Dir Business Relationships & Operations

JEA•Jacksonville, FL

14h

About The Position

This position directs and leads the business customer experience, strategy, and programs for JEA's nearly 50,000 small, mid-size, and C&I business customers at Florida's largest municipal utility. The role designs, implements, and monitors customer engagement strategies, including providing technical support and recommendations for utility services such as grid reliability, power quality, distribution design, and engineering standards. It provides strategic and operational leadership for JEA's business customer engagement functions and serves as the technical and relationship liaison with Electric and Water System teams. The position collaborates with internal stakeholders to ensure timely communications, facilitate negotiations, coordinate solutions, and supports emergency operations during storm events or other crises. Develops, implements, and monitors short- and long-term strategies and annual business plans to achieve organizational goals and performance improvement metrics based on increased efficiency, improved productivity, reduced costs, and/or increased customer satisfaction. Facilitates discussions with customers and internal stakeholders focusing on technical design, support, reliability, and quality of electrical and water systems. Provides input into analysis, recommendations, and implementations of technical services and solutions in power quality, electric and water reliability, and other services provided by JEA. Plans, organizes, trains, coaches, directs, and evaluates the performance of assigned staff, establishing performance requirements and personal development targets aligned with the JEA Scorecard and Strategic Initiatives, monitoring performance, and providing direction for performance improvement and development. Assists in the Corporate and Business Unit Strategic Planning and oversees implementation in assigned areas. Facilitates contract negotiations and develops contracts in collaboration with appropriate stakeholders. Partners with other JEA Directors to ensure other aspects of service delivery meet customer expectations from planning, design, reliability, service restoration, and power and water quality. Provides industry leading results in customer satisfaction for JEA's 50,000 commercial accounts with demonstrated knowledge of JEA's utility services and an understanding of the basic needs and desires of JEA customers. Proactively reviews reliability criteria, researches reliability improvement options, and supports engineering in service reliability improvements on critical circuits with major accounts. Forecasts, develops, and administers Department Budget, Capital and O&M. Forecasts funds needed for staffing, equipment, materials, and supplies; monitors and approves expenditures. Ensures fiscally responsible staffing & vendor contracts to deliver and manage day to day operations and resources. Stays current of related local, state and federal regulations, as well as industry trends and activities. Implements corrective action, if needed. Responsible for emergency operations during storm or other crises events with demonstrated ability to remain calm in stressful situations. Provides input into recommendations and implementations of state-of-the-art technology tools in call processing, business transaction processing and customer contact handling and routing to ensure customer needs are met in a timely manner. Represents JEA in related industry groups to ensure the continuing awareness of industry changes and best practices with the objective of operating in the top quartile on utility performance measures. Provides leadership to develop and implement strategies and tactics to drive all aspects of JEA's commercial customer business ensuring all commercial customers receive superior customer service. Ensures coordination with city and state agencies, customers, contracts, developers and other community groups. Supports internal stakeholders to ensure new electric, water and/or sewer services/applications/fees are in accordance with JEA Rules & Regulations and prevailing tariff. Addresses issues and concerns of JEA's largest customers, various community stakeholders and the JEA employees serving these groups. Supports new product/programs development. Establishes and maintains effective working relationships with all levels of JEA employees, elected officials, business and community leaders, media representatives, and the public. Develops business cases including cost benefit analysis and Requests for Proposal (RFP) to support related technologies, initiatives, and programs. Provides leadership in meeting JEA's safety and wellness goals. Evaluates departmental practices and makes sound recommendations for developing and implementing appropriate procedures, controls, and improvements. Performs other job-related duties as assigned.

Requirements

Bachelor's degree in engineering or related field, Master's degree preferred
Minimum of ten (10) years of experience in one or more of the following areas: electric utility projects, utility design, utility engineering, utility construction/maintenance, utility operations, or energy marketing
At least five (5) years of direct leadership or management experience overseeing teams, projects, or operational functions
An equivalent combination of education, experience, and/or training
A valid driver's license is required prior to appointment and must be maintained during employment

Nice To Haves

Professional Engineering license preferred

Responsibilities

Directs and leads the business customer experience, strategy, and programs
Designs, implements, and monitors customer engagement strategies
Provides strategic and operational leadership for JEA's business customer engagement functions
Serves as the technical and relationship liaison with Electric and Water System teams
Collaborates with internal stakeholders to ensure timely communications, facilitate negotiations, coordinate solutions, and supports emergency operations during storm events or other crises
Develops, implements, and monitors short- and long-term strategies and annual business plans to achieve organizational goals and performance improvement metrics
Facilitates discussions with customers and internal stakeholders focusing on technical design, support, reliability, and quality of electrical and water systems
Provides input into analysis, recommendations, and implementations of technical services and solutions in power quality, electric and water reliability, and other services provided by JEA
Plans, organizes, trains, coaches, directs, and evaluates the performance of assigned staff
Assists in the Corporate and Business Unit Strategic Planning and oversees implementation in assigned areas
Facilitates contract negotiations and develops contracts in collaboration with appropriate stakeholders
Partners with other JEA Directors to ensure other aspects of service delivery meet customer expectations
Proactively reviews reliability criteria, researches reliability improvement options, and supports engineering in service reliability improvements on critical circuits with major accounts
Forecasts, develops, and administers Department Budget, Capital and O&M
Stays current of related local, state and federal regulations, as well as industry trends and activities
Responsible for emergency operations during storm or other crises events
Provides input into recommendations and implementations of state-of-the-art technology tools in call processing, business transaction processing and customer contact handling and routing
Represents JEA in related industry groups to ensure the continuing awareness of industry changes and best practices
Provides leadership to develop and implement strategies and tactics to drive all aspects of JEA's commercial customer business
Ensures coordination with city and state agencies, customers, contracts, developers and other community groups
Supports internal stakeholders to ensure new electric, water and/or sewer services/applications/fees are in accordance with JEA Rules & Regulations and prevailing tariff
Addresses issues and concerns of JEA's largest customers, various community stakeholders and the JEA employees serving these groups
Supports new product/programs development
Establishes and maintains effective working relationships with all levels of JEA employees, elected officials, business and community leaders, media representatives, and the public
Develops business cases including cost benefit analysis and Requests for Proposal (RFP) to support related technologies, initiatives, and programs
Provides leadership in meeting JEA's safety and wellness goals
Evaluates departmental practices and makes sound recommendations for developing and implementing appropriate procedures, controls, and improvements
Performs other job-related duties as assigned

Benefits

JEA offers a generous benefits and compensation package, with most benefits starting on your first day of employment
Paid Time Off: 13 paid holidays plus an exceptional annual leave benefit to be used for vacation, personal and sick time.
Medical: Three comprehensive medical plans offered as options for you and your dependents–including one plan with 100% paid coverage for the employee.
Other Benefits: Exceptional benefits package beginning from first day of employment.
Dental
Vision
Health accounts – employer sponsored HSA and HRA
Flexible spending accounts
Tuition reimbursement
Life insurance, accidental death & dismemberment, short-term and long-term disability and more.
Retirement: JEA provides a great benefits and retirement package for its employees. Employees may begin participation in the 457 Deferred Compensation Plan on day one of employment. Employees have the flexibility to choose from a variety of investment options to help them achieve their retirement goals.
Health & Wellness To encourage our employees to develop and maintain good health, JEA offers access to the Healthy Lifestyles Wellness program as well as 11 onsite fitness centers. From annual flu shots and biometric screenings to health risk assessments and periodic access to an on-site mobile mammography unit, the program offers something for everyone.