Sr Manager, Customer Advocacy

American Water; Mechanicsburg (Cumberland County); On-site; USD 90,000 - 130,000; Full time

Job summary

American Water is seeking a Regional Manager of Customer Advocacy to lead regional programs, ensure regulatory compliance, and standardize processes across states. This role focuses on improving consistency, efficiency, and the customer experience while partnering with the Director of Customer Advocacy.

You will monitor KPIs, drive adoption of best practices, and mentor regional teams to deliver high-quality customer advocacy across multiple jurisdictions.

Qualifications

• Bachelor’s degree or equivalent in a related field.
• 8+ years in customer service leadership for utilities.
• Experience with regulatory commissions and rate cases.

Responsibilities

• Lead regional Customer Advocacy programs and drive standardized practices.
• Monitor KPIs, resolve complaints, and report outcomes.
• Collaborate with state teams to improve customer satisfaction and regulatory compliance.
• Provide training and supervise regional Customer Advocacy staff.

Skills

Water infrastructure

Regulatory compliance

Customer service leadership

Billing analysis

MS Office Suite

SAP

CRM database

Education

Bachelor’s degree in Business or related field

Tools

SAP

CRM database

MS Excel

Job description

Requisition ID110144-Posted -Customer Service-PA-Mechanicsburg-Full Time - Regular

Share Our Purpose. Be Yourself. Feel Valued.

People are the heart of our business. As an American Water employee, you will be offered a competitive salary and health benefits package, along with opportunities to develop, grow, and evolve your career. Our benefits packages focus on key areas such as health & wellness, emotional & well-being, and savings for current & future goals.

We are Beautifully Different. We strongly believe having diversity across our company makes us more successful and helps us provide essential services to our customers. We are stronger because we embrace different ideas, viewpoints, experiences, and backgrounds. American Water is the best choice for your next role! Click here for more information on our inclusion, diversity, and equity journey.

About American Water
American Water (NYSE: AWK) is the largest regulated water and wastewater utility company in the United States. With a history dating back to 1886 and celebrating 140 years in 2026, We Keep Life Flowing by providing safe, clean, reliable and affordable drinking water and wastewater services to approximately 14 million people with regulated operations in 14 states and on 18 military installations. American Water’s approximately 7,000 talented professionals leverage their significant expertise and the company’s national size and scale to achieve excellent outcomes for the benefit of customers, employees, investors and other stakeholders.

The Regional Manager of Customer Advocacy will act as the key liaison between the centralized Director of Customer Advocacy and regional operations of the states under their purview. This role focuses on driving the adoption of standardized processes, ensuring regulatory compliance, and improving the consistency and quality of customer advocacy services across states. This role focuses on driving consistency, improving operational efficiency, and enhancing the customer experience while fostering collaboration across teams.

Key Accountabilities

• Evaluate Customer Advocacy programs for effectiveness, efficiency and regulatory compliance.
• Metrics and Performance Monitoring - Monitor key performance indicators (KPIs) for customer advocacy processes, such as complaint resolution times, adoption of standardized practices, customer satisfaction, etc.
• Plan, execute and oversee customer advocacy programs, including low income and referral programs, testimonials and case studies is partnership with the Director of Customer Advocacy.
• Collaborate with other leaders to improve customer satisfaction through technology, corporate initiatives, and building relationships in multiple state functions. Oversee Customer Advocacy objectives, accuracy, and overall success.
• Plan, assign, and supervise the completion of the regional Customer Advocacy tasks; handle challenging and uncommon issues; and offer ongoing training on work practices and the application of local, state, and federal laws, regulations, and rules to Customer Advocacy team.
• Create and finish month-end reporting promptly and accurately.
• Oversee each manager's goals and workstream, and make sure that actions and deadlines are followed to assure improvements
• Establish, build, and foster relationships with key stakeholders through ongoing, regular personal interaction, including but is not limited to personal meetings.
• Work with the company (state and corporate) communications leads to tell customer success stories / outcomes.
• Collaborate with Director of Customer Advocacy to ensure compliance of processes and procedures.

Additional Key Accountabilities

• Manage a team of customer advocacy agents within a specified region, provide training and support for state activities within region.
• Serve as the primary point of contact to ensure customer concerns are addressed and feedback is communicated and acted upon.
• Implement strategies to enhance customer satisfaction to align with AW strategic goals.
• Ensure timely completion and filing of PUC disputes and informal requests within specific region.
• Testifies on behalf of the Company at formal complaint hearings, rate case hearings and other proceedings before the PUC as assigned.
• Analyze regional customer feedback to identify trend and determine root causes.
• Work with Operations, Customer Service, and Regulatory teams to implement consistent approaches to addressing customer concerns and regulatory requirements.
• Identify opportunities for process improvements based on regional trends and share insights with leadership and other key stakeholders.
• Partner with Director of Customer Advocacy on process improvements to drive efficiency and effectiveness of customer advocacy activities and programs.
• Serve as the regional champion for the implementation and adherence to standardized customer advocacy procedures.

Knowledge/Skills

• Strong knowledge of water infrastructure and delivery systems, including production and operational practices, water quality, conservation, environmental compliance, customer metering, etc.
• Strong knowledge of state regulatory commission provisions, including company rate structure, and the company tariff, programs and services
• Strong knowledge of company billing practices, and the ability to interpret and understand customer billing anomalies in order to ensure proper follow-up to customer concerns
• Proficiency with MS Office Suite, SAP, CRM database or similar business applications
• Demonstrates the functional and technical knowledge and skills to do the job at a high level of accomplishment
• Demonstrates the ability to learn quickly when facing new problems, organizational agility, strong problem-solving skills, the ability to use his/her time effectively and efficiently, and the ability to maintain open lines of communication
• Skilled at developing effective solutions that often include leveraging and leading internal resources / teams, analyzing and interpreting situations, engaging in proactive customer communications
• Recognizing strategic opportunities to partner with customers on matters of mutual interest and benefit.
• Demonstrates the ability to champion the adoption of standardized procedures while effectively adapting and aligning regional processes to meet centralized standards.

Experience/Education

• Bachelor’s degree in Business, Marketing, Accounting, Communications, Engineering or Economics preferred. Equivalent work-related experience will be considered
• Strong experience in delivering client-focused solutions to customer needs
• 8 years of experience required in customer service, utility management, and the knowledge exposure to the principles and concepts of Customer Service Leadership.

Travel Requirements

• As required up to 50%

Certifications & Licenses

• Water Utility Management Certification and/or National Rural Water Association preferred
• Valid Driver's License required
• Standard office environment

Prioritizes & Role Models Safety

Plans, Aligns, & Directs

Drives Results

Decision Quality

Join American Water... We Keep Life Flowing

American Water is firmly committed to Equal Employment Opportunity (EEO) and prohibits employment discrimination for employees and applicants based on his or her age, race, color, pregnancy, gender, gender identity, sexual orientation, national origin, religion, marital status, citizenship, or because they arean individual with a disability, protected veteran or other status protected by federal, state, and local laws.