DIRECTOR-CUSTOMER PROGRAMS

GRADE LEVEL: 57

DEPARTMENT: Renewable & Emergent Tech

STARTING SALARY: $136,100 – $190,022 Salary is commensurate with experience   

Profile Description

Provides strategic leadership for the development, implementation, and performance of customer-focused programs that support the Company's business objectives, regulatory commitments, and customer needs. This role oversees program strategy, governance, customer engagement, regulatory compliance, performance measurement, and stakeholder partnerships to ensure programs deliver measurable value, enhance customer satisfaction, and achieve desired outcomes. 

Job Summary

Under the direction of the Vice President of Customer Experience, the Director of Customer Programs provides strategic leadership for the development, implementation, administration, and optimization of El Paso Electric's customer programs. This role oversees the Company's portfolio of affordability, energy efficiency, electrification, sustainability, and customer assistance programs, ensuring strong customer engagement, program performance, regulatory compliance, and fiscal accountability. The Director collaborates with internal stakeholders, regulatory agencies, community organizations, and external partners to advance program innovation, operational excellence, and customer value. This position leads a high-performing team focused on delivering customer-centric solutions that support corporate objectives and enhance the overall customer experience.

Job Responsibilities

1. Develop and execute a customer programs strategy aligned with Company objectives, regulatory requirements, and customer needs. 
2. Establish and oversee a customer program portfolio that delivers measurable customer value, cost effectiveness, compliance, and strategic impact. 
3. Identify emerging trends, technologies, funding opportunities, and industry best practices, and recommend program enhancements and new initiatives. 
4. Direct the planning, implementation, administration, and evaluation of customer programs, ensuring effective governance and operational execution. 
5. Develop annual business plans, budgets, enrollment targets, and performance objectives, and monitor program effectiveness to drive continuous improvement. 
6. Lead customer outreach, education, enrollment, and retention strategies to increase program awareness, participation, and satisfaction. 
7. Partner with internal departments to ensure customer-facing processes are streamlined, accessible, and customer-centric. 
8. Collaborate with Regulatory Affairs to support program design, compliance, reporting obligations, regulatory filings, and cost recovery efforts. 
9. Establish program performance metrics and reporting tools, leveraging customer insights and data analytics to evaluate results and improve outcomes. 
10. Develop and maintain strategic relationships with community organizations, governmental agencies, industry partners, vendors, and other stakeholders to expand program reach and impact. 
11. Provide leadership, coaching, and development to staff while fostering a culture of accountability, innovation, collaboration, and continuous improvement.

Job Qualifications

Must possess required knowledge, skills, abilities and experience and be able to explain and demonstrate with or without reasonable accommodation that the essential functions of the job can be performed.

Education

Bachelor's degree in Business Administration, Public Administration, Marketing, Engineering, Sustainability, Communications, Economics or related field.

Project Management Professional (PMP) certification is preferred

Years of Experience

Experience: 10 years or more 

Minimum Knowledge, Skills and Abilities

1. Progressive experience in customer programs, utility operations, regulatory affairs, sustainability, energy efficiency, program management, customer experience, or related disciplines, with five (5) years in a leadership role.

2. Broad knowledge of electric utility operations, customer service principles, and regulatory environments.

3. Strong understanding of program design, customer engagement, performance measurement, and continuous improvement practices.

4. Ability to analyze complex data and translate insights into actionable recommendations.

5. Effective verbal and written communication skills.

6. Ability to establish and maintain excellent working relationships with officers, managers, supervisors, fellow employees, representatives of other utilities, outside consultants, suppliers, community leaders, customers, and the general public.

7. Ability to maintain a strong sense of propriety concerning confidential matters.

8. Demonstrated experience developing and managing large-scale customer programs or portfolios.

9. Demonstrated ability to lead cross-functional teams, manage stakeholder relationships, and influence decision-making.

10. Demonstrated expertise in project and program management, budget oversight, and strategic planning, with a proven ability to align resources and priorities to achieve business objectives.

11. Bilingual English and Spanish preferred.