Director, Customer Accounts & Local Engagement (Utilities)

FirstEnergy Corp; Trenton (NJ); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Competitive pay

Pension plan

401(k) with match

Health, vision, dental, life insurance

Tuition reimbursement

Job summary

FirstEnergy Corp. is seeking a senior leader to direct state customer account operations across a multi-state footprint, focusing on dispute resolution and customer satisfaction.

The role liaises with regional leadership and corporate teams to address service concerns and regulatory changes. You will oversee billing processes, rate issues, and revenue protection while driving efficiency programs and technology-driven improvements.

Qualifications

• Bachelor's degree required in business/public affairs/communications or related field.
• 10+ years in customer account management, external affairs, or regulatory relations in utilities/energy.
• Strong leadership and team management experience.
• Understanding of municipal government, public policy, and stakeholder engagement.
• Excellent communication, negotiation, and relationship-building skills.
• Knowledge of utility regulations and regulatory processes.

Responsibilities

• Direct state customer account operations with focus on dispute resolution and satisfaction.
• Coordinate between customers, regional leadership, and corporate teams on service policy changes.
• Represent the company in customer forums and regional meetings to gather insights.
• Oversee billing, rate issues, and revenue protection with process improvements.
• Develop strategies to enhance customer service for commercial, industrial, and government clients.
• Collaborate with legal/compliance on regulatory issues and reporting.

Skills

Leadership

Regulatory affairs

Public policy

Stakeholder engagement

Communication

Team management

Travel willingness

Analytical skills

Education

Bachelor's degree in Business Administration, Public Affairs, Communications

Job description

FirstEnergy Corp. is seeking a senior leader to direct state customer account operations across a multi-state footprint, focusing on dispute resolution and customer satisfaction.

The role liaises with regional leadership and corporate teams to address service concerns and regulatory changes. You will oversee billing processes, rate issues, and revenue protection while driving efficiency programs and technology-driven improvements.