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.

El Paso Electric (EPE) is a regional energy provider that is engaged in generation, transmission, and distribution service to power approximately 460,000 customers in a 10,000-square mile area of the Rio Grande Valley in west Texas and southern New Mexico. We invite you to visit epelectric.com to learn more about EPE and our strategic initiatives. Join our EPE Team, and TOGETHER, we will transform the energy landscape.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c).