Requisition ID: *[[id]] * Share Our Purpose. Be Yourself. Feel Valued. People are the heart of our business. As an American Water employee, you will be offered a competitive salary and health benefits package, along with opportunities to develop, grow, and evolve your career. Our benefits packages focus on key areas such as health & wellness, emotional & well-being, and savings for current & future goals. We are Beautifully Different. We strongly believe having diversity across our company makes us more successful and helps us provide essential services to our customers. We are stronger because we embrace different ideas, viewpoints, experiences, and backgrounds. American Water is the best choice for your next role! Click here for more information on our inclusion, diversity, and equity journey. * About American Water* American Water (NYSE: AWK) is the largest regulated water and wastewater utility company in the United States. With a history dating back to 1886, We Keep Life Flowing® by providing safe, clean, reliable and affordable drinking water and wastewater services to more than 14 million people across 14 regulated jurisdictions and 18 military installations. American Water’s 6,500 talented professionals leverage their significant expertise and the company’s national size and scale to achieve excellent outcomes for the benefit of customers, employees, investors and other stakeholders. As one of the fastest growing utilities in the U.S., American Water expects to invest $40 to $42 billion in infrastructure repairs and replacement, system resiliency and regulated acquisitions over the next 10 years. The company has a long-standing history of executing its core operations, aligned with sustainable best practices, through its commitments to safety, affordability, customer service, protecting the environment, an inclusive workforce and strengthening communities. American Water has been recognized on the 2023 Bloomberg Gender-Equality Index for the fifth consecutive year, ranked 18th on Barron’s 100 Most Sustainable U.S. Companies 2023 List, earned the U.S. Department of Homeland Security SAFETY Act designation and U.S. Environmental Protection Agency’s WaterSense® Excellence Award, among additional state, local and national recognitions. For more information, visit amwater.com and join American Water on LinkedIn, Facebook, Twitter and Instagram. American Water is looking for a Regional Manager, Customer Advocacy in the New Jersey, Virginia, or Maryland region! If you have project management skills and thrive in a fast-paced environment, then this role is for YOU! Apply TODAY for immediate consideration! _ Work Environment_ Regional Manager, Customer Advocacy in NJ, VA, or MD. * * Posted Range: * * $105,000 - $155,000 annually. The base salary range represents a good faith salary range for this position. This position is eligible for annual incentive pay and has the opportunity for continued salary growth. If you are hired at American Water your base salary compensation will be determined based on factors such as market, geography, skills, education and/or experience. At American Water, we are committed to pay equity. In addition to compensation, you will be offered a comprehensive benefits package including 401(k),Defined Contribution Plan, Employee Stock Purchase Plan, medical, prescription, dental and vision coverage, plus disability, paid time off, life insurance, voluntary benefits, health and wellness programs and much more! American Water is also proud to offer employees learning opportunities and work experiences to grow professionally! * * This position is advertised as remote; however, the selected candidate will be working a hybrid schedule and must reside within American Water footprint in the New Jersey, Maryland, or Virginia region. * * Hybrid schedule: 3 days in the office and 2 remotely. * Standard office environment. _ Primary Role_ The Regional Manager of Customer Advocacy will act as the key liaison between the centralized Director of Customer Advocacy and regional operations of the states under their purview. This role focuses on driving the adoption of standardized processes, ensuring regulatory compliance, and improving the consistency and quality of customer advocacy services across states. This role focuses on driving consistency, improving operational efficiency, and enhancing the customer experience while fostering collaboration across teams. _ Key Accountabilities_ * Manage a team of customer advocacy agents within a specified region, provide training and support for state activities within region. * Serve as the primary point of contact to ensure customer concerns are addressed and feedback is communicated and acted upon. * Implement strategies to enhance customer satisfaction to align with AW strategic goals. * Ensure timely completion and filing of PUC disputes and informal requests within specific region. * Testifies on behalf of the Company at formal complaint hearings, rate case hearings and other proceedings before the PUC as assigned. * Analyze regional customer feedback to identify trend and determine root causes. * Work with Operations, Customer Service, and Regulatory teams to implement consistent approaches to addressing customer concerns and regulatory requirements. * Identify opportunities for process improvements based on regional trends and share insights with leadership and other key stakeholders. * Partner with Director of Customer Advocacy on process improvements to drive efficiency and effectiveness of customer advocacy activities and programs. * Serve as the regional champion for the implementation and adherence to standardized customer advocacy procedures. * Regularly audit and monitor team adherence to the standardized processes and tools. * Communicate regional customer concerns to the Director of Customer advocacy. * Oversee and respond to regional regulatory investigations, complaints and information requests in a timely manner. * Evaluate Customer Advocacy programs for effectiveness, efficiency and regulatory compliance. * Metrics and Performance Monitoring - Monitor key performance indicators (KPIs) for customer advocacy processes, such as complaint resolution times, adoption of standardized practices, customer satisfaction, etc. * Plan, execute and oversee customer advocacy programs, including low income and referral programs, testimonials and case studies is partnership with the Director of Customer Advocacy. * Collaborate with other leaders to improve customer satisfaction through technology, corporate initiatives, and building relationships in multiple state functions. Oversee Customer Advocacy objectives, accuracy, and overall success. * Plan, assign, and supervise the completion of the regional Customer Advocacy tasks; handle challenging and uncommon issues; and offer ongoing training on work practices and the application of local, state, and federal laws, regulations, and rules to Customer Advocacy team. * Create and finish month-end reporting promptly and accurately. _ Key Accountabilities Cont._ * Oversee each manager's goals and workstream, and make sure that actions and deadlines are followed to assure improvements. * Establish, build, and foster relationships with key stakeholders through ongoing, regular personal interaction, including but is not limited to personal meetings. * Work with the company (state and corporate) communications leads to tell customer success stories / outcomes. * Collaborate with Director of Customer Advocacy to ensure compliance of processes and procedures. * Employee Development and Support - Support team members within their region by fostering accountability and identifying training needs to drive skill alignment with centralized processes. * Promote a culture of proactive customer advocacy and regulatory compliance, ensuring consistency across regions. * Follow company Environmental, Health and Safety Policies, and report unsafe conditions to Director of Customer Advocacy immediately. * Work with the company (state and corporate) communications leads to tell customer success stories / outcomes. * Collaborate with Director of Customer Advocacy to ensure compliance of processes and procedures. * Follow company Environmental, Health and Safety Policies, and report unsafe conditions to Director of Customer Advocacy immediately. _ Knowledge/Skills_ * Skilled at developing effective solutions that often include leveraging and leading internal resources / teams, analyzing and interpreting situations, engaging in proactive customer communications, and recognizing strategic opportunities to partner with customers on matters of mutual interest and benefit. * Demonstrates the ability to champion the adoption of standardized procedures while effectively adapting and aligning regional processes to meet centralized standards. * Proven ability to juggle multiple project and program management at a time, while maintaining sharp attention to detail. * Skilled at accurately setting objectives and goals, inspiring others, maneuvering through complex political situations effectively and quietly. * Able to motivate, develop, and coach staff members to ensure all subordinates are skilled in providing informative product knowledge and support for all customer inquiries. * Exceptional time management, leadership, project management and problem-solving skills. * Able to plan, schedule, prioritize, and coordinate work with assigned team. * Strong knowledge of water infrastructure and delivery systems, including production and operational practices, water quality, conservation, environmental compliance, customer metering, etc. * Strong knowledge of state regulatory commission provisions, including company rate structure, and the company tariff, programs and services. * Strong knowledge of company billing practices, and the ability to interpret and understand customer billing anomalies in order to ensure proper follow-up to customer concerns. * Proficiency with MS Office Suite, SAP, CRM database or similar business applications. * Demonstrates the functional and technical knowledge and skills to do the job at a high level of accomplishment. * Demonstrates the ability to learn quickly when facing new problems, organizational agility, strong problem-solving skills, the ability to use his/her time effectively and efficiently, and the ability to maintain open lines of communication. _ Experience/Education_ * Bachelor’s degree in Business, Marketing, Accounting, Communications, Engineering or Economics preferred. Equivalent work-related experience will be considered. * Strong experience in delivering client-focused solutions to customer needs. * 8 years of experience required in customer service, utility management, and the knowledge exposure to the principles and concepts of Customer Service Leadership. _ Travel Requirements_ * As required up to 50%. _ Certifications & Licenses_ * Water Utility Management Certification and/or National Rural Water Association preferred. * Valid Driver’s License and ability to pass motor vehicle background check. _ Competencies_ Decision Quality Develops Talent Drives Engagement Plans, Aligns, & Directs Prioritizes & Role Models Safety Self-Awareness * Join American Water...We Keep Life Flowing™ * American Water is firmly committed to Equal Employment Opportunity (EEO) and prohibits employment discrimination for employees and applicants based on his or her age, race, color, pregnancy, gender, gender identity, sexual orientation, national origin, religion, marital status, citizenship, or because they are an individual with a disability, protected veteran or other status protected by federal, state, and local laws.