Water Quality & Environmental Compliance: Customer Experience Program Manager

American Water•Bridgewater, NJ

14d•Hybrid

About The Position

Serve as the lead coordinator for customer water quality complaints and regulatory inquiries. The role manages investigations into drinking water concerns, coordinates responses with Operations and Water Quality teams, communicates directly with customers and regulators, and ensures timely resolution while maintaining compliance and customer confidence. The position also supports cross-connection control and other environmental compliance programs. It is based at any American Water office location within its New Jersey footprint. Most work is in an office, with occasional outdoor cross-connection inspections and travel to other regions as needed (less than 10%). The schedule is Monday through Friday, 7:00 a.m. to 3:30 p.m., with flexibility for a hybrid 3:2 schedule.

Requirements

Bachelor’s degree.
At least five years of experience in water, wastewater, and laboratory operations.
Knowledge of federal and state environmental standards and regulations, including current environmental legislation and regulations.
Knowledge of regulatory laboratory analytical testing methods.
Understanding of water and/or wastewater treatment principles and ability to troubleshoot systems.
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.
Ability to work Monday through Friday, 7:00 a.m. to 3:30 p.m., with flexibility for the hybrid 3:2 schedule.
Ability to work from a New Jersey office location and travel occasionally to other regions as needed.

Nice To Haves

Treatment license preferred, but not required.

Responsibilities

Lead end-to-end management of customer water quality complaints, including timely investigation, response, and resolution.
Act as the primary liaison among 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, escalating concerns that require operational or regulatory action.
Communicate water quality findings, recommendations, and corrective actions accurately to customers and internal stakeholders.
Manage complaint investigations, responses to regulatory inquiries, and related documentation to support regulatory compliance.
Coordinate customer notifications, public communications, and service alerts with Operations during water quality events.
Maintain customer relationships through professional complaint resolution, issue ownership, and proactive communication.
Support cross-connection control and other environmental compliance programs as assigned.
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.
Conduct occasional outdoor cross-connection inspections and travel to other regions as needed.