Sr Manager Customer Advocacy

Pay Grade

19

Position Summary

The Sr. Manager of Customer Advocacy (CA) directs the business unit’s vision and strategy and leads operational activities for 2 teams (CRU and Weatherization) that provide high-touch, community-based support 24/7/365 and leads the business unit’s analytics, creating awareness on achievements and/or opportunities for improvement through data analyzation and visualization. The Sr. Manager drives performance, leads and mentors team members, sets clear expectations, shares information and provides opportunities for professional growth.  They provide output on work requirements, deficiencies in programs for improvement and showcase community immersion in CPS Energy’s territory. 
The Sr. Manager develops and maintains a productive network of professional relationships with elected officials, and key philanthropic, nonprofit and community leaders and organizations. They serve as a leader and subject matter expert for customer advocacy initiatives and topics across the organization and the community. The Sr Manager oversees the research and action on politically sensitive, elected official or constituent driven issues and inquiries and represents CPS Energy through partnerships with agencies, chambers, task forces, project teams and other organizations (such as non-profits, local industry trade associations, governmental entities, etc.).  

Tasks and Responsibilities

• Implements the CA strategy by effectively managing our internal and external programs while identifying opportunities for growth, improvement, and innovation.
• Responsible for the direction of CA strategy, programs, and initiatives including, but not limited, to board service, education, sponsorship and volunteerism in alignment with company policies and procedures.
• Understands, incorporates, and communicates CPS Energy’s strategy and initiatives throughout the organization, community and at industry forums. 
• Develops metrics and standards to evaluate the impact and effectiveness of CA resources and operations.  Leads the assessment of all programs, sponsorships, and engagement activities to ensure appropriate due diligence and alignment with corporate policies, procedures and customer’s terms and conditions.
• Participates in the business planning and business continuity process and monitors progress to plan.
• Develops marketing strategies of targeted programs in collaboration with key stakeholders to include internal and external partners.
• Develops and manages departmental budget.
• Supports the refinement, conceptualization and implementation of standard operating procedures, policies, and work processes for the department ensuring proper development and training.
• Develops KPI strategies that support customer segmentation targets, program enrollment targets and partnership development requirements that articulate to Manager and Front-line performance goals.
• Oversees the preparation of purchase requisitions, scopes of work and contracts for services and/or commodities in support of Community Engagement’s service portfolio.
• Identifies opportunities to maximize support through new partnerships to meet customer needs and engages in a strategic plan to meet those needs.
• Serves as an advocate for CPS Energy before stakeholders, partners, and the general public. 
• Develops, cultivates and owns relationships with representatives from key partner organizations, including but not limited to community agencies, non-profit organizations, Chambers of Commerce, and other partner organizations.
• Leverages industry groups through membership, serving on boards and networking (such as APPA, Chartwell, NEUAC, SBA, Chambers of Commerce).
• Monitors elected city council/staff community activities and community meetings for potential concerns relating to CPS Energy operations.
• Develops segment specific strategic plans to meet residential and SMB customer needs and drive behaviors based upon customer insights and demographic data. 
• Oversees business area analytics and tiered metric reporting.  Instructs variations of data visualization, system enhancements, trend analysis and autonomation of standardized reporting.
• Leads command function through extended outages, coordinating locations, support and specific customer site visits.
• Must be on-call and available 24/7/365 for emergencies – facilitating call duty assistance, CRU and Weatherization team roll-outs, executive updates and elected office updates.
• Evening and weekend work duties (i.e., HOA/NA meetings, Extended Outages, Outreach etc.)
• Performs other duties as assigned. 
   

Minimum Skills

Minimum Knowledge and Abilities

Preferred Qualifications

• Experience providing oversight of teams who provide case management 
• Ability to perceive organizational and political sensitivities and act accordingly
• Experience working with or serving on a Board of Directors 
• Experience leading multiple teams
• Bilingual

Competencies

Minimum Education

Required Certifications

Working Environment

Physical Demands