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

Company Description:

About Sutherland: 

Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise.

We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.

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.

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.

Sutherland

Unlocking digital performance. Delivering measurable results

Job Description:

Sutherland is seeking a Utilities Escalation Management Lead who will be 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.

***NOTE, THIS IS AN ONSITE, 6-MONTH CONTRACT POSITION***

Job Summary

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.

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.

Key Responsibilities

Utilities Exception Management

• Manage and resolve escalated utility cases involving electricity, water, gas, and related services.
• Coordinate service setup, transfers, and terminations for store closures, dark stores, new locations, and subleases.
• Work directly with utility providers, landlords, tenants, third-party bill payers, and internal stakeholders to prevent service gaps and financial exposure.
• Review lease and account documentation to confirm responsibilities, deadlines, approvals, and required actions.

Billing, Risk & Controls

• Investigate billing discrepancies, disputed charges, account ownership issues, and missed or duplicate payments.
• Maintain complete case documentation, audit trails, approvals, and evidence of resolution.
• Escalate legal, financial, or policy decisions to the appropriate client stakeholders.
• Monitor case aging, recurring issues, service risks, and critical exceptions.

Transition & Offshore Team Support

• Document current-state processes and create practical SOPs, decision trees, templates, and knowledge materials.
• Train and support offshore team members through knowledge transfer, case reviews, and ongoing coaching.
• Serve as the primary onshore escalation point and strengthen communication between the clients’ stakeholders and offshore operations.
• Help establish service levels, reporting routines, quality checks, and workload priorities.

Continuous Improvement & Reporting

• Identify process gaps, root causes, and opportunities to simplify or automate utilities exception handling.
• Provide weekly updates on volumes, aging, critical escalations, risks, and resolution progress.

• Recommend improvements that increase accuracy, speed, accountability, and offshore delivery effectiveness

Qualifications:

• Required

• 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.

• Preferred

• Experience in retail or another large, multi-location organization.
• Knowledge of utility billing, service transfers, commercial leases, subleases, or third-party bill-payment processes.
• Experience with BPO transitions, shared services, operational reporting, or continuous improvement.

• Key Competencies

• Escalation Management & Problem Solving
• Utilities and Real Estate Operations
• Offshore Team Collaboration
• Process Documentation & Knowledge Transfer
• Operational Controls & Risk Management
• Cross-Functional Communication
• Continuous Improvement

Additional Information:

All your information will be kept confidential according to EEO guidelines.

EEOC and Veteran Documentation
During employment, employees are treated without regard to race, color, religion, sex, national origin, age, marital or veteran status, medical condition or handicap, or any other legally protected status.
At times, government agencies require periodic reports from employers on the sex, ethnicity, handicap, veteran and other protected status of employees. The purpose of this Administrative EEO Record is for statistical analysis only and is used to comply with government record keeping, reporting, and other legal requirements. Periodic reports are made to the government on the following information. The completion of the Administrative EEO record is optional. If you choose to volunteer the requested information, please note that all 
Administrative EEO Records are kept in a Confidential File and are not part of your Application for Employment or Personnel file.
Please note: YOUR COOPERATION IS VOLUNTARY. INCLUSION OR EXCLUSION OF ANY DATA WILL NOT AFFECT ANY EMPLOYMENT DECISION.