Utilities Exception Processing Associate Manager | Chesapeake, VA | Onsite | 6-Month Contract
On-site · Chesapeake, Virginia, United States
Job Summary
Utilities Escalation Management Lead responsible for managing end-to-end utilities exception processing services across a real estate portfolio, including service transfers, terminations, dark stores, subleases, billing discrepancies, and provider escalations. Serves as the primary escalation and governance point to ensure SLA adherence, compliance, and continuous improvement. Establishes processes and controls during initial transition in Chesapeake, coordinates with offshore team members, and supports onshore/offshore collaboration. Key duties include coordinating with utility providers, landlords, tenants, and third-party bill payers; reviewing lease and account documentation; investigating billing discrepancies; maintaining audit trails and evidence of resolution; escalating legal, financial, or policy decisions; documenting current-state processes and creating SOPs and templates; training and coaching offshore staff; delivering weekly updates on volumes, aging, escalations, and risks; identifying process gaps and opportunities for automation; and driving offshore delivery effectiveness through cross-functional communication and continuous improvement.
Required Qualifications
- Bachelor’s degree in Business, Finance, Real Estate, Operations, or a related field, or equivalent experience.
- 5+ years of experience in utilities, facilities, real estate operations, lease administration, accounts payable, shared services, or exception management.
- Experience resolving complex operational cases involving multiple internal and external parties.
- Demonstrated ability to create process documentation and work effectively with offshore or remote teams.
- Strong analytical, organizational, communication, and stakeholder-management skills.
- Ability to travel regularly to Chesapeake, Virginia during the first six months of the role.
Apply with one swipe on Sorce. We auto-fill applications and apply on your behalf — no cover letters, no 40-minute forms.
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.