Company Summary Statement

Rhode Island Energy provides essential energy services to over 770,000 customers across Rhode Island through the delivery of electricity or natural gas. Our team is dedicated to helping Rhode Island customers and communities thrive while supporting the transition to a cleaner energy future. Rhode Island Energy is part of the PPL Corporation (NYSE: PPL) family of companies addressing energy challenges head-on by building smarter, more resilient, and more dynamic power grids and advancing sustainable energy solutions. PPL is a positive force in the cities and towns where we do business, providing support for programs and organizations that empower the success of future generations by helping to build and maintain strong, diverse communities today.

Overview

Within the Rhode Island Energy CustomerServiceteam, theProgram Managerwill be responsible forcontrols around Customer Solutions Energy Efficiency (EE) programs including but not limited to vendor compliance, performance managementandprocess enhancementinRhode Island

Responsibilities

• Evaluate the design and operating effectiveness of key internal controls for EE programs to ensure the effectiveness and efficiency of operations, accuracy and completeness of their reporting, and compliance with laws and regulations

• Responsiblefor developingstrategies and tactics to ensure effective program performance, while working closely with cross functional groups over the entire project life cycle.

• Analyzes problem/opportunity areas of assigned programs and provide solutions

• Assess the adequate and timely remediation of control deficiencies

• Establishes milestones and monitors adherence to program plans and schedules while identifying and mitigating risks

• Has proven experience as a Program manager and has thorough understanding of project/program management techniques and methods

• Conducts internal reviews and audits while developing risk management strategies

• Follows up on compliance issues that require investigation & provides reporting on compliance

• Leads the identification, communication, measurement, and management of customer service risk& works cross functionally with Legal, Risk and Data Privacy to mitigate risk

• Designs and implements an overall risk management process for theorganization, which includes an analysis of the financial impact on the company when risks occur

• Conducts policy and compliance audits, which will include liaising with internal and external auditorsand supports regulatory reporting as necessary

• Leads key compliance initiatives and drives accountabilityacrosscustomer service

• Works directly with leadership to help define overall customer support strategy and ensure such strategy is executed in a timely and efficient manner

• Leads development of Dashboards and on demand executive reports

• Ensures program operations and activities adhere to legal guidelines and internal policies

• Builds and maintains relationships with Rhode Island functions/entities that directly impact Customer Delivery workload, budgetary decisions, service strategy, etc. (i.e.Marketing, Billing, Finance, Jurisdictions, Operations, IT, Regulatory, etc.).

• Ensures Customer Support is proactively involved in or aware of macro business level decisions or factors potentially impacting volume, workload, and/or staffing requirements.

• Identify operational process enhancements based on enhanced capabilities provided by the new call center technologies, corporate initiatives, etc.

• Works directly with Finance and Customer Delivery leadership in the development, management, and execution of the Customer Support annual financial budget, variance reportingand ongoing monthly re-forecast and reconciliation process

• Manage change by demonstrating support for innovation and for organizational changes needed to improve the organization’s effectiveness; helping others to successfully manage organizational change

• Physicalpresenceintheoffice/on-sitetoengageinface-to-faceinteractionandcoordinationofworkamongdirectreportsandco-workers.

• MaybeassignedanElectricUtilitiesemergencyandstormrole.Thisisaspecialassignmentthatcomesintoplayduringstormsandotheremergencieswhenthecompanyneedstorestorepowerorrespondtootherissuesaffectingcustomerservice.Thisrolemaynecessitatetheneedtoworkafter-hours,outsideofyournormalschedule

Qualifications

• Bachelor'sDegree

• Controls and Compliance experience required

• Experienced at defining operational strategies to address short- and longer-term goals

• Proven ability to work on concurrent projects; must possess strong problem solving and conflict resolutionskills.

​ ​ Preferred Qualifications ​

• UtilityExperiencePreferred

• Energy Efficiency Experience Preferred

• Process and Program management experience a plus

• Knowledge of Word, Excel, Access, and PowerPoint. Ability to quickly learn newsoftwarepackages.

• Must possess strong written and oral communicationskills.

• Ability to work effectively in a team-basedenvironment.

• Excellent negotiating skills and consensus building

• Demonstrates ability to work effectively ina rapidly changing environment

RhIsEn

Need help finding the right job?

We can recommend jobs specifically for you!

Remote Work

The company reserves the right to determine if this position will be assigned to work on-site, remotely, or a combination of both. Assigned work location may change. In the case of remote work, physical presence in the office/on-site may be required to engage in face-to-face interaction and coordination of work among direct reports and co-workers.

Equal Employment Opportunity

Our company is an equal opportunity, affirmative action employer dedicated to diversity and the strength it brings to the workplace. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, national origin, protected veteran status, sexual orientation, gender identify, genetic information, disability status, or any other protected characteristic.

Job Locations US-RI-Providence

ID 2023-5200

Category Customer Service

Position Type Regular

# of Openings 1

Full Time/Part Time Full-Time

Experience Level Professional

Company Rhode Island Energy