Utilities Exception Processing Associate Manager | Chesapeake, VA | Onsite | 6-Month Contract

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          "text": "<p>Sutherland is seeking a&#xa0;<strong>Utilities </strong>Escalation Management Lead who will be&#xa0;responsible for managing end-to-end utilities exception processing services. The role combines operational oversight across utilities service transfers, terminations, provider coordination, billing discrepancy resolution, and payments on behalf of failed sublessors. The role acts as the primary escalation and governance point, ensuring SLA adherence, compliance, and continuous improvement.</p><p><strong>***NOTE, THIS IS AN ONSITE, 6-MONTH CONTRACT POSITION***</strong></p><p><strong>Job Summary</strong></p><p>The Utilities Escalation Management Lead is responsible for managing complex utility exceptions across the client’s real estate portfolio, including service transfers and terminations, dark stores, subleases, billing discrepancies, and utility-provider escalations.</p><p>This role will support the initial transition in Chesapeake, establish clear processes and controls, and work closely with offshore team members to enable consistent, high-quality service delivery.</p><p><strong>Key Responsibilities</strong></p><p><strong>Utilities Exception Management</strong></p><ul><li>Manage and resolve escalated utility cases involving electricity, water, gas, and related services.</li><li>Coordinate service setup, transfers, and terminations for store closures, dark stores, new locations, and subleases.</li><li>Work directly with utility providers, landlords, tenants, third-party bill payers, and internal stakeholders to prevent service gaps and financial exposure.</li><li>Review lease and account documentation to confirm responsibilities, deadlines, approvals, and required actions.</li></ul><p><strong>Billing, Risk &amp; Controls</strong></p><ul><li>Investigate billing discrepancies, disputed charges, account ownership issues, and missed or duplicate payments.</li><li>Maintain complete case documentation, audit trails, approvals, and evidence of resolution.</li><li>Escalate legal, financial, or policy decisions to the appropriate client stakeholders.</li><li>Monitor case aging, recurring issues, service risks, and critical exceptions.</li></ul><p><strong>Transition &amp; Offshore Team Support</strong></p><ul><li>Document current-state processes and create practical SOPs, decision trees, templates, and knowledge materials.</li><li>Train and support offshore team members through knowledge transfer, case reviews, and ongoing coaching.</li><li>Serve as the primary onshore escalation point and strengthen communication between the clients’ stakeholders and offshore operations.</li><li>Help establish service levels, reporting routines, quality checks, and workload priorities.</li></ul><p><strong>Continuous Improvement &amp; Reporting</strong></p><ul><li>Identify process gaps, root causes, and opportunities to simplify or automate utilities exception handling.</li><li>Provide weekly updates on volumes, aging, critical escalations, risks, and resolution progress.</li></ul><ul><li>Recommend improvements that increase accuracy, speed, accountability, and offshore delivery effectiveness</li></ul><p>&#xa0;</p><ul></ul>",
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          "text": "<p><strong><u>About Sutherland:&#xa0;</u></strong></p><p>Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise.</p><p>We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.</p><p>We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless “as a service” model.</p><p>For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships.</p><p>Sutherland</p><p><em>Unlocking digital performance. Delivering measurable results</em></p>",
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