Mgr Community Engagement

Pay Grade

17

Position Summary

This position focuses on rotating strategies and methods to increase enrollment into CPS Energy customer account and energy efficiency programs to include the development, implementation and execution of plans including program budgets for implementation, evaluating and tracking the successful delivery of the program.

Community Outreach & Weatherization - Manage the Outreach/Weatherization team with successful execution of the Casa Verde Weatherization Program to include contractor performance, annual installation/ROI targets, geographical spread and financial run-rate. The PS&E delivery to first responders, educators, contractors and the general public on electric and gas safety are compliance requirements set forth by the Texas Railroad Commission RP1162.  Ensures consistent community engagement targeting enrollment into CPS Energy residential customer programs to include developing, implementing, and executing plans. 

Energy2Business (E2B) & Program Administration – Manage the E2B team who are embedded in the community nurturing small/medium business relations through a case management approach and providing extended outage support 24/7/365.  Develops roles and responsibilities for growing relationships with small business administrative non-profits, community leaders, regional business chambers and local government offices.  Oversee the residential customer program administration for: Critical Care, Affordability Discount, Disability, Senior Billing 

Customer Response Unit (CRU) – Manage the CRU team who is embedded in the community nurturing residential customer relations providing case management style support and extended outage support 24/7/365.  To include developing/maintaining partnerships with external non-profit organizations relative to community welfare.  Serves as a direct liaison to City of San Antonio Council offices in support of constituent issues and referrals for the utility.

Position focus will rotate every 1-2 years.

Tasks and Responsibilities

• Develops and monitors strategy, capacity, workflow plans, and budgets for the successful execution of the CPS Energy low-income assistance programs, Small/Medium Business (SMB) programs, resolution of customer problems/concerns, while continuously looking for process improvements and program enhancement opportunities.
• Acts as the internal and external liaison between the city council offices, city/county departments, non-profit agencies, and various CPS Energy departments (LGR, PQ&R, EDS, Gas, SO, etc). 
• Ensures direct reports are embedded in community daily, to promote community engagement, create greater customer access to CPS Energy, increase program enrollment, provide on-the-spot customer support, etc.
• Develops segment specific strategic plans to meet SMB/residential customer needs and support Public Safety & education (PS&E) targets based upon customer insights and demographic data. 
• Meets with clients, applicants, landlords, tenants, and other representatives. Mediates and resolves conflicts between the public, CPS Energy and contractors. 
• Manage and ensure all record-keeping requirements for the expenditure of energy efficiency funds and the energy efficiency gains from these programs are met in accordance with STEP recovery mechanism. 
• Manages customer satisfaction and recognition through: Energy Efficiency Recognition program and internal/external surveys
• Develop and maintain strong relationships with key partner organizations, including local committees, non-profit groups/agencies, neighborhood groups, businesses, Chamber of Commerce organizations and local government personnel.
• Verifies and validates data accuracy.  Identifies errors and develops mitigation plans/actions.
• Participates in public speaking engagements, participates in local business organizations and event functions throughout the business community.
• Ensures compliance with associated rules, regulations, policies and procedures.
• Aids Energy Delivery and Gas Delivery business units with customer communication during extended outages through facilitative: patrolling, door hanging, automated/personalized calls, critical care contact, etc.
• Assumes “command” function in extended outages impacting 10K+, coordinating teams, locations, customer communication, specific customer site visits, internal/external stakeholder updates, etc
• Conducts data analysis for performance measurement in various systems: SalesForce, FocalPoint, NICE, CISCO Unified Intelligence Center, 
• Facilitate the preparation of purchase requisitions, scope of work, and procurement process for area purchase order requirements.
• Researches to learn best practices of customer assistance programs and/or advocacy performed by other utilities.  Identify and implement new solutions to continuously improve the effectiveness, expeditiousness and quality of service provided.  Additionally, creates, vets and recommends new program offerings.
• Oversee event production for key event deliverables
• Must be available 24/7/365 and participate in rotational call duty facilitating: call duty assistance, CRU/E2B roll-outs, internal/external stakeholder updates
• Evening and weekend work duties [non-call duty] (i.e., community meetings, events, disaster response, etc.)
• Performs other duties as assigned.
   

Minimum Skills

Minimum Knowledge and Abilities

Preferred Qualifications

⦁    Experience developing partnerships with non-profit agencies and coalitions
⦁    Bilingual (English/Spanish)
⦁    CEM (Certified Energy Manager) or BPI Certification – or equivalent 

Competencies

Minimum Education

Required Certifications

Working Environment

Physical Demands