Description
Position Title: Business and Communications Manager
Supervisor: General Manager
Status: FLSA Exempt
Salary: $90,000 - $115,000
Hours of Work: Monday-Friday 8am-4pm | Summer Hours: Monday-Thursday 7:30am-4:30pm; Friday 8am-12pm | Hours outside of normal business hours may be required to fulfill the responsibilities of this position.
DESCRIPTION: The Business and Communications Manager at Stowe Electric Department plays a pivotal role in overseeing critical business operations and communications strategies. Reporting to the General Manager, this role is responsible for oversight of the Customer Care team, insurance management, key business functions, policy development, and public communications/marketing. The ideal candidate will thrive in a collaborative environment and possess strong leadership skills.
SUMMARY: Responsible for overseeing the business and communications requirements of Stowe Electric Department (SED), including assessing and maintaining adequate insurance coverage for the utility; assisting with special projects, applications, reports, and filings; overseeing the Customer Care team; maintaining eligibility for various industry awards and certifications (e.g. RP3, SEP, etc.); and other duties as assigned.
In collaboration with the General Manager, creates and implements personnel policies; creates and implements operating policies and procedures; assists with other HR functions such as the hiring and interview process. Responsible for developing and implementing communication strategies and messaging to advance SED’s goals with relevant stakeholder groups, including but not limited to employees, customers, utility industry peers, public officials, and regulators. Upholds the high administrative standards of Stowe Electric Department.
ESSENTIAL DUTIES & RESPONSIBILITIES: This is not an all-inclusive list and is only intended to represent key areas of responsibility.
- Responsible for ACH, wire, and autopay bank drafts and payroll transfers. Prepares daily Cash Position and resolves Positive Pay exceptions.
- Responsible for generating customer service-related reports as needed to support filings and compliance reporting in collaboration with Regulatory staff.
- Assists Customer Care staff in expeditiously resolving customer issues, including collections and outage response. Meets with customers in person to resolve issues when necessary.
- In collaboration with Regulatory staff, researches, investigates, and presents information related to customer service complaints filed with the Public Utility Commission and/or Department of Public Service.
- Responsible for scheduling regular Customer Care staff training on systems, policies, regulations, and procedures to ensure regulatory compliance and the highest level of customer service for SED ratepayers.
- Collaborates with Regulatory staff and the Lead Customer Service Representative to ensure the utility adheres to all regulations regarding customer billing and record retention.
- Oversees maintenance of insurance policies as well as liability and property claim issues.
- Assists with the development and marketing of integrated resources programs to meet Tier III requirements. Oversees management of Connected Homes Tier III program.
- Responsible for all internal and public communications including press releases, marketing campaigns, fact sheets, presentations, website, social media accounts, and other important utility communications.
- May assist with the creation of monthly Commission packages and other local government communications and filings. May attend Stowe Electric Commission, Stowe Selectboard, or Town meetings on an as-needed basis.
- Develops and maintains employee handbooks and other personnel policies in collaboration with the General Manager. Develops and maintains operating and customer policies and procedures in collaboration with the General Manager and other key staff.
- Establishes and maintains positive and professional relationships with individuals, businesses, and community-based organizations in Stowe.
- Plans and coordinates special events and functions as needed and represents SED at community and industry events.
- Provides backup for key business functions related to Payroll, Customer Care, and other department staff, as assigned.
- Works with General Manager and other key staff on special projects.
- Required availability during utility emergency/outage operations. Provides internal and external outage/emergency communications in collaboration with the General Manager. Coordinates mutual aid accommodations, staff meals, and provides other support services as assigned during emergency operations.
- Performs other duties as assigned, including working as a team member to solve problems outside of the Business and Communications Manager scope of duties. This position should also focus on developing strong working relationships with employees throughout the organization and seek out opportunities to collaborate with or support other departments to help with company-wide objectives, tasks, and projects.
DAILY MANAGEMENT RESPONSIBILITIES:
- Responsible for the day-to-day operations of the Customer Care department.
- Oversees Lead Customer Service Representative, Billing Clerk, and Customer Service Representative(s).
QUALIFICATIONS:
- Ability to learn and successfully utilize SED’s enterprise software system to produce necessary reports to meet regulatory and project requirements. Experience with National Information Systems Cooperative’s (NISC) utility enterprise software platform preferred.
- Ability to design and implement policies and procedures that satisfy Vermont Public Utility Commission and Vermont Public Service Department regulations and requirements.
- Knowledge of municipal utility operations. Ability to monitor and stay abreast of utility industry trends and developments, particularly related to electrification, distributed energy resources, renewable energy generation, and demand response programs.
- Ability to work collaboratively with internal and external stakeholders to advance SED’s goals and ensure compliance with regulations.
- Excellent communication, math, and reasoning ability required.
- Ability to create professional communications materials using various design tools (Canva, Adobe, PowToon, Mailchimp, Wix)
- Website design and management experience required.
- Must be able to clearly and concisely express ideas in writing and orally. Ability to effectively present information and respond to questions from customers, employees, executives, regulators, officials and the general public.
- Previous HR and/or policy development experience preferred.
EDUCATION/EXPERIENCE:
- Bachelor’s degree in business, communications, marketing, or other related field required.
- 2-5 years management experience.
- 2+ years in a utility, municipal, or other regulated environment preferred.
ABOUT STOWE ELECTRIC: Since 1911, Stowe Electric Department has provided reliable electricity and superior service to the community of Stowe, Vermont. Serving approximately 4,700 residential and commercial customers, Stowe Electric is committed to supplying safe, reliable, affordable electric service.
Stowe Electric Department is a municipally owned Public Power utility offering an exciting, dynamic work environment serving the community of Stowe, Vermont. Stowe is a quintessential New England town nestled in the picturesque Green Mountains at the foot of Mount Mansfield, Vermont's highest peak. Just 45 minutes from Burlington and 30 minutes to Montpelier, Stowe is more than just a tourist destination. A vibrant village, diverse shopping opportunities, varied culinary options, and a vast array of year-round outdoor recreational experiences make Stowe a community you'll want to call home.
All positions will remain open until filled.
To apply, please email your resume and (3) references to HR@StoweElectric.com