvement initiatives.
•  Ability to establish and maintain collaborative working relationships.

SPECIAL REQUIREMENTS:

•  Must possess a valid Virgin Islands driver’s license.
•  Must maintain reliable transportation and ensure Authority-issued equipment (e.g., vehicles, communication devices) are properly maintained.
•  Must maintain reliable access to a personal telephone or mobile device to ensure availability for communication.
•  Must be available to work necessary hours, including evenings and weekends, to meet operational needs.

EDUCATION & EXPERIENCE:  Bachelor’s degree from an accredited college or university in Electrical Engineering, Utility Management, Business Administration, or a closely related field preferred; Equivalent combinations of education, training, and extensive related experience will be considered.

• Six (6) years of progressively responsible experience in utility meter operations, AMI systems, or electrical distribution work preferred; Substantial industry experience may substitute where appropriate.
• Three (3) years of supervisory or management experience overseeing meter service operations is a plus and may be weighed against other demonstrated leadership experience.
• Certification in meter testing and safety practices preferred.

Note: Equivalent combinations of education, training, and experience may be considered at the discretion of the hiring manager.

SAFETY REQUIREMENTS:

•  Must possess a thorough knowledge of safety regulations applicable to electric meter service work.  
•  Must wear proper personal protective equipment (PPE) at all times.