Supervisor, Regulatory Customer Relations

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Location: WASHINGTON, DC, United States
Organization: Potomac Electric Power Co
Job ID: 222274
Date Posted: Dec 3, 2019

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Job Description



Assist in the direction of personnel and activities of Regulatory Performance Group.  Assure compliance of the Company’s procedures with consumer protection regulations of the Public Service Commissions and the Board of Public Utilities. Manage the day-to-day relationship of the Company with consumer services divisions of regulatory agencies and consumer advocacy organizations.  Track key performance indicators to measure and monitor performance improvement areas. Assist in the effective implementation of strategic initiatives, business goals and objectives. Assist as a change agent to initiate and coordinate performance improvement objectives.


Assure accurate and timely completion of investigations of consumer complaints to maintain compliance with regulations in responsible jurisdictions and to increase the company’s responsiveness to internal measurements and key indicators. 

Provide coaching, mentoring, and performance appraisals to represented and exempt employees. Identify opportunities for career growth and enhancement.  Provide accurate and timely feedback regarding performance and operations.  Conduct Performance Planning and Appraisal process.

Develop and maintain internal relationships to facilitate the timely resolution of customer complaints and identified process/procedural improvements

Serve as primary interface with day-to-day interactions with external stakeholders/regulatory agencies regarding consumer complaints. Oversee the strategic decisions and settlements to resolve cases.

Maintain close oversight of pending cases in responsible jurisdictions so that collection activity on past due balances may be resumed in order to decrease uncollectible.

Track Company’s performance relative to the regulations in responsible jurisdictions and provide recommendations on goals and performance indicators to improve performance. Partner with the manager and peers to assist in identifying performance improvement opportunities to drive change in weaker performance areas in responsible jurisdictions and industry benchmarking



Day-to-day supervisory responsibilities in functional and administrative supervision of represented and/or exempt employees (claims)

Promote customer and employee satisfaction, while balancing effective team performance.

Contribute to and drive company performance

Self-motivated, flexible and able to handle multiple tasks under pressure

May fill in for manager as needed

Oversee timely resolution of consumer complaints in responsible jurisdictions to avoid further regulatory actions, possible financial penalties, and damages to the corporate image.

Oversee negotiations and approve resolutions in coordination with the manager to resolve consumer complaints.

Support operation to ensure processes are in compliance with the regulations




Bachelor’s degree in business or a related discipline and 5-8 years relevant business experience, or in lieu of Bachelor’s degree, a minimum of 9-12 years relevant experience is required.

Demonstrated knowledge and understanding of conflict management and proven skills in coaching, ability to build consensus, establish trust, and foster culture change.

Demonstrated negotiation skills.

Demonstrated computer literacy.

Demonstrated exceptional oral and written communication skills.

Knowledge of jurisdictional regulations relating to Energy Delivery performance.


Knowledge of collective bargaining agreements (CBA) and related procedures, polices and processes

Strong understanding of applicable systems and technology (e.g. SAP, UIQ, IEE, etc.)

One year of supervisory or managerial experience

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