Job Specifications

The Energy Assistance Program Manager drives the company's focus on energy equity and helps connect customers with energy assistance resources, with emphasis on reducing the energy burden for low to moderate income and disproportionately impacted customers. This role is responsible for executing upon strategies in their state(s), conducting stakeholder engagement to increase energy assistance funding, and driving customer adoption and participation in programs to reduce arrears and increase overall customer satisfaction. As part of the broader energy equity team, the Energy Assistance Program Manager will support the company's enterprise goals within their state business units. This role regularly interacts with company leadership and represents the department at internal and external events.

Pay Range: $82,550 - $123,800 / Grade 15 (Determined by the knowledge, skills and abilities of the applicant.)
This posting includes the full pay range for this position. Pay is based on a number of factors and may vary depending on job-related knowledge, skills, experience, and internal equity.

Reporting Relationship: Manager, Utility Customer Experience

Location: Fayatteville, Arkansas

Relocation Assistance: Relocation assistance is available based on individual circumstances! Details to be shared during the offer process.

Essential Functions:
* Develops and implements innovative strategies to shape energy assistance programs focusing on low to moderate-income and disproportionately impacted customers.
* Utilizes data-driven models on customer demographics and economic impacts to identify trends, assess needs, and creates targeted solutions to achieve program adoption and financial outcomes.
* Ensures program adherence and makes policy recommendations to relevant guidelines, regulatory compliance, and legislative changes or requirements and proactively address potential compliance issues.
* Identifies and reports on opportunities for enhancing the efficiency and effectiveness of customer energy assistance processes and collaborates with cross functional teams to implement improvements, streamline operations, and increase customer satisfaction.
* Applies industry knowledge and expertise to advocate for customers around energy equity to provide best practices for energy affordability.
* Cultivates and maintains strong relationships with energy assistance agencies, community organizations, and stakeholders in order to achieve program goals.
* Collaborates with external and internal partners to leverage resources and expand energy assistance program reach.
* Stays informed regarding current local, state, regional, and international energy policy developments and market conditions that may directly or indirectly affect low- income customers.
* Acts as the main point of contact for Commission Complaint staff and responds to complaints through research, drafting and response coordination. Provides monthly reports on activity.
Additional Responsibilities:
* Ensures that key stakeholders are informed and consulted on current events and key customer experience strategies as pertains to energy equity and affordability.
* Takes part in planning community and customer-facing events and engagements.

What You'll Need:
* Bachelor's Degree in communications, public policy, business or related field or equivalent combination of education and experience.
* 5 or more years in energy assistance, customer experience, business administration, public policy, utilities or a related field

What Is Desired Or Can Be Taught:
* Proven experience in program management, particularly in energy assistance or related areas.
* Knowledge of regulatory and legislative landscape related to energy assistance programs.
* Exceptional interpersonal skills for effective relationship management and ability to influence others in cross-functional teams.
* Proficient in data analysis and use of metrics for decision-making and providing recommendations to senior leadership.
* Proficient knowledge of Microsoft Office programs.
* Clear and concise written and verbal communication skills required.
* Ability to develop written communications such as talking points, complaint responses and other customer service type messages.
* Ability to work independently and as a part of a team.

This description is not intended to be an all-inclusive list of responsibilities, duties, and requirements for employees in this position. Job descriptions may and do change periodically. Where positions are covered by a collective bargaining unit agreement, the terms and conditions of the agreement will apply.

About our Company: We are a customer, growth and safety focused utility company that is dedicated to our communities. We improve life with energy as an energy partner of choice. Our diverse culture fuels unique perspectives, opening doors to new insights and possibilities. Based in Rapid City, South Dakota, we have over 3000 employees and serve 1.3 million natural gas and electric utility customers across eight states (South Dakota, Montana, Wyoming, Colorado, Nebraska, Iowa, Kansas, and Arkansas).

Enjoy our Comprehensive Benefits Package! Annual discretionary bonuses, 401(k) (6% company match and up to 9% company retirement contribution), tuition reimbursement, generous paid time off benefits, including paid holidays and parental leave, company paid life insurance and disability benefits (short and long term), an employee assistance program and well-being benefits, and competitive medical, dental and vision insurance.

Candidates must successfully pass a pre-employment drug screen and background check.

Black Hills Energy does not sponsor applicants for work visas. All applicants must be legally authorized to work in the US.

We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, or status as a protected veteran. If you require reasonable accommodation, please visit careers.blackhillsenergy.com for more information.