Water Quality & Environmental Compliance: Customer Experience Program Manager

Job Description Job Title: Water Quality & Environmental Compliance: Customer Experience Program Manager Posting Start Date: 10/14/26 Job Description: Position Information This role can be filled at any New Jersey office location within our footprint. New Jersey $61,050 - $88,370 The base salary range represents a good faith salary range for this position. This position is eligible for annual incentive pay and has the opportunity for continued salary growth. If you are hired at American Water your base salary compensation will be determined based on factors such as market, geography, skills, education and/or experience. At American Water, we are committed to pay equity. In addition to compensation, you will be offered a comprehensive benefits package including 401(k), Defined Contribution Plan, Employee Stock Purchase Plan, medical, prescription, dental and vision coverage, plus disability, paid time off, life insurance, voluntary benefits, health and wellness programs and much more! American Water is also proud to offer employees learning opportunities and work experiences to grow professionally! Primary Role Serve as the lead coordinator for customer water quality complaints and regulatory inquiries, managing investigations related to drinking water concerns, coordinating responses with Operations and Water Quality teams, communicating directly with customers and regulators, and ensuring timely resolution of issues while maintaining compliance and customer confidence. Key Accountabilities Lead the end-to-end management of customer water quality complaints, ensuring timely investigation, response, and resolution. Serve as the primary liaison between customers, field operations, water quality staff, customer service teams, and regulatory agencies. Coordinate field investigations, sampling activities, and corrective actions to address customer concerns and identify root causes. Monitor complaint trends and emerging water quality issues and escalate concerns requiring operational or regulatory action. Ensure accurate communication of water quality findings, recommendations, and corrective actions to customers and internal stakeholders. Support regulatory compliance by managing complaint investigations, responses to regulatory inquiries, and related documentation. Collaborate with Operations to coordinate customer notifications, public communications, and service alerts during water quality events. Maintain strong customer relationships through professional complaint resolution, issue ownership, and proactive communication. Support cross-connection control and other environmental compliance programs as assigned. Knowledge/Skills Knowledge of federal and state environmental standards and regulations and understanding of current environmental legislation and regulations. Regulatory knowledge of proper lab analytical testing methods. Must understand principles of water and/or wastewater treatment and be able to troubleshoot systems. Review and process new water service applications for residential, commercial, industrial, irrigation, and fire protection services within assigned regions. Communicate cross connection requirements, installation standards, testing obligations, and compliance expectations to customers, contractors, developers, and design professionals. Collaborate with Operations, Engineering, Compliance, Customer Service, and external stakeholders to facilitate service activation and regulatory compliance. Knowledge of cross connection control principles, backflow prevention assemblies, and public water system protection practices. Knowledge of New Jersey Administrative Code N.J.A.C. 7:10-10 et seq. and other applicable drinking water regulations governing physical connections and backflow prevention. Experience/Education Bachelors degreeMinimum Five (5) years experience in water, wastewater, and laboratory operations. Certifications/Licenses Treatment license preferred, not required. Work Schedule/Environment Monday - Friday 7:00am – 3:30pm (flexible to the hybrid 3:2 schedule) Majority of the work is in an office environmentOccasional outdoors for cross connections inspectionsWill be able to work from any New Jersey office location Occasional travel to other regions, as needed (less than 10%) Competencies Plans & Aligns Decision Making Communicates Effectively Builds Networks Action Oriented