Customer & Community Management Manager

PPL Corporation•Providence, RI

About The Position

Lead and provide strategic direction to the RI Energy Customer & Community Management (CCM), Specialist and Managed Account Services (MAS) teams. These teams are composed of experienced, highly effective professionals who serve as trusted representatives of RI Energy within the community. The CCM team builds and sustains strong relationships with major customers, key stakeholders, community and municipal leaders, economic development organizations, and other influential associations, with a strategic focus on strengthening RI Energy’s reputation and presence across Rhode Island. This role actively leverages these relationships to cultivate third-party advocates who support RI Energy in regulatory, policy, and political forums. The CCM engages with a broad network of external entities to advance customer and Company interests, including strategic customers, elected officials, town administrators, Chambers of Commerce, economic development agencies, community-based organizations, local development councils, and business associations. With a deep understanding of RI Energy’s operations and key issues, the CCM provides critical public and community relations input to operations, customer service, and other internal teams. The role frequently involves leading cross-functional initiatives to resolve complex issues, improve processes, and ensure RI Energy delivers a consistently positive and lasting impact within the communities it serves.

Requirements

Bachelor’s degree or related work experience on a year‑for‑year basis in community/public relations and/or the energy/utility industry.
5+ years of relevant experience in community/public relations and/or the energy/utility industry.
Strong oral and written communication skills.
Demonstrated leadership capability.
Ability to manage multiple priorities.
Proficiency in computer skills, including the ability to work with customer and billing systems.
Demonstrates an energetic and enthusiastic manner, strong collaboration and negotiation skills, and the ability to add value to stakeholder relationships.

Nice To Haves

MBA.
Ten years of relevant business experience.
Strong knowledge of state and local government, with extensive community experience.
Known, credible presence among community leaders in the region.
Broad knowledge of the utility business.
Comfortable communicating publicly and through various media channels.

Responsibilities

Provide strategic leadership at all levels of the company and with key stakeholders to manage issues in communities.
Develop and maintain solid working relationships with key customers and local officials and their staffs, providing information to enable positive outcomes for RI Energy and assisting with resolution of constituent issues involving RI Energy.
Manage the team identifying emerging issues at the customer and community level and work with company personnel and community representatives to identify, develop, and implement solutions.
Advocate for the “voice of the customer” and mobilize RI Energy’s functional areas (Customer, Operations, etc.) to provide timely and appropriate responses to identified customer or community needs, increasing business-to-business alignment and customer satisfaction.
Manage a wide range of corporate citizenship programs, sponsorships, and similar initiatives in which RI Energy has an interest.
Serve as a community leader and active participant on strategically selected nonprofit boards.
Manage the team of key account managers for selected major commercial and industrial customers, universities, hospitals, municipalities, and state agencies, as assigned.
Attend meetings and activities, including business and trade events and, as required, City/Town/Village Council sessions outside of normal business hours; make public presentations as required.
Provide strategic input and support Operations (electric and gas) stakeholder management efforts, including advance communications related to major infrastructure upgrades to manage community and business owner expectations and demonstrate superior customer service.
Oversee and manage off-hours customer operations, including on-call rotation for emergencies and after-hours state and municipal inquiries.
Assist with and oversee the assignment of personnel to emergency storm roles during storms and other emergency events requiring rapid power restoration or response to customer service impacts; may require extended work hours, including evenings and weekends.
Manage customer and community liaison annual training and public safety seminars, when applicable.
Perform other duties as assigned.
Comply with all policies and standards.