Senior Customer Relations Manager - Retail

Grand River Dam Authority•Tulsa, OK

4d•Onsite

About The Position

The Senior Customer Relations Manager is responsible for driving GRDA’s electric sales by managing large-scale accounts, cultivating and maintaining strong trustworthy client relationships, and leading customer‑focused initiatives in collaboration with internal divisions. This role ensures exceptional service delivery, assists with developing strategic growth objectives, and promotes long‑term customer satisfaction. Essential job functions include, but are not limited to: Manage end-to-end outcomes for assigned key accounts, including strategic planning, execution, issue resolution, operational coordination, and continuous improvement. Build and sustain long-term strategic relationships with public power communities, authority leaders, economic development managers, councils, utility boards, civic organizations, and other external stakeholders. Serve as the senior liaison between internal divisions and external public power communities, ensuring alignment, coordination, and effective delivery of electric services. Provide direction and coordination for programs, projects, proposals, and initiatives that support public power communities and expand electric service to new and existing customers. Collaborate with internal divisions and business partners to influence strategy, secure resources, and drive execution of power-related projects and customer initiatives. Respond to customer needs and service requests, including new service, billing inquiries, outages, service coordination, rate inquiries, and operational concerns. Support contract development and execution, including communicating service terms, coordinating implementation, and preparing key commercial terms for power purchase and sale agreements. Coordinate planning with Business Development, Project Management, and Economic Development partners to support the growth of electric sales and delivery of services. Analyze customer feedback and operational data to identify trends, systemic issues, and opportunities for improvements that enhance customer experience and organizational performance. Develop creative, tailored solutions for complex customer needs, recognizing that each project and client may require customized strategies and approaches. Represent the organization in meetings, outreach events, community initiatives, and external communications to support and strengthen public power community relationships. Provide informal leadership and mentorship to less experienced team members while contributing to team development and organizational effectiveness, and perform other duties as assigned. Provide strategic oversight of retail utility operations, including load management, tariff application, service reliability, distribution performance, regulatory compliance, operational excellence and consistent delivery of high-quality electric service for retail customers.

Requirements

Proven ability to lead complex, cross-functional initiatives and manage strategic projects in a collaborative, business-to-business environment.
Advanced knowledge of the electric power industry, utility operations, and the operational and regulatory factors that influence service delivery.
Strong knowledge in contractual partnerships, including interpreting, developing, and supporting agreements with external stakeholders.
Demonstrated ability to exercise sound independent judgment when prioritizing work, resolving complex issues, and recommending solutions with organization-wide impact.
Ability to analyze complex, non-routine challenges and apply experience and strategic insight to guide effective decision-making.
Strong communication skills with the ability to deliver clear written, verbal, and presentation materials.
Advanced proficiency in Microsoft Office applications.
Highly organized and adaptable professional with strong analytical, problem-solving, and leadership skills, capable of managing multiple priorities in a dynamic environment.
Ability to travel up to 25%.
Bachelor’s degree in business administration and or a closely related field.
8+ years of progressively responsible experience in customer relations with large-scale accounts, preferably in the electric utility industry.
Valid Oklahoma driver’s license, or the ability to convert within 30 days for those with an out of state driver’s license that are an Oklahoma resident.

Responsibilities

Manage end-to-end outcomes for assigned key accounts, including strategic planning, execution, issue resolution, operational coordination, and continuous improvement.
Build and sustain long-term strategic relationships with public power communities, authority leaders, economic development managers, councils, utility boards, civic organizations, and other external stakeholders.
Serve as the senior liaison between internal divisions and external public power communities, ensuring alignment, coordination, and effective delivery of electric services.
Provide direction and coordination for programs, projects, proposals, and initiatives that support public power communities and expand electric service to new and existing customers.
Collaborate with internal divisions and business partners to influence strategy, secure resources, and drive execution of power-related projects and customer initiatives.
Respond to customer needs and service requests, including new service, billing inquiries, outages, service coordination, rate inquiries, and operational concerns.
Support contract development and execution, including communicating service terms, coordinating implementation, and preparing key commercial terms for power purchase and sale agreements.
Coordinate planning with Business Development, Project Management, and Economic Development partners to support the growth of electric sales and delivery of services.
Analyze customer feedback and operational data to identify trends, systemic issues, and opportunities for improvements that enhance customer experience and organizational performance.
Develop creative, tailored solutions for complex customer needs, recognizing that each project and client may require customized strategies and approaches.
Represent the organization in meetings, outreach events, community initiatives, and external communications to support and strengthen public power community relationships.
Provide informal leadership and mentorship to less experienced team members while contributing to team development and organizational effectiveness, and perform other duties as assigned.
Provide strategic oversight of retail utility operations, including load management, tariff application, service reliability, distribution performance, regulatory compliance, operational excellence and consistent delivery of high-quality electric service for retail customers.