Water Quality & Environmental Compliance: Customer Experience Program Manager

American Water Co.

Bridgewater Township (NJ)

Hybrid

USD 61,000 - 88,000

Full time

2 days ago

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Benefits offered by this job

401(k)

Defined contribution plan

Employee stock purchase plan

Medical coverage

Dental coverage

Vision coverage

Disability insurance

Paid time off

Life insurance

Voluntary benefits

Wellness programs

Job summary

American Water’s Water Quality & Environmental Compliance team seeks a Customer Experience Program Manager to lead investigations of drinking water concerns, coordinate responses with Operations and Water Quality teams, and maintain timely, compliant communications with customers and regulators.

In this hybrid role based in New Jersey, you will oversee end-to-end complaint management, monitor trends, and implement actions with cross-functional partners to protect public health and customer

Qualifications

Bachelor's degree required.
Minimum five years in water, wastewater, and laboratory operations.

Responsibilities

Lead end-to-end management of customer water quality complaints, ensuring timely investigation, response and resolution.
Serve as primary liaison between customers, field operations, water quality staff, customer service teams, and regulatory agencies.
Coordinate field investigations, sampling activities, and corrective actions to address customer concerns and identify root causes.
Monitor complaint trends and emerging water quality issues and escalated concerns requiring action.
Ensure accurate communication of water quality findings, recommendations, and corrective actions to customers and internal stakeholders.
Support regulatory compliance by managing complaint investigations, responses to regulatory inquiries, and related documentation.
Collaborate with Operations to coordinate customer notifications, public communications, and service alerts during water quality events.
Maintain strong customer relationships through professional complaint resolution and proactive communication.
Support cross-connection control and other environmental compliance programs as assigned.

Skills

Regulatory knowledge

Environmental standards

Lab testing methods

Water/wastewater treatment

Cross connection control

Customer communication

Regulatory compliance

Stakeholder collaboration

Education

Bachelor's degree

Job description

Water Quality & Environmental Compliance: Customer Experience Program Manager By continuing to use and navigate this website, you are agreeing to the use of cookies.
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Requisition ID: 110420

Share Your 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.

For more information, visit amwater.com and joinAmerican Water on LinkedIn , Facebook , X and Instagram .

Job Description Job Alerts Link Job Title: Water Quality & Environmental Compliance: Customer Experience Program Manager Posting Start Date: 10/14/26

Position Information

***This role can be filled at any New Jersey office location within our footprint.

New Jersey

$61,050 - $88,370

The base salary range represents a good faith salary range for this position. This position is eligible for annual incentive pay and has the opportunity for continued salary growth. If you are hired at American Water your base salary compensation will be determined based on factors such as market, geography, skills, education and/or experience. At American Water, we are committed to pay equity.

In addition to compensation, you will be offered a comprehensive benefits package including 401(k), Defined Contribution Plan, Employee Stock Purchase Plan, medical, prescription, dental and vision coverage, plus disability, paid time off, life insurance, voluntary benefits, health and wellness programs and much more!

American Water is also proud to offer employees learning opportunities and work experiences to grow professionally!

Primary Role

Serve as the lead coordinator for customer water quality complaints and regulatory inquiries, managing investigations related to drinking water concerns, coordinating responses with Operations and Water Quality teams, communicating directly with customers and regulators, and ensuring timely resolution of issues while maintaining compliance and customer confidence.

Key Accountabilities

Lead the end-to-end management of customer water quality complaints, ensuring timely investigation, response, and resolution.
Serve as the primary liaison between customers, field operations, water quality staff, customer service teams, and regulatory agencies.
Coordinate field investigations, sampling activities, and corrective actions to address customer concerns and identify root causes.
Monitor complaint trends and emerging water quality issues and escalated concerns requiring operational or regulatory action.
Ensure accurate communication of water quality findings, recommendations, and corrective actions to customers and internal stakeholders.
Support regulatory compliance by managing complaint investigations, responses to regulatory inquiries, and related documentation.
Collaborate with Operations to coordinate customer notifications, public communications, and service alerts during water quality events.
Maintain strong customer relationships through professional complaint resolution, issue ownership, and proactive communication.
Support cross-connection control and other environmental compliance programs as assigned.

Knowledge/Skills

Knowledge of federal and state environmental standards and regulations and understanding of current environmental legislation and regulations.
Regulatory knowledge of proper lab analytical testing methods.
Must understand principles of water and/or wastewater treatment and be able to troubleshoot systems.
Review and process new water service applications for residential, commercial, industrial, irrigation, and fire protection services within assigned regions.
Communicate cross connection requirements, installation standards, testing obligations, and compliance expectations to customers, contractors, developers, and design professionals.
Collaborate with Operations, Engineering, Compliance, Customer Service, and external stakeholders to facilitate service activation and regulatory compliance.
Knowledge of cross connection control principles, backflow prevention assemblies, and public water system protection practices.
Knowledge of New Jersey Administrative Code N.J.A.C. 7:10-10 et seq. and other applicable drinking water regulations governing physical connections and backflow prevention.

Experience/Education

Bachelors degree
Minimum Five (5) years experience in water, wastewater, and laboratory operations.

Certifications/Licenses

Treatment license preferred, not required.

Work Schedule/Environment

Monday - Friday 7:00am - 3:30pm (flexible to the hybrid 3:2 schedule)
Majority of the work is in an office environment
Occasional outdoors for cross connections inspections
Will be able to work from any New Jersey office location
Occasional travel to other regions, as needed (less than 10%)

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Competencies

Plans & Aligns Decision Making Communicates Effectively Builds Networks Action Oriented

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 are an individual with a disability, protected veteran or other status protected by federal, state, and local laws.