About the position

This position is responsible for the strategic leadership, development, and administration of energy assistance programs and EnergyShare initiatives that support vulnerable customers across Dominion Energy service territories. The role provides leadership, oversight, and advocacy for customer assistance strategies, energy assistance program administration, community partnerships, and regulatory compliance activities to ensure customers have access to appropriate resources while balancing customer affordability, regulatory obligations, and company financial objectives. Serves as an advocate within the community and across the Company to increase awareness, understanding, and effective use of available assistance programs, partnering with internal stakeholders to promote consistent messaging and broader organizational visibility.

Responsibilities

• Leads a team of supervisors, analysts, and program managers responsible for energy assistance program delivery, agency relationships, and customer advocacy initiatives.
• Accountable for establishing program goals, managing budgets, developing policies and procedures, driving operational excellence, and ensuring consistent application of customer assistance guidelines across all customer service channels in DEV/NC.
• Directs outreach activities, internal and external stakeholder coordination, and training efforts for agencies and other business partners to support effective program delivery and customer education.
• Ensures compliance with applicable federal and state regulations, utility commission requirements, company policies, and internal controls related to customer assistance and customer protections.
• Reviews legislative and regulatory proposals and responds to interrogatories regarding customer assistance and affordability programs.
• Assesses business impacts and recommends strategic responses.
• Oversees EnergyShare activities and related energy assistance programs, including oversight of program funding, agency partnerships, community engagement, performance measurement, regulatory reporting, and cross-functional initiatives designed to support low-income customers, seniors, veterans, individuals with disabilities, and other customers experiencing financial hardship.
• Maintains key relationships with local, state, and federal agencies, nonprofit organizations, community partners, and company stakeholders to advance customer assistance objectives and enhance community impact.
• Monitors key drivers and metrics such as outreach events, customer awareness, program participation, agency performance, and program effectiveness to inform strategy and continuous improvement.
• Provides business oversight and input for systems, tools, and reporting that support customer assistance operations.
• Connects customer assistance priorities to the broader Customer Experience organization by collaborating with product teams, CX journey teams, Customer Care Operations, Credit, Billing, Payments, and other partners to identify customer pain points, improve program accessibility, and support an integrated customer experience.
• Leads and develops management and professional staff through coaching, performance management, succession planning, workforce planning, and employee engagement initiatives.
• Supports emergency response, storm restoration, and business continuity efforts by ensuring customer assistance and credit-related programs adapt effectively during major events and service disruptions.
• Performs safety observations and driving observations (with commentary) for all field employees.
• Must be available to provide storm support as requested, by fulfilling assigned storm role.

Requirements

• 10+ years of significant directly related leadership experience, including management experience in customer service, customer assistance, credit operations, program administration, community partnerships, or related areas.
• Demonstrated success leading managers, supervisors, and professional staff in a complex operational environment.
• Extensive knowledge of utility customer assistance programs, affordability initiatives, EnergyShare, collections practices, credit operations, and customer service processes.
• Strong understanding of regulatory requirements affecting credit practices, customer protections, energy assistance programs, and utility operations.
• Experience developing and managing large-scale programs, budgets, contracts, and community partnerships.
• Strong financial, analytical, and business acumen, including budget management, forecasting, performance measurement, and program evaluation.
• Demonstrated ability to influence executive leadership and build collaborative relationships across business units and external organizations.
• Knowledge of legislative and regulatory processes and the ability to assess operational implications of proposed changes.
• Strong project management and strategic planning skills with demonstrated ability to lead multiple complex initiatives simultaneously.
• Exceptional communication, presentation, and stakeholder engagement skills.
• Strong relationship management, vendor management, negotiation, and partnership development capabilities.
• Proven ability to drive process improvement, organizational change, and operational transformation.
• Demonstrated commitment to customer advocacy, employee development, diversity of thought, and community engagement.

Nice-to-haves

• Experience with SAP CORE

Benefits

• health, dental, and vision benefits with coverage for families and domestic partners
• vacation
• retirement plans including 401k contributions and matches
• paid holidays
• tuition reimbursement
• bonus eligibility
• sick leave
• disability insurance