Director Call Center for Owner Relations

POSITION SUMMARY & RESPONSIBILITIES:

The Owner Relations Director leads a supervisor and team of call center representatives responsible for managing inquiries from royalty owners, lessors, and partners regarding mineral ownership and disbursements. This role ensures timely, accurate, and professional responses to external stakeholders while maintaining compliance with internal standards and requirements.

Special focus to be placed on:

• Team Leadership: Execute and operate the strategy for daily operations of the Owner Relations team. Creation and continuous improvement of metrics and expectations for case management, workload balancing, and performance monitoring.
• Process Management through coaching, training, and development opportunities to team members to ensure high-quality service delivery.
• Issue Resolution as the escalation point for complex or sensitive owner issues, including potential litigation or high-risk disputes.
• Cross-Functional Collaboration with internal departments such as Land, Accounting, Revenue, and Legal to resolve owner inquiries.
• Performance Improvement through key performance indicators (KPIs), including case resolution times, owner satisfaction, and compliance metrics.
• Oversee technology applications related to the Owner Relations team, the Owner Relations Portal, and participate in continuous improvement updates to all applications.
• Own program for hiring, onboarding, and training of new analysts and contractors as needed.
• Create and drive efficient customer experience through multiple channels with an emphasis on self service capabilities

POSITION REQUIREMENTS:

• Bachelor's degree
• Strong leadership, communication (written/verbal), and problem-solving skills.
• 5+ years of experience in owner relations, land administration or customer service within the oil and gas industry.
• Strong knowledge of mineral ownership, royalty payments, and division of interest concepts.
• Strong proficiency with required software and call center systems; ServiceNOW, 8x8, EnergyLink, Enertia

Office Physical Requirements and Working Conditions:

• Prolonged periods working at a desk in front of a computer. 

Additional Requirements:

• Must be able to lift up to 15 pounds at a time.