Requisition: 84035
PSEG Company: Public Service Electric & Gas Co.
Salary Range: $ 137,000 - $ 224,400
Work Location Category: Hybrid
Job SummaryAt this time, only current PSEG employees are being considered. This position is responsible for the leadership and management of a team of Territory Managers and Customer Advisors handling relationships with PSE&G's largest industrial, commercial, and strategic development customers, as well as National Accounts. The role is accountable for strengthening customer relationships, driving customer advocacy, facilitating complex energy solutions, and ensuring exceptional customer experience across the PSE&G service territory.
The Manager serves as the primary liaison between Business Customer Solutions, Customer Energy Solutions, Electric and Gas Operations, Asset Management, Rates & Regulatory, Legal, and other internal organizations to proactively resolve customer issues and support strategic company initiatives. The position is responsible for coaching associates, managing customer escalations, improving operational performance, and supporting customer participation in energy efficiency, distributed energy resources, and other utility programs.
This position requires strong leadership, business acumen, relationship management, and cross-functional collaboration to balance customer needs with company objectives.
Job Responsibilities- Lead and manage a diverse team of Customer Advisors responsible for strategic relationships with PSE&G's largest and most critical customers as well as National Accounts.
- Provide leadership, coaching, and professional development for advisors responsible for customer relationship management, project coordination, and utility program participation.
- Develop customer engagement strategies that strengthen customer satisfaction, increase program participation, support revenue growth, and improve long-term customer retention.
- Partner with internal organizations to identify and implement business process improvements that enhance customer experience, operational efficiency, and service delivery.
- Monitor and analyze customer satisfaction and operational metrics to identify trends and implement corrective actions.
- Collaborate with external facing organizations to develop customer communication strategies supporting company initiatives and regulatory objectives.
- Advocate internally on behalf of customers while representing PSE&G's business objectives during customer meetings, executive briefings, industry organizations, and stakeholder engagements.
- Build and maintain strong working relationships across operating departments to ensure consistent execution of customer commitments and successful implementation of strategic initiatives.
- Support storm restoration activities and after-hours managed customer outages & emergencies by serving as a senior communication liaison between operating organizations and key accounts during emergency response situations.
- Maintain working knowledge of electric and gas operations, utility tariffs, customer programs, distributed energy resources, and regulatory requirements
- Ensure compliance with PSEG Standards for Business Controls, corporate policies, safety requirements, and management expectations for effective internal controls.
Job Specific Qualifications- Bachelor's Degree with a minimum of 7 years of related business experience or 10+ years of progressively responsible business, utility operations, engineering, customer operations, account management, or sales experience.
- Demonstrated leadership experience managing customer-facing professionals or cross-functional teams.
- Experience managing strategic customer relationships involving commercial, industrial, or large account customers.
- Knowledge of utility operations including electric and gas distribution, Meter-to-Cash processes, tariffs, and regulatory requirements.
- Demonstrated experience resolving complex customer issues through collaboration across multiple business organizations.
- Strong project management, planning, organizational, analytical, and decision-making skills.
- Excellent verbal, written, presentation, negotiation, and executive communication skills.
- Must meet and maintain nuclear requirements for Unescorted Site Access.
Desired- MBA or advanced degree in Business, Engineering, or related discipline.
- Certified Energy Manager (CEM) or Project Management Professional (PMP) certification.
Some positions at PSEG require access to information covered by the Department of Energy's regulation 10 CFR 810 (Part 810). If applicable, the successful applicant must prove they are: (1) a citizen or national of the USA; OR (2) a lawful permanent resident of the United States (Non-Conditional Permanent I-551 / Green Card / Permanent Resident Card holder); OR (3) a citizen, national, or permanent resident of a "Generally Authorized" destination on the attached list not also a citizen, national, permanent resident of any country not listed; OR (4) a "Protected Individual" under the Immigration and Naturalization Act (8 U.S.C 1324b(a)(3)).
As an employee of PSEG, you should be aware that during emergency restoration efforts, you may be required to perform functions outside of your routine duties and on a schedule that may be different from normal operations.
For all roles, PSEG's drug and alcohol testing program includes pre-employment testing, testing for cause, and post-incident/accident testing.
Employees who are hired or transfer into a federally regulated role (including positions covered by USDOT, PHMSA, or NRC regulations) are subject to random drug and alcohol testing, inclusive of marijuana. Although numerous states throughout the country have legalized marijuana/cannabis products recreationally and medically, the use of these products are prohibited for employees in federally regulated roles. Please note that the use of CBD products may result in a positive drug test for THC/Marijuana and such use is not a legitimate medical explanation for a positive result.
If you are a current PSEG Long Island (PSEGLI) employee and offered an opportunity with PSEG or any of its subsidiaries other than PSEGLI, you will be treated as a new hire. Please note that as a new hire to PSEG, your benefits will change and generally will be consistent with other similarly situated PSEG new hires. Similarly, for PSEG employees who accept job opportunities with PSEGLI, your benefits will change and generally be consistent with other similarly situated new hires of PSEGLI.
