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Dir Business Relationships & Operations - JEA
This position directs and leads the business customer experience, strategy, and programs for JEA's nearly 50,000 small, mid-size, and C&I business customers at Florida's largest municipal utility. The role designs, implements, and monitors customer engagement strategies, including providing technical support and recommendations for utility services such as grid reliability, power quality, distribution design, and engineering standards. It provides strategic and operational leadership for JEA's business customer engagement functions and serves as the technical and relationship liaison with Electric and Water System teams. The position collaborates with internal stakeholders to ensure timely communications, facilitate negotiations, coordinate solutions, and supports emergency operations during storm events or other crises.
- Develops, implements, and monitors short- and long-term strategies and annual business plans to achieve organizational goals and performance improvement metrics based on increased efficiency, improved productivity, reduced costs, and/or increased customer satisfaction.
- Facilitates discussions with customers and internal stakeholders focusing on technical design, support, reliability, and quality of electrical and water systems.
- Provides input into analysis, recommendations, and implementations of technical services and solutions in power quality, electric and water reliability, and other services provided by JEA.
- Plans, organizes, trains, coaches, directs, and evaluates the performance of assigned staff, establishing performance requirements and personal development targets aligned with the JEA Scorecard and Strategic Initiatives, monitoring performance, and providing direction for performance improvement and development.
- Assists in the Corporate and Business Unit Strategic Planning and oversees implementation in assigned areas.
- Facilitates contract negotiations and develops contracts in collaboration with appropriate stakeholders.
- Partners with other JEA Directors to ensure other aspects of service delivery meet customer expectations from planning, design, reliability, service restoration, and power and water quality.
- Provides industry leading results in customer satisfaction for JEA's 50,000 commercial accounts with demonstrated knowledge of JEA's utility services and an understanding of the basic needs and desires of JEA customers.
- Proactively reviews reliability criteria, researches reliability improvement options, and supports engineering in service reliability improvements on critical circuits with major accounts.
- Forecasts, develops, and administers Department Budget, Capital and O&M.
- Forecasts funds needed for staffing, equipment, materials, and supplies; monitors and approves expenditures.
- Ensures fiscally responsible staffing & vendor contracts to deliver and manage day to day operations and resources.
- Stays current of related local, state and federal regulations, as well as industry trends and activities. Implements corrective action, if needed.
- Responsible for emergency operations during storm or other crises events with demonstrated ability to remain calm in stressful situations.
- Provides input into recommendations and implementations of state-of-the-art technology tools in call processing, business transaction processing and customer contact handling and routing to ensure customer needs are met in a timely manner.
- Represents JEA in related industry groups to ensure the continuing awareness of industry changes and best practices with the objective of operating in the top quartile on utility performance measures.
- Provides leadership to develop and implement strategies and tactics to drive all aspects of JEA's commercial customer business ensuring all commercial customers receive superior customer service.
- Ensures coordination with city and state agencies, customers, contracts, developers and other community groups.
- Supports internal stakeholders to ensure new electric, water and/or sewer services/applications/fees are in accordance with JEA Rules & Regulations and prevailing tariff.
- Addresses issues and concerns of JEA's largest customers, various community stakeholders and the JEA employees serving these groups.
- Supports new product/programs development.
- Establishes and maintains effective working relationships with all levels of JEA employees, elected officials, business and community leaders, media representatives, and the public.
- Develops business cases including cost benefit analysis and Requests for Proposal (RFP) to support related technologies, initiatives, and programs.
- Provides leadership in meeting JEA's safety and wellness goals.
- Evaluates departmental practices and makes sound recommendations for developing and implementing appropriate procedures, controls, and improvements.
- Performs other job-related duties as assigned.
JOB REQUIREMENTS
Education: Bachelor's degree in engineering or related field, Master's degree preferred.
AND
Experience: Minimum of ten (10) years of experience in one or more of the following areas: electric utility projects, utility design, utility engineering, utility construction/maintenance, utility operations, or energy marketing.Must include at least five (5) years of direct leadership or management experience overseeing teams, projects, or operational functions.ORAn equivalent combination of education, experience, and/or training.
License/Certifications/Registrations:
- A valid driver's license is required prior to appointment and must be maintained during employment.
- Professional Engineering license preferred.