Director, Regional Customer Engagement & Policy

FirstEnergy Corp; Charles Town (WV); On-site; USD 150,000 - 190,000; Full time

Job summary

FirstEnergy Corp is seeking a Director to lead customer account operations across the WV/MD footprint, aligning regional goals with corporate strategy, overseeing budgets, policies, and performance. The role requires up to 60% travel, strong regulatory insight, and the ability to engage local governments and key business customers to enhance service quality and engagement.

You will collaborate with legal and compliance teams, monitor trends, and champion customer satisfaction across utility

Qualifications

• Bachelor's degree in Business Administration, Public Affairs, Communications, or related field.
• 10 years of relevant work experience in customer account management, external affairs, or regulatory relations, preferably within the utility or energy sector.
• Strong leadership and team management experience.
• Demonstrated understanding of municipal government processes, public policy and stakeholder engagement strategies.
• Excellent communication, negotiation, and relationship-building skills.
• Deep understanding of utility regulations, public policy, and community engagement strategies.

Responsibilities

• Direct state customer account operations, ensuring efficient dispute resolution, and high customer satisfaction.
• Coordinate 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.
• Managing the business process for billing / rate issues, power quality and numerous complex customer issues, administering efficiency programs, and customer rate calculations, rebills, revenue protection and rate verifications.
• Develop and implement strategies to enhance customer service and retention for commercial, industrial, and governmental customers.

Skills

Leadership

Stakeholder engagement

Strategic planning

Communication

Regulatory affairs

Education

Bachelor's degree in Business Administration

Bachelor's degree in Public Affairs

Bachelor's degree in Communications

Job description

FirstEnergy Corp is seeking a Director to lead customer account operations across the WV/MD footprint, aligning regional goals with corporate strategy, overseeing budgets, policies, and performance. The role requires up to 60% travel, strong regulatory insight, and the ability to engage local governments and key business customers to enhance service quality and engagement.

You will collaborate with legal and compliance teams, monitor trends, and champion customer satisfaction across utility