Director Revenue Recovery

NiSource•Columbus, OH

2d•$133,400 - $200,100

About The Position

The Director of Revenue Recovery is responsible for developing and executing the utility's strategy to identify, recover, and prevent revenue losses associated with unpaid customer accounts, billing inaccuracies, energy theft, metering discrepancies, and process inefficiencies. This role leads cross-functional initiatives across Customer Service, Field Operations, Metering, Finance, Regulatory Affairs, Legal, and Technology teams to optimize revenue collection while maintaining regulatory compliance and delivering a positive customer experience. As a leader in the Customer Operations organization, the Director will establish policies, governance, analytics, and operational processes that maximize recovery of lost revenue, reduce bad debt expense, improve collection effectiveness, and ensure equitable treatment of customer.

Requirements

Bachelor's degree in business administration, Finance, Accounting, Economics, Engineering, Operations Management, or a related field required
5+ years leading managers and operational teams in a process-driven, customer-focused organization
Experience working with regulatory agencies and compliance requirements.
Demonstrated success improving collection rates, reducing bad debt, and managing revenue recovery programs.
Strong understanding of utility billing, metering, collections, credit policies, and customer operations.
Knowledge of revenue assurance, fraud detection, and energy theft investigation practices.
Advanced analytical and financial management skills.
Expertise in operational performance improvement methodologies
Strong executive communication and stakeholder management skills.
Ability to collaborate and influence across departments to resolve issues, drive projects, and implement change
Proven success in implementing process improvements and customer-focused initiatives
Strong oral and written communication skills
Self-directed with the ability to work independently and collaboratively

Nice To Haves

Master's Degree or advanced degree
Experience within an electric, gas, water, or multi-utility environment preferred.
Experience in collections, revenue recovery, or print operations

Responsibilities

Develop and execute a comprehensive revenue recovery strategy aligned with corporate financial objectives, including annual goals, performance metrics, recovery targets, long-term collection improvement plans, and strategies to reduce write-offs.
Lead initiatives to reduce revenue leakage caused by billing errors, metering inaccuracies, energy diversion, theft, delinquent accounts, process inefficiencies, and other revenue loss drivers.
Direct collections strategy across residential, commercial, and industrial customer segments, including delinquency management, payment arrangements, disconnections, reconnections, bad debt recovery, arrearage response, and jurisdiction-specific write-off and bankruptcy processes.
Manage budget and payment plan strategies across six states to ensure compliance with business, regulatory, and jurisdictional requirements, while monitoring budget variance, contracts, issue tracking, and resolution.
Evaluate and optimize collection agency performance, vendor relationships, internal and field collection activities, and external partner effectiveness to improve revenue recovery outcomes.
Develop early intervention programs and customer-friendly payment solutions to improve customer payment outcomes, reduce arrearages, support affordability, and help eligible customers avoid service disconnections.
Lead revenue assurance and loss prevention efforts, including investigations and recovery related to unauthorized energy usage, meter tampering, theft, fraud, billing anomalies, metering issues, and revenue integrity risks.
Partner with Metering, Field Operations, Analytics, Customer Experience, Finance, IT, Digital, Legal, Regulatory, and other cross-functional teams to identify revenue leakage opportunities, improve forecasting, enhance technology, support recovery actions, and resolve customer or stakeholder inquiries.
Use advanced and predictive analytics to identify recovery opportunities, revenue risks, high-risk accounts, billing and metering anomalies, and process improvement opportunities across jurisdictions and operating companies.
Establish and monitor dashboards, KPIs, business metrics, and customer metrics related to collection effectiveness, recovery rates, write-offs, aging balances, customer arrearage, revenue leakage, and overall performance management.
Ensure compliance with state utility regulations, commission requirements, consumer protection laws, federal requirements, company policies, regulatory filings, audits, rate cases, and legal requirements while balancing revenue recovery with customer equity, satisfaction, and affordability.
Build, lead, and develop a high-performing revenue recovery organization by establishing accountability, ensuring consistency across functional areas and operating companies, applying industry best practices and emerging technologies, fostering integrity and innovation, and managing staffing, resources, and continuous improvement efforts.