Vice President of Member Services

Appalachian Electric Cooperative (AEC) proudly serves more than 50,000 members across the scenic heart of East Tennessee, in the shadow of the majestic
Great Smoky Mountains
—one of America's most beloved national parks, renowned for its ancient ridges, misty blue vistas, diverse wildlife, and endless outdoor adventures.

We own and maintain a reliable electric distribution system spanning approximately 600 square miles in the beautiful counties of Grainger, Hamblen, Hawkins, Jefferson, and Sevier. This region blends rolling Appalachian foothills, sparkling lakes like Cherokee and Douglas, lush forests, and the dramatic gateway to the Smokies in Sevier County—home to iconic destinations like Gatlinburg, Pigeon Forge, and the park's breathtaking trails, waterfalls, and panoramic overlooks.

Nestled in this vibrant, nature-rich corner of Tennessee, AEC powers communities where stunning mountain scenery meets small-town charm, rich history, and year-round natural beauty.

AEC currently has an opportunity for a Vice President of Member Services position in our New Market, Tennessee office. The Vice President of Member Services serves as a member of the executive leadership team and provides strategic direction for most member-facing programs, services, communications, and community engagement initiatives. This position ensures the delivery of exceptional member experiences, advances AEC's mission and strategic goals, and fosters strong relationships among members, employees, industry partners, and the communities served by AEC.

At AEC, we believe in taking care of our people. We offer a competitive salary and a robust benefits package that includes medical, dental, and vision coverage; paid time off; short‑and long‑term disability; paid parental leave; a 401(k); and a company‑funded pension plan. Benefits are available starting at the first of the month after 30 days of employment.

Appalachian Electric Cooperative is an Equal Opportunity Affentive Action Employer. All qualified applicants will receive consideration for employment without regard to disability status, veteran status, or other legally protected status.

AEC IS A TENNESSEE DRUG FREE WORKPLACE

ESSENTIAL DUTIES AND RESPONSIBILITIES

Leadership and Strategic Management

• Provide strategic leadership and direction for most member-facing departments and programs.
• Develop and implement departmental goals, objectives, budgets, and performance measures aligned with AEC strategic priorities.
• Lead, mentor, and develop management staff while fostering a culture of accountability, service excellence, and continuous improvement.
• Prepare and present reports, recommendations, and updates to the General Manager and Board of Directors.
• Ensure compliance with AEC policies, rules, regulations, and applicable industry requirements.
• Manage departmental purchasing, budgeting, invoices, and expense approvals.

Member Services and Member Engagement

• Oversee all residential, commercial, industrial, and key account member service programs.
• Direct the development, implementation, and evaluation of member programs, incentives, promotions, and educational initiatives.
• Provide leadership in resolving complex member issues involving billing, rates, power usage, high bill concerns, service disputes, and damage claims.
• Ensure the delivery of exceptional member experiences through effective service standards and quality metrics.
• Oversee the meter audit response initiatives, energy inspections, loan programs, and TVA comprehensive services.
• Monitor member engagement trends and identify opportunities to improve service delivery and member satisfaction.

Communications, Marketing, and Public Relations

• Serve as the authorized public representative and spokesperson of AEC in conjunction with…