Director, Local Engagement & Customer Accounts (Utilities)

FirstEnergy Corp; Columbus (OH); On-site; USD 120,000 - 190,000; Full time

Benefits offered by this job

Competitive pay

Pension plan

401(k) matching

Health, dental, vision, life insurance

Job summary

FirstEnergy Corp seeks a Director to lead a regional customer account operations team, aligning regional strategies with corporate objectives. You will manage goals, budgets, and performance metrics while partnering with legal, compliance, and government affairs to address regulatory issues.

The role requires 10+ years in customer/account management within utilities, strong leadership, and travel up to 60% within WV/MD footprints. On-site presence is required at FirstEnergy footprint locations.

Qualifications

• Bachelor's degree required in a related field.
• 10 years of relevant work experience in customer account management, external affairs, or regulatory relations.
• Strong leadership and team management experience.
• Understanding of municipal government processes and public policy.
• Excellent communication and relationship-building skills.
• Deep understanding of utility regulations and stakeholder engagement.
• Willingness to travel across the service territory.

Responsibilities

• Direct state customer account operations and ensure high customer satisfaction.
• Liaise between customers, regional leadership, and corporate teams on service concerns and policy changes.
• Represent the company in customer forums and regional meetings.
• Manage billing, rate issues, and regulatory pricing for complex customer matters.
• Develop and implement strategies to enhance customer service and retention for commercial, industrial, and governmental accounts.
• Identify process improvements through technology and best practices.
• Collaborate with legal and regulatory teams on compliance and reporting.

Skills

Leadership

Stakeholder engagement

Regulatory relations

Communication

Travel coordination

Education

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

Job description

FirstEnergy Corp seeks a Director to lead a regional customer account operations team, aligning regional strategies with corporate objectives. You will manage goals, budgets, and performance metrics while partnering with legal, compliance, and government affairs to address regulatory issues.

The role requires 10+ years in customer/account management within utilities, strong leadership, and travel up to 60% within WV/MD footprints. On-site presence is required at FirstEnergy footprint locations.