Position Details

Salary $88K – $88K USD / year

Type Not Specified

Experience mid

Exp. Years Not specified

Education Not specified

Category Legal & Compliance

About this role

This supervisory role supports regulatory performance operations by ensuring compliance with consumer protection regulations and managing day-to-day relationships with regulatory and advocacy stakeholders. It also drives performance improvement through complaint investigation oversight and tracking key performance indicators.

Key Responsibilities

Assure accurate and timely investigations of consumer complaints (compliance and responsiveness)
Provide coaching, mentoring, and performance appraisals; conduct Performance Planning and Appraisal process
Develop and maintain internal relationships to resolve customer complaints and process/procedural improvements
Serve as primary interface with external stakeholders/regulatory agencies regarding performance and daily interactions
Assist in implementation of strategic initiatives, business goals, and performance improvement objectives

Technical Overview

The work focuses on compliance and performance management: investigating consumer complaints accurately and on time, coaching and appraising employees, and using key performance indicators to identify and implement performance improvement initiatives. It includes external stakeholder interface with regulatory agencies and consumer advocacy organizations.

Ideal Candidate

The ideal candidate is a regulatory performance leader who understands consumer protection compliance requirements governed by Public Service Commissions and the Board of Public Utilities. They have experience supervising performance through coaching and appraisals, overseeing consumer complaint investigations, and tracking key performance indicators to drive measurable improvements.

Must-Have Skills

Assure compliance of the Company's procedures with consumer protection regulations of the Public Service Commissions and the Board of Public UtilitiesAssure accurate and timely completion of investigations of consumer complaintsConduct Performance Planning and Appraisal processManage the day-to-day relationship of the Company with consumer services divisions of regulatory agencies and consumer advocacy organizations

Required Skills

Regulatory Performance Group directioncompliance of Company's proceduresconsumer protection regulationsPublic Service CommissionsBoard of Public Utilitiesinvestigations of consumer complaintsperformance coachingmentoringperformance appraisalsPerformance Planning and Appraisal processkey performance indicatorsperformance improvement objectivesstrategic initiativesstakeholder managementregulatory agenciesconsumer advocacy organizations

Hard Skills

regulatory performance group directionconsumer protection regulationsPublic Service CommissionsBoard of Public Utilitiescompliance of Company's proceduresinvestigations of consumer complaintsperformance coachingmentoringperformance appraisalsperformance planning and appraisal processcustomer complaint resolutionkey performance indicatorsperformance improvement objectivesstrategic initiatives implementationbusiness goals and objectives trackingchange agent initiatives coordinationstakeholder management with regulatory agenciesconsumer services divisions relationship managementconsumer advocacy organizations relationship managementexternal stakeholder interface with regulatory agenciesday-to-day relationship management

Soft Skills

leadershipcoachingmentoringcommunicationstakeholder managementperformance managementchange managementability to work extended hours during storms or other energy delivery emergencies

Industry & Role

Industry Energy

Job Function Supervise regulatory performance activities to ensure consumer protection compliance and drive measurable performance improvements.

Role Subtype Regulatory performance supervisor

Keywords for Your Resume

Supvr Regulatory PerformanceRegulatory Performance Groupconsumer protection regulationsPublic Service CommissionsBoard of Public Utilitiescomplianceconsumer complaintsinvestigations of consumer complaintskey performance indicatorsperformance improvementperformance coachingmentoringperformance appraisalsPerformance Planning and Appraisal processchange agentstrategic initiativesbusiness goals and objectivesexternal stakeholdersregulatory agenciesconsumer advocacy organizations

Deal Breakers

Must demonstrate experience assuring compliance with consumer protection regulations for Public Service Commissions and the Board of Public Utilities, Must have supervised performance coaching/mentoring and conducted Performance Planning and Appraisal process

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