Job Title: Manager Large Load Support

Requisition: CUS00J3

Department: Business Solutions – Raytown Customer Care Center, Topeka General Office or Wichita Operations Center

Location: Raytown, MO; Topeka, KS; Wichita, KS

Pay Range: $99,500 - $132,600

Scheduled Work Hours: Monday - Friday 8:00 a.m. - 5:00 p.m. Job may require additional hours as required.

Summary of Primary Duties and Responsibilities:

This manager’s role oversees compliant, accurate billing and account operations, requiring deep expertise in regulatory requirements, SOX controls, and rate application for all customer segments, including large load and special contract accounts. The position blends strategic leadership with hands-on management, using strong analytical and problem-solving skills to translate data into operational improvements.

The manager ensures cross-department alignment and partners closely with Customer Support Managers along with Billing, Credit, IT, Legal, Regulatory, Audit, Energy Solutions, Demand Side Management, and Customer Care Support leadership to support and drive efficient processes enterprise-wide.

Major responsibilities include, but are not limited to:

• Possesses deep expertise in all regulatory rules governing billing, including requirements for large load and special contract customers.
• Ensures accurate and compliant rate application for all customers across all company territories.
• Maintains strong accounting awareness, ensuring full adherence to SOX controls related to the customer accounts and billing operations to ensure Billing readiness for all audits.
• Demonstrates a strategic mindset with strong problem-solving capabilities.
• Utilizes advanced data analytics skills to interpret complex information and convert insights into actionable operational plans.
• Operates as a working manager, balancing hands-on responsibilities with broader leadership duties.
• Serve as a point of contact for large-load customers, addressing billing questions, service needs, power quality concerns, and product inquiries.
• Build and maintain strong customer relationships by understanding business operations, identifying needs, and offering tailored solutions that enhance satisfaction.
• Resolve complex customer issues through coordination with internal partners.
• Develop and maintain large-load customer profiles to support account planning and business insights.
• Contribute to improvements in internal processes that enhance accuracy, efficiency, and customer experience within the Business Solutions and Billing analyst teams.
• Deliver clear, audience-appropriate communication for both technical and non-technical stakeholders.
• Participate in cross-functional project teams to improve standard practices, customer satisfaction, and workflow consistency.
• Collaborate with leadership to provide regular updates on key accounts, project status, and performance metrics.

Education and Experience:

This position requires at least 8 years of customer service or account management experience; preferred utility experience. Bachelor’s degree in business or related field is preferred. Strong analytical and problem-solving skills. Strong interpersonal, and communication, and problem-solving ability to analyze data, manage multiple priorities, and adapt in a fast-paced environment. Proficiency with Microsoft Office with high emphasis on Excel, and experience with Oracle CC&B and MDM, as well as proficiency with SQL.

Skills, Knowledge, and Abilities:

• Ability to manage multiple large load power and commercial and industrial customer needs simultaneously.
• Exceptional customer service and relationship building capabilities.
• Strong decision-making skills and sound judgment.
• Ability to work collaboratively across departments and act as a change agent.
• Effective project management skills for both technical and non-technical initiatives.
• Ability to identify and implement process improvements that enhance efficiency.
• Strong written and verbal communication skills tailored to diverse audiences.
• Demonstrated ability to work independently and within a team environment.

Working Conditions:

Hybrid office environment: In office Tuesday–Thursday. Remote work option Monday and Friday – unless required to be in the office. Travel between office locations for in-person meetings, project needs, or other business needs will be required.

Evergy has a clear mission – To empower a better future. Evergy chooses to live this mission by valuing People First. We know that to lead the responsible energy transition and provide affordable, reliable, and sustainable service to our customers and communities, we need a team with a variety of backgrounds, perspectives, and skills. We are committed to building a team where everyone – regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status – has a voice and can bring their best every day. Evergy is proud to be an equal opportunity workplace and is an affirmative action employer.