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American Water Supervisor Operations Support--New Services (Water/Wastewater Utility) in Scranton, Pennsylvania

Pennsylvania American Water is looking for a Supervisor, Operations Support who will work with our Operations teams across Pennsylvania to provide exceptional service to our customers. The ideal candidate will be someone who leads by example, collaborates with various departments, exibits proficient computer skills, and is attentive to detail. This is a /brand new /position and this is an exciting time to join our Business Performance team.

American Water offers a great benefits package including insurances, 401k with company match, wellness programs, and so much more!

  • Primary Role*

  • Responsible for supervising a department responsible for providing analytic, financial and process support to Operations on critical business needs. Develops, modifies and implements effective and efficient processes, programs and controls, championing innovation and best practices. Complies and analyzes key performance indicators, makes recommendations for process improvements, and acts as liaison between financial and operating management on budgeting and financial reporting matters.

  • Responsible for the implementation and supervision of the new service process for the state. Must be able to work cross functionally with other departments, while driving continuous improvement to ensure efficient and effective end to end processes are developed, monitored and maintained. Also responsible for overseeing the Cross Connection department to ensure regulatory compliance according to tariff rules and regulations.

  • This position can sit in Scranton, PA or Carnegie, PA*

  • Key Accountabilities*

  • Partners with business leaders to develop and direct cost effective solutions that meet customers' expectations and technical requirements.

  • Encourages best practices and innovation throughout operational areas, and works collaboratively to mitigate business risks.

  • Defines and documents processes and manages execution to ensure compliance.

  • Provides training to Operations staff on business processes and systems.

  • Leads, directs and motivates staff, fosters the coaching and development of employees, and encourages knowledge sharing and open communication among employees and internal customers.

  • Develops and analyzes performance management information for Operations and Finance, including customer service, financial performance, regulatory compliance and other Operations' key performance indicators.

  • Makes recommendations to improve performance in these areas.

  • Coordinates and prepares data required for monthly, quarterly and annual closings.

  • Manages the preparation and distribution of standard field operations contracts. Prepares RFPs, tabulates bids, sends award notices, and obtains insurance certificates. Supports Business Development by analyzing new account transfer requirements. Ensures new accounts are available on system at the time of acquisition integration so thatanticipated revenue streams materialize.

  • Provides analytical, process and administrative support for Operations' regulatory compliance programs.

  • Generate data to initiate annual meter change program, contact customers via letter and phone as needed, ensures records are accurately maintained, and develops documentation of compliance based on best demonstrated practice process.

  • Continued*

  • Coordinates cross connection and non revenue water related programs with Operations' staff, and exercises discretion in determining appropriate action including disconnection of water service.

  • Owns and manages various internal and SOX key controls for Operation.

  • Collaborate with state operations leads, CSC billing and collections to reduce A/R and customer call volume

  • Manages entry and/or submission of purchase orders, work orders, miscellaneous invoices, disbursements and contractor billings as needed

  • Ensures data is entered accurately, and manages collection of past due invoices.

  • Serve on special project teams for various initiatives, business development and continuous improvement efforts.

  • Knowledge/Skills*


  • Extensive knowledge of asset database (PowerPoint), JD Edwards, SAP

  • Movaris and Microsoft Office applications (Excel, Word, Access).

  • Understanding of financial reporting requirements, methods of process development and analysis, and use of analytical tools.

  • Understanding of financial reporting requirements, methods of process development and analysis, and use of analytical tools.

  • Understanding of Sarbanes-Oxley principles and requirements.

  • Expert knowledge of internal company processes relevant to this position.


  • Excellent analytical, quantitative, problem solving and decision making skills.

  • Strong planning, organizational and project management skills.

  • Ability to utilize multiple methods of analysis.

  • Strong leadership skills and the ability to build productive working relationships with other functions, lead cross-functional teams, and motivate and develop staff.

  • Ability to communicate effectively at all levels of the organization and with external stakeholders.

  • Strong focus on quality and customer service.

  • Ability to effectively train others in systems and processes.

  • Ability to lead change and learn new systems (SAP).

  • Experience/Education*

  • Minimum of five (5) years experience managing or supervising a function and its staff.

  • Experience using analytical tools and defining and documenting processes.

  • Experience communicating directly with external customers.

  • Experience in training others in systems and processes.

  • Bachelor's Degree in business, management or related field required.

  • Equivalent experience may be substituted for education.

  • Travel Requirements*

  • Occasional day or overnight travel required.

  • Valid driver's license required.

  • Work Environment*

  • Office environment, with some time spent in field office locations.

  • Position will work Monday-Friday, dayshift.

  • Competencies*

Prioritizes & Role Models Safety


Develops Talent

Plans, Aligns, & Directs

Drives Engagement

Decision Quality

  • Join American Water...We Keep Life Flowing*™

  • American Water is firmly committed to Equal Employment Opportunity (EEO) and prohibits employment discrimination for employees and applicants* based on his or her age, race, color, pregnancy, gender, gender identity, sexual orientation, national origin, religion, marital status, citizenship, or because he or she is an individual with a disability, protected veteran or other status protected by federal, state, and local laws.