Director, Customer Projects and Services
The Alberta Electric System Operator (AESO) is responsible for the safe, reliable, and economic planning and operation of the Alberta Interconnected Electric System. We provide open and non-discriminatory access to Alberta's interconnected power grid and also facilitate Alberta's competitive wholesale electricity market. The AESO strives to foster an inclusive, diverse and equitable workplace where people feel respected and welcomed for who they are, together we deliver high performance and innovative results.
Job Description
If you are a current AESO employee or contractor, please view openings and apply through our internal site at Workday.
Reporting to the Vice President, Grid Reliability Projects and Planning the Director, Customer Projects and Services will have leadership accountability for functional managers and has overall accountability for the delivery of all customer projects, managing project escalations (internal and external), and ensuring the effectiveness of the AESO Connection Process. The Director, Customer Projects and Services will also oversee regulatory, process and data services (including process development and maintenance, project and spatial data and reporting, cost estimates and regulatory application development) in support of AESO driven transmission connection and system projects.
This role involves strategic business planning, resource management, and fostering a culture of high employee engagement and positive customer experience. Internal and external stakeholder relations are critically important. The position coordinates cross functionally with other departments and business units across the AESO and is responsible for relationships with government, Transmission Facility Owners (TFOs), Distribution Facility Owners (DFOs), Market Participants and ratepayer interest groups.
Qualities to support your success in this role:
You are effective working in a high pace environment which has high customer demands and schedule pressures.
You have comprehensive knowledge and experience leading and developing people.
You are a strategic thinker and align employees to strategy and sets clear expectations.
You have strong business acumen, including a broad understanding of the Alberta electric industry legal and regulatory framework, ISO Tariff, Alberta electricity markets and AIES system operations.
You are an effective risk-based decision maker who understands when to take appropriate risk and delegates decisions to appropriate levels.
You have good analytical and interpersonal skills with expertise in distilling complicated topics to a broader audience.
You are effective at managing healthy conflict resolution with internal and external stakeholders.
You have demonstrated strong communication and public speaking skills.
You have experience with change leadership, guiding and mentoring teams through change.
You have strong knowledge of project management fundamentals, and customer connection processes.
You have strong knowledge of transmission system planning, and congestion analysis is a benefit.
You are results driven and champions continuous learning and process improvement.
Key accountabilities include:
Business and Strategic Leadership:
Oversee the portfolio of all customer projects and manage project escalations, both internal and external.
Oversee the AESO Connection Process to ensure effectiveness, accountable for its continuous improvement, including alignment with rules and standards and regulations. Lead stakeholder engagement and change management through to implementation.
Accountable for overall delivery of the Cluster Assessment Process and all customer projects (including large load /load, generation, and storage).
Oversee the development and implementation of effective strategies for customer intake inquiries (inquiries from customers or industry before submitting an application).
Accountable for successful delivery and strategic development of project services, including regulatory applications, spatial data and mapping services, cost estimate development, projects tools and data reporting.
Maintain a solid understanding of the AESO corporate strategy and Objectives and Key Results (OKRs).
Assist the VP, Grid Reliability Projects & Planning with the development of strategic business plans.
Develop and implement OKRs for the department, including monitoring assessing and reporting.
Effectively direct resources towards team objectives.
Overall team resource planning, budgets, monitoring and forecasting of expenses.
Ensure succession plans are in place for key roles within the team.
Ensure adequate functional business practices, systems and processes, quality control procedures and resources are in place to support staff to perform their roles effectively.
Maintain compliance to certain ARS standards, ISO rules and the ISO tariff.
Lead effective implementation of regulation changes (e.g. transmission policy) that may change from time-to-time impacting the AESO Connection Process and delivery of customer projects.
Values and maintains high regard for cross functional coordination amongst the organization, including the vital importance of ensuring seamless coordination and alignment with the Director, Customer Access and Project Engineering.
Develop and maintain an effective and constructive working relationship with the industry players in Alberta.
Effective regulatory proceeding support, which may include participation in hearings as a panel witness.
People Leadership:
Build a culture of high employee engagement, that supports the AESO Values
Ensure staff understand how their work contributes to the AESO corporate strategy and objectives.
Ensuring adequate career development plans are in place to support employee growth and are aligned with succession planning.
Provide coaching to direct reports:
Understand the pace, technical and non-technical challenges, assist leaders with your guidance and input on prioritization and risk-based decision making.
Setting clear expectations for the team
Providing appropriate recognition and constructive and timely feedback
Giving and receiving feedback with a growth mindset
Effectively manage performance objectives and holds leaders and staff accountable when not delivering or representing the AESO values and Cultural Traits
Customer Centric Leadership:
Build a culture of positive customer experience understanding the economic benefit to Alberta of enabling customer connections and seeking continuous improvement.
Build and manage external relationships at a strategic and tactical level.
Enable customers with easy interfaces, efficient connections, flexibility, and optionality.
Value continuous improvement and removing barriers for internal teams and external clients.
Manage customer escalations in a professional and responsive manner.
External spokesperson representing the AESO.
Education and skills required for this role:
Bachelor's Degree (Engineering, Business, or other related fields).
Project Management certification is desirable.
Education and/or training in change leadership is a benefit.
Approximately fifteen or more years of experience in the electric utility industry.
Application deadline: October 2, 2024
If you are contacted for a pre-screening and/or interview, please advise of any accommodation measures required to enable you to fully participate. Information received relating to accommodation measures will be addressed confidentially.
The Alberta Electric System Operator is unable to accept unsolicited agency resumes.
The Alberta Electric System Operator, and its members, officers, employees and agents (collectively, the "AESO") is committed to protecting personal information provided to it. When you submit your personal information to the AESO for the purpose of pursuing employment with the AESO, the collection, use and disclosure of personal information is in accordance with the provisions of the Freedom of Information and Protection of Privacy Act (FOIP Act) of Alberta.
As noted, the AESO is mandated to maintain the safe and reliable operations of the provincial power grid. As part of meeting its obligations, the AESO may require the successful candidate to undergo a criminal background check for the position. This collection of personal information for the purposes of a check will be conducted in accordance with Section 33 of the FOIP Act.