Customer Experience Lead, Water Quality & Regulatory Compliance

American Water Co.; Bridgewater Township (NJ); Hybrid; USD 61,000 - 88,000; Full time

Benefits offered by this job

401(k)

Defined contribution plan

Employee stock purchase plan

Medical coverage

Dental coverage

Vision coverage

Disability insurance

Paid time off

Life insurance

Voluntary benefits

Wellness programs

Job summary

American Water’s Water Quality & Environmental Compliance team seeks a Customer Experience Program Manager to lead investigations of drinking water concerns, coordinate responses with Operations and Water Quality teams, and maintain timely, compliant communications with customers and regulators.

In this hybrid role based in New Jersey, you will oversee end-to-end complaint management, monitor trends, and implement actions with cross-functional partners to protect public health and customer

Qualifications

• Bachelor's degree required.
• Minimum five years in water, wastewater, and laboratory operations.

Responsibilities

• Lead end-to-end management of customer water quality complaints, ensuring timely investigation, response and resolution.
• Serve as 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 escalated concerns requiring 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 and proactive communication.
• Support cross-connection control and other environmental compliance programs as assigned.

Skills

Regulatory knowledge

Environmental standards

Lab testing methods

Water/wastewater treatment

Cross connection control

Customer communication

Regulatory compliance

Stakeholder collaboration

Education

Bachelor's degree

Job description

American Water’s Water Quality & Environmental Compliance team seeks a Customer Experience Program Manager to lead investigations of drinking water concerns, coordinate responses with Operations and Water Quality teams, and maintain timely, compliant communications with customers and regulators.

In this hybrid role based in New Jersey, you will oversee end-to-end complaint management, monitor trends, and implement actions with cross-functional partners to protect public health and customer