Director Customer Accounts and Local Engagement - FE Utilities - Williamsport Service Center Job Clifton area,New Jersey USA,Management

First Energy at a Glance

We are a forward-thinking electric utility powered by a diverse team of employees committed to making customers’ lives brighter, the environment better and our communities stronger.

First Energy (NYSE: FE) is dedicated to integrity, safety, reliability and operational excellence. Headquartered in Akron, Ohio, First Energy includes one of the nation's largest investor-owned electric systems, more than 24,000 miles of transmission lines that connect the Midwest and Mid-Atlantic regions, and a regulated generating fleet with a total capacity of more than 3,500 megawatts.

About the Opportunity

This is an open position with First Energy Service Company, a subsidiary of First Energy Corp.

This is a full-time, on-site position located in any First Energy footprint location in WV or MD. It will require up to 60% travel within the footprint.

The director will lead a team focused on aligning regional strategies with corporate objectives and will be responsible for establishing and monitoring organizational goals, policies, plans, forecasts, standards, performance objectives and budgets; establishing operating and financial objectives and budgets; and managing resources.

Key Responsibilities:

Direct state customer account operations, ensuring efficient dispute resolution, and high customer satisfaction.
Serve as liaison between customers, regional leadership, and corporate teams to address service concerns and policy changes.
Represent the company in customer forums, industry events, and regional meetings to gather insights and enhance engagement.
Managing the business process for billing / rate issues, power quality and numerous complex customer issues, administering efficiency programs, and customer rate calculations, rebills, revenue protection and rate verifications.
Develop and implement strategies to enhance customer service and retention for commercial, industrial, and governmental customers.
Identify opportunities to improve processes through technology, automation, and best practices.
Consult with customers to assess needs, build consensus and obtain results.
Champion customer satisfaction initiatives across utility operations.
Demonstrate exceptional problem-solving skills to resolve complex customer and company issues including complex regulatory (pricing/rate increases) and reliability issues.
Analyze trends, customer survey data and results such as JD Power.
Monitor key performance metrics, identifying trends and opportunities for process improvements.
Stay informed on regulations affecting customer accounts and service operations, advising leadership on necessary adjustments.
Work closely with legal and compliance teams to address regulatory issues.
Serve as the primary liaison for local governments, community organizations, and key business customers.
Ensuring the company remains engaged in local policy discussions, regulatory matters, and community initiatives while fostering goodwill and enhancing corporate reputation.
Represent the company in public meetings and industry events to advocate for corporate interests.
Develop and maintain strong relationships with community leaders, local policymakers, and business associations.
Lead crisis communication efforts related to service disruptions, outages, or regulatory issues within the region.
Ensure compliance with state and local regulations governing electric utility operations and customer services.
Monitor legislative and regulatory changes that may impact regional operations and provide strategic recommendations.
Work with legal and regulatory teams to address compliance issues and reporting requirements.

Qualifications

Bachelor’s degree in Business Administration, Public Affairs, Communications, or a related field.
10 years of…