VP of Member Service

SOUTH CENTRAL POWER•Lancaster, OH

3d•Onsite

About The Position

South Central Power Company, Ohio’s largest electric cooperative, is seeking an individual to fill the position of Vice President of Member Service. South Central Power Company is a member-owned electric cooperative serving more than 125,000 residential, commercial, and industrial members across 24 counties in central and southeastern Ohio. With over 12,000 miles of energized line, we provide safe, dependable electric, broadband and security services to a diverse mix of rural and growing communities. As a cooperative, we are guided by our commitment to the communities we serve. Through programs like Operation Round Up, our members support local nonprofits and community initiatives that make a meaningful impact across our service territory. We also take pride in our involvement in economic development, community partnerships, and member education efforts. This role plays a key part in advancing that work. We are looking for an experienced leader to work closely with the President & CEO and executive team to advance the Cooperative’s member focused strategy. This role is responsible for leading all member service functions, ensuring a consistent, high-quality member experience while supporting the Cooperative’s long-term business goals. The Vice President of Member Service will provide strategic direction and oversight across key areas including member experience, communications, community and government relations, key accounts, and energy services. This position plays a critical role in aligning services, programs, and engagement efforts with the evolving needs of our members and the communities we serve, while also supporting the development of retail rates and playing a key role in evaluating and advancing large load and commercial growth opportunities. This individual will lead a team of experienced professionals and is responsible for developing employees, establishing and monitoring goals and metrics, improving processes, and identifying opportunities. The role also supports board relations, contributes to strategic planning, and helps position the Cooperative for continued success. The successful candidate is someone who enjoys collaboration and strategic thinking and brings strong leadership and communication skills. This position will promote and maintain a safe working environment, observe all safety rules, and support South Central Power Company’s mission, vision, and values. This position reports directly to the President & CEO and is based in Lancaster, Ohio.

Requirements

Bachelor’s degree in Business Management, Communications, or a related field required; Master’s degree preferred. Equivalent combination of education and experience will be considered.
Minimum of 12 years of progressively responsible experience in a cooperative, utility, or related industry, with exposure to areas such as member service, communications, business development, or energy services.
Minimum of 4 years of supervisory experience with demonstrated success leading and developing teams; senior leadership experience preferred.
Strong leadership and change management skills with the ability to align teams, processes, and resources to support strategic priorities.
Exceptional written and verbal communication skills with the ability to effectively engage employees, members, community stakeholders, and the Board of Trustees.
Demonstrated ability to develop and execute strategy, establish goals and metrics, and drive continuous improvement across multiple functional areas.
Proven ability to build and maintain strong internal and external relationships requiring a high degree of diplomacy, negotiation, and influence.
Strong organizational skills with the ability to manage multiple priorities and adapt in a changing environment.

Nice To Haves

Experience supporting or collaborating on retail rate design and participating in large load or commercial growth opportunities preferred.

Responsibilities

Leading all member service functions
Ensuring a consistent, high-quality member experience
Supporting the Cooperative’s long-term business goals
Providing strategic direction and oversight across key areas including member experience, communications, community and government relations, key accounts, and energy services
Aligning services, programs, and engagement efforts with the evolving needs of our members and the communities we serve
Supporting the development of retail rates
Evaluating and advancing large load and commercial growth opportunities
Leading a team of experienced professionals
Developing employees
Establishing and monitoring goals and metrics
Improving processes
Identifying opportunities
Supporting board relations
Contributing to strategic planning
Promoting and maintaining a safe working environment
Observing all safety rules
Supporting South Central Power Company’s mission, vision, and values