Deputy Commissioner of Customer Care and Accounting Services – Cleveland Public Power, OH

The City of Cleveland’s Public Power utility is seeking an organized, detail-driven, and customer service-oriented professional to serve as its Deputy Commissioner of Customer Care and Accounting Services. This leadership role will assist the Commissioner of Cleveland Public Power in providing administrative oversight to the utility’s call center, billing, and collections activities. This is one of four new positions designed to deliver a transformative strategic vision for Ohio’s oldest and largest public electric utility.

Cleveland Public Power (CPP) has been serving the area for more than 120 years. It is Ohio’s largest municipal electric power provider and ranks 35 out of 2,000 publicly owned electric utilities in the country. CPP delivers reliable, affordable power to approximately 75,000 residential and commercial customers, employs 305 authorized positions, and generates revenues of more than $260 million. It is a key partner in the City’s economic development efforts.

About the role

The Deputy Commissioner oversees a staff of about 20 and will spearhead process improvement initiatives, including workflow digitization, automation, and modernization of billing and customer service platforms. The role involves providing leadership for end-to-end billing processes, ensuring accuracy, timeliness, and transparency in meter operations, monitoring billing and collections processes, and developing strategies to maximize revenue recovery while maintaining equitable customer service standards.

• Review policies and standard operating procedures to ensure consistency and standardization of the billing process.
• Evaluate meter reading accuracy, investigation procedures, and integration with billing systems.

Requirements

• A bachelor’s degree in business administration, accounting, information systems, or a related field. A master’s degree in these disciplines is preferred.
• Three (3) years in supervisory and/or management roles. An equivalent combination of education and experience will be considered.
• A passion for delivering top-notch customer service.

Ideal Qualifications

• Strong coordination, project management, and analytical skills.
• Skills, fortitude, and diplomacy to build a collaborative, customer-focused team.
• A track record of assessing the skills and abilities of existing personnel to maximize their talent and expertise.
• Experience in emerging technologies, industry standards, and best practices related to billing systems, utility customer service, and meter operations.
• Fluency in using technology and other systems to track performance, identify gaps, and improve services.

Benefits

The City offers a comprehensive and competitive CLE Total Rewards benefits package that includes:

• Health insurance
• Paid leave time
• Retirement plans
• Professional development opportunities

Pay

The salary range is $130,000 - $157,000, with a hiring salary of around $140,000 expected.

Candidates should be aware that, as a public institution in the state of Ohio, Cleveland Public Power is subject to the Ohio Open Records Law (Ohio Rev. Code 149.43). Certain records and documents related to employment may be subject to public disclosure upon request.