Program Administrator

State of Arizona; Phoenix (AZ); On-site; USD 4,834,000 - 5,629,000; Full time

Benefits offered by this job

Excellent benefits

Public Service Loan Forgiveness

EEO employer

Paid Parental Leave

Retirement plan

Job summary

Arizona Corporation Commission is seeking a Consumer Service Manager to lead the Consumer Services Section, guiding investigations and resolutions of complex consumer complaints across electric, gas, water, wastewater, and telecom utilities.

The role requires supervisory experience, regulatory knowledge, and strong communication for testimony and public forums. Remote work option available with state employment benefits.

Qualifications

• Knowledge of ACC mission, policies, goals, and objectives.
• Regulatory knowledge of rules governing utilities and related statutes.
• Analytical ability to review and communicate findings clearly.
• Experience supervising and guiding staff; performance management.
• Ability to collaborate with stakeholders and present testimony.

Responsibilities

• Lead and manage the Consumer Services Section responsible for investigation, evaluation, and resolution of complex consumer complaints across regulated utilities.
• Provide supervision, coaching, and performance management to professional staff while ensuring compliance with rules, tariffs, statutes, and policies.
• Oversee analysis and resolution of complex utility and consumer issues; review regulatory documents and prepare reports for leadership.
• Represent the Section in Open Meetings, public forums, stakeholder discussions, and evidentiary hearings; provide testimony on Consumer Services matters.
• Collaborate with other Utilities Division managers to address regulatory issues and support the Commission's mission.

Skills

Oral communication

Presentation skills

Supervisory/Management

Regulatory knowledge

Analytical skills

Tools

Microsoft Word

Microsoft Excel

PowerPoint

Job description

CORPORATION COMMISSION

The Arizona Corporation Commission is one of the most unique state agencies in Arizona and one of only 13 public utility commissions in the country where commissioners are elected. Established by the Arizona Constitution, the ACC is a medium-sized agency with offices in Phoenix and Tucson. Our mission is diverse—spanning utility rate making; securities registration and enforcement; rail and pipeline safety; and corporate business filings—and we boast an average employment tenure of nearly 10 years. Learn more by visiting www.azcc.gov.

Consumer Service Manager

Program Adminstrator

1200 W Washington, Phoenix, AZ

Some Travel, In and Out of State

Hourly: $35.09 - $40.86

Grade: 25

Job Summary:

The Utilities Division recommends thoroughly researched, sound regulatory policy and rate recommendations to the Commissioners, based on a balanced analysis of the benefits and impacts on all stakeholders and consistent with the

Job Duties:

• You will Lead and manage the Consumer Services Section responsible for the investigation, evaluation, and resolution of complex consumer complaints involving regulated electric, gas, water, wastewater, and telecommunications utilities.
• Provide supervision, direction, coaching, and performance management to professional staff while ensuring work products, utility filings, investigations, and recommendations comply with Commission rules, regulations, tariffs, statutes, and policies.
• Oversee the analysis and resolution of complex utility and consumer matters; review Commission orders, tariffs, and regulatory documents; and manage reports and recommendations provided to the Director’s Office and Commissioners.
• Represent the Section in Open Meetings, public forums, stakeholder discussions, and evidentiary hearings, including providing testimony on Consumer Services matters.
• Collaborate with other Utilities Division managers to address regulatory issues, develop consistent practices, and support the Commission’s mission and objectives.

Knowledge, Skills & Abilities (KSAs):

• Knowledge of the Arizona Corporation Commission’s (ACC) mission, policies, goals, and objectives.
• Considerable knowledge of applicable jurisdictional regulations governing regulated utilities; State Personnel Rules and Regulations; Arizona Revised Statutes (A.R.S.); Arizona Administrative Code (A.A.C.); and Commission and Division policies, procedures, and guidelines as they relate to assigned areas of responsibility.
• Broad knowledge of current and emerging issues affecting the water/wastewater, electric, natural gas, and telecommunications industries at the state, national, and global levels.
• Knowledge of research, investigation, and analytical techniques, including the ability to apply de-escalation and conflict-resolution strategies to mediate utility-related complaints between consumers and utility companies.
• Demonstrated supervisory and management skills, including the ability to plan, prioritize, delegate, and direct work assignments; provide guidance and feedback; and manage employee performance.
• Ability to analyze, review, evaluate, and edit work products prepared by subordinate staff to ensure accuracy, quality, completeness, and compliance with applicable requirements.
• Ability to establish and maintain effective working relationships and collaborate with internal and external stakeholders to accomplish organizational objectives.
• Ability to prepare clear, accurate, and comprehensive written reports and present oral testimony that effectively explains, supports, and communicates findings, analyses, and recommendations.
• Excellent oral communication and presentation skills, including the ability to provide credible testimony in formal proceedings and deliver effective presentations to professional, stakeholder, and public audiences.
• Proficiency in Microsoft Word, Excel, and PowerPoint.

Selective Preference(s):

Selective preference may be given to applicants with prior Supervisory/Management work experience.

Pre-Employment Requirements:

Any offer of employment is contingent upon successful completion of a background/reference check, confirmation of any degrees/certifications, and an MVD records check. A.R.S. Section 40-101 prohibits Commission employees from having certain interests in entities that the Commission regulates. Applicants shall be required to disclose any interests they may have in the regulated entities during the application process, and as a condition of employment, to divest themselves of any prohibited interests.

If this position requires driving or the use of a vehicle as an essential function of the job to conduct State business, then the following requirements apply: Driver’s License Requirements.

All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).

Benefits:

• Excellent comprehensive benefits, including a top-ranked retirement plan, low-cost health coverage, supplemental policies such as vision and short-term disability, and generous paid vacation and sick leave programs
• Career and personal development support; multiple training and education opportunities and resources; qualifying Public Service Loan Forgiveness employer
• Interesting, challenging work in a public sector environment with the chance to make a real difference in our state
• We are an Equal Employment Opportunity agency and a recognized Arizona Veteran Supportive Employer.
• Learn more about the Paid Parental Leave programhere. For a complete list of benefits provided by The State of Arizona, please visit our benefits page

By providing the option of a full-time or part-time remote work schedule, employees enjoy improved work/life balance, report higher job satisfaction, and are more productive. Remote work is a management option and not an employee entitlement or right. An agency may terminate a remote work agreement at its discretion.

Learn more about the Paid Parental Leave programhere. For a complete list of benefits provided by The State of Arizona, please visit our benefits page.

The Corporation Commission (or ACC) is an Equal Opportunity and ADA compliant employer. To read the Commission’s ADA policy and grievance procedure, click here

Retirement:

Arizona state employees participate in the Arizona State Retirement System (ASRS).

Contact Us:

If you have any questions, please feel free to email [e-mail] for assistance.