Job Details

Position Overview

The Customer Relations Director is responsible for leading GRDA's Customer Relations Team and developing and implementing an engagement strategy that ensures high levels of customer satisfaction in GRDA's products and services. This role will manage a team of customer service professionals, collaborate cross-functionally with other departments, and ensure that all customer-facing processes align with the GRDA's business goals. The Director will also monitor GRDA performance metrics such as reliability and affordability, identify opportunities for improvement both within GRDA's own programs as well as those within GRDA wholesale customers' programs, and drive initiatives to improve customer satisfaction, retention, and loyalty.

Essential job functions include, but are not limited to:

• Oversee and mentor a high-performing team of customer service, community relations, and economic development professionals by fostering a collaborative and results-oriented team environment that prioritizes employee development and engagement.
• Develop and execute a comprehensive, data-driven customer engagement strategy that enhances customer satisfaction, and drive continuous improvement in customer service through innovative solutions, process optimization, and proactive engagement.
• Drive collaboration cross-functionally across GRDA divisions to manage the company's overall engagement with wholesale customers.
• Lead the development and implementation of strategic plans to ensure adequate, reliable electrical infrastructure and supply are in place to meet future load growth.
• Lead and participate in complex contract negotiations with key customers, ensuring mutually beneficial agreements that align with company objectives and maximize customer retention.
• Track and analyze key performance indicators related to customer satisfaction, business development, and team performance. Prepare regular reports and presentations for senior management, summarizing key findings, identifying trends, and providing strategic recommendations.
• Build and maintain strong, long-term relationships with key customers, industry partners, governance bodies, and community leaders. Represent GRDA at industry events, conferences, and community forums.
• During storm events, natural disasters, service disruptions, or other critical incidents, collaborate with GRDA's operational teams to coordinate timely outage response and restoration efforts with affected customers and direct and oversee the provision of appropriate customer assistance as necessitated by the evolving circumstances.
• Develop and manage the department's budget effectively, ensuring optimal resources allocation.
• Stay abreast of industry best practices, emerging technologies, and innovative approaches to customer engagement and business development.
• Drive continuous improvement initiatives across all areas of responsibility, fostering a culture of innovation and adaptability.

Skills, Knowledge, Qualities:

• Strong technical writing skills.
• Proven experience in customer service management with a track record of leading successful teams.
• Ability to balance customer needs with organizational goals.
• Superior customer relations skills; excellent oral, written and interpersonal communications skills.
• The ability to effectively prioritize responsibilities and meet assigned deadlines.

Education, Training, Experience:

• Bachelor's degree in energy, business, or a related field preferred.
• 15 years' experience in utility industry or municipal government strongly preferred, with a minimum of 5 years in a supervisory role.
• Familiarity with power sales agreements and experience in contract negotiation strongly preferred.

Certificates, Registrations, Licenses:

• Valid Oklahoma driver's license, or the ability to convert within 30 days for those with an out of state driver's license that are an Oklahoma resident.

Physical/Mental Requirements & Working Conditions:

• Work is performed in an office setting with travel to various GRDA locations and communities.
• Business-related travel may be required for training purposes and miscellaneous meetings.

Other information:

• Position is located at the Administrative Center in Chouteau Oklahoma or the Engineering, Technology Center in Tulsa, Oklahoma.
• Compensation will be commensurate with experience and qualifications.
• Highly competitive benefits package.

Seniority level

• Director

Employment type

• Full-time

Industries

• Utilities