Sr Manager, Customer Advocacy

About the role

The Regional Manager of Customer Advocacy will act as the key liaison between the centralized Director of Customer Advocacy and regional operations of the states under their purview. This role focuses on driving the adoption of standardized processes, ensuring regulatory compliance, and improving the consistency and quality of customer advocacy services across states. The position emphasizes consistency, operational efficiency, and enhanced customer experience while fostering collaboration across teams.

Key Accountabilities

• Evaluate Customer Advocacy programs for effectiveness, efficiency, and regulatory compliance.
• Monitor key performance indicators (KPIs) for customer advocacy processes, such as complaint resolution times, adoption of standardized practices, and customer satisfaction.
• Plan, execute, and oversee customer advocacy programs, including low-income and referral programs, testimonials, and case studies in partnership with the Director of Customer Advocacy.
• Collaborate with other leaders to improve customer satisfaction through technology, corporate initiatives, and building relationships across multiple state functions.
• Oversee Customer Advocacy objectives, accuracy, and overall success.
• Plan, assign, and supervise the completion of regional Customer Advocacy tasks; handle challenging and uncommon issues; and offer ongoing training on work practices and the application of local, state, and federal laws, regulations, and rules to the Customer Advocacy team.
• Create and finalize month-end reporting promptly and accurately.
• Oversee each manager’s goals and workstream, ensuring actions and deadlines are followed to assure improvements.
• Establish, build, and foster relationships with key stakeholders through ongoing, regular personal interaction, including but not limited to personal meetings.
• Work with company (state and corporate) communications leads to share customer success stories and outcomes.
• Collaborate with the Director of Customer Advocacy to ensure compliance of processes and procedures.
• Manage a team of customer advocacy agents within a specified region, provide training and support for state activities within the region.
• Serve as the primary point of contact to ensure customer concerns are addressed and feedback is communicated and acted upon.
• Implement strategies to enhance customer satisfaction to align with strategic goals.
• Ensure timely completion and filing of PUC disputes and informal requests within the specific region.
• Testify on behalf of the Company at formal complaint hearings, rate case hearings, and other proceedings before the PUC as assigned.
• Analyze regional customer feedback to identify trends and determine root causes.
• Work with Operations, Customer Service, and Regulatory teams to implement consistent approaches to addressing customer concerns and regulatory requirements.
• Identify opportunities for process improvements based on regional trends and share insights with leadership and other key stakeholders.
• Partner with the Director of Customer Advocacy on process improvements to drive efficiency and effectiveness of customer advocacy activities and programs.
• Serve as the regional champion for the implementation and adherence to standardized customer advocacy procedures.

Knowledge and Skills

• Strong knowledge of water infrastructure and delivery systems, including production and operational practices, water quality, conservation, environmental compliance, and customer metering.
• Strong knowledge of state regulatory commission provisions, including company rate structure and the company tariff, programs, and services.
• Strong knowledge of company billing practices and the ability to interpret and understand customer billing anomalies to ensure proper follow-up to customer concerns.
• Proficiency with MS Office Suite, SAP, CRM database, or similar business applications.
• Demonstrates the functional and technical knowledge and skills to perform the job at a high level.
• Demonstrates the ability to learn quickly when facing new problems, organizational agility, strong problem-solving skills, effective time management, and open communication.
• Skilled at developing effective solutions that often include leveraging internal resources, analyzing situations, and proactive customer communications.
• Recognizes strategic opportunities to partner with customers on matters of mutual interest and benefit.
• Demonstrates the ability to champion the adoption of standardized procedures while effectively adapting and aligning regional processes to meet centralized standards.

Experience and Education

• Bachelor’s degree in Business, Marketing, Accounting, Communications, Engineering, or Economics preferred; equivalent work-related experience will be considered.
• Strong experience in delivering client-focused solutions to customer needs.
• 8 years of experience required in customer service, utility management, and exposure to the principles and concepts of Customer Service Leadership.

Travel Requirements

Up to 50% as required.

Certifications and Licenses

• Water Utility Management Certification and/or National Rural Water Association preferred.
• Valid Driver’s License required.

Work Environment

Standard office environment.

Competencies

• Prioritizes and Role Models Safety
• Self-Awareness
• Plans, Aligns, and Directs
• Drives Results
• Decision Quality