Director, Customer Accounts & Local Engagement (Utilities)

FirstEnergy Corp; Williamsport (MD); On-site; USD 110,000 - 190,000; Full time

Benefits offered by this job

Incentive pay

Company pension

401(k) matching

Medical insurance

Tuition reimbursement

Job summary

FirstEnergy Corp in the MD/WV footprint seeks a Director of Customer Accounts to align regional strategies with corporate goals, establish objectives, and lead a traveling team.

You will oversee billing and service issues, act as liaison with customers and leadership, and drive customer satisfaction across commercial, industrial, and governmental accounts. The role requires regulatory insight, strong communication, and the ability to travel up to 60% to support regional operations.

Qualifications

• Bachelor's degree in Business Administration, Public Affairs, Communications, or a related field.
• 10 years of relevant work experience in customer accounts, external affairs, or regulatory relations in utilities.
• Strong leadership and team management experience.
• Excellent communication, negotiation, and relationship-building skills.
• Deep understanding of utility regulations and public policy.

Responsibilities

• Direct state customer account operations and dispute resolution with high satisfaction.
• Act as liaison between customers, regional leadership, and corporate teams.
• Represent the company in customer forums, industry events, and regional meetings.
• Develop strategies to enhance customer service and retention for commercial, industrial, and governmental customers.
• Identify opportunities to improve processes through technology and best practices.
• Lead crisis communication for outages and regulatory issues in the region.
• Stay informed on regulations and advise leadership on necessary adjustments.
• Travel up to 60% within the footprint.

Skills

Leadership

Communication

Stakeholder engagement

Regulatory understanding

Strategic planning

Education

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

Job description

FirstEnergy Corp in the MD/WV footprint seeks a Director of Customer Accounts to align regional strategies with corporate goals, establish objectives, and lead a traveling team.

You will oversee billing and service issues, act as liaison with customers and leadership, and drive customer satisfaction across commercial, industrial, and governmental accounts. The role requires regulatory insight, strong communication, and the ability to travel up to 60% to support regional operations.