Director, Regional Customer Accounts & Local Engagement

FirstEnergy; Williamsport (MD); On-site; USD 150,000 - 210,000; Full time

Benefits offered by this job

Pension plan

401(k) matching

Medical insurance

Dental insurance

Vision insurance

Life insurance

Tuition reimbursement

Job summary

FirstEnergy is seeking a senior operations leader to direct state customer account operations across the MD and WV footprint. The role oversees dispute resolution, policy changes, and regulatory compliance while guiding regional strategy and budgets.

You will lead cross-functional teams, collaborate with legal and regulatory teams, and drive customer satisfaction initiatives, while traveling up to 60% within footprint.

Qualifications

• Bachelor’s degree in Business Administration, Public Affairs, Communications, or a related field.

Responsibilities

• Direct state customer account operations, ensuring efficient dispute resolution and high customer satisfaction.
• Serve as liaison between customers, regional leadership, and corporate teams to address service concerns and policy changes.
• Represent the company in customer forums, industry events, and regional meetings to gather insights and enhance engagement.
• Manage billing, rate issues, power quality, and complex customer issues, rebate and revenue protection controls.
• Develop and implement strategies to enhance customer service and retention for commercial, industrial, and governmental customers.
• Identify opportunities to improve processes through technology, automation, and best practices.
• Consult with customers to assess needs, build consensus and obtain results.
• Champion customer satisfaction initiatives across utility operations.

Skills

Leadership

Stakeholder engagement

Strategic planning

Regulatory affairs

Communication

Education

Bachelor's degree in Business Administration

Job description

FirstEnergy is seeking a senior operations leader to direct state customer account operations across the MD and WV footprint. The role oversees dispute resolution, policy changes, and regulatory compliance while guiding regional strategy and budgets.

You will lead cross-functional teams, collaborate with legal and regulatory teams, and drive customer satisfaction initiatives, while traveling up to 60% within footprint.