Decisions are guided by policies and procedures. This position receives guidance and oversight from manager. Typically, does not perform the work being supervised. Manages and administers the day-to-day implementation of PPL Electric's Universal Service Programs (USPs) in accordance with regulatory requirements. Negotiates contracts for Community -Based Organizations (CBOs) that implement client's WRAP, OnTrack, Operation HELP and CARES programs. These programs assist low-income and payment troubled customers. Manages and provides training to the CBO caseworker workforce. In addition, assists in the implementation and negotiation of contracts for PUC-required programs for low-income customers. Coordinates and supervises the daily activities of regional bargaining unit personnel. Trains and monitors contractors and CBO caseworkers that deliver USP services. Accountable for achieving expenditure and performance goals associated with Commission-required programs.

Callouts:
- Role is hybrid ( in office Tuesdays and Wednesdays, from home Mon, Thurs and Fri)
- Looking for candidates that have experience working with Community Organizations
- Bilingual is a plus
- Strong communication skills, ability to work independently and manage workload needed


Job Responsibilities
1. Directs the implementation and communication of energy conservation programs and customer assistance programs for client that meet the needs of customers, the company, and follow PUC regulations. Plans, directs, and coordinates activities of internal and external resources/vendors. Negotiates, awards, and prepares contracts to meet the expectations of the company, customers, regulators, and public-interest groups. Ensures that CBO caseworkers and agency contractors are competent to utilize the various technologies (e.g., CSS, weatherization techniques) associated with the USP programs. Provides training for USP caseworkers and conducts presentations for CBOs that support implementation of programs for low-income customers.
2. Evaluates performance standards of community-based organizations and contractors for the purpose of PUC reporting requirements, meeting department goals and objectives, and ensuring quality programs. Manages the annual USPs budget and communicates and implements program changes resulting from direction or guidance from the Commission. Conducts annual procedural audits to assure compliance with client's standards and PUC requirements.
3. Works with CBOs and internal support staff (e.g., Corporate Communications, Information Services Department and Procurement) to achieve the implementation of PUC-required USPs and expenditures. This includes identifying and implementing information/technology system and process changes in Utilities for energy efficiency and rate reduction programs such as WRAP and OnTrack.
4. Assists in the development of marketing initiatives to effectively promote the USP programs and identifies and implements system process requirements to support regulatory tracking and reporting requirements. Assists in the completion of required internal and external training. Supports in the coordination of training for contractors and CBOs. Develops, coordinates, and implements marketing initiatives to effectively promote the programs.
5. Establishes and maintains strong relationships with community leaders, community-based organizations, and PPL departments (i.e., Revenue Collection, Supply Chain, ISD, and Corporate Communications) to ensure the effective implementation of USP programs.
6. Sets priorities to ensure task completion and coordinates work activities with internal staff, CBOs, and contractors. Closely monitors workflow, productivity, and program expenditures and, if needed, shifts resources to accomplish goals and objectives.
7. Supports the timely and accurate completion of a variety of PUC-required reports regarding WRAP, OnTrack and Operation HELP. Assists in preparing internal ad hoc reports to better understand expenditures, productivity, and quality assurance issues.
8. All positions in which driving is an essential function of the job, regardless if the job code is marked safety sensitive or not, will also be included as safety sensitive
9. May be assigned an Electric Utilities emergency and storm role. This is a special assignment that comes into play during storms and other emergencies when the company needs to restore power or respond to other issues affecting customer service. This role may necessitate the need to work after-hours, outside of your normal schedule.
10. The company reserves the right to determine if this position will be assigned to work on-site, remotely, or a combination of both. Assigned work location may change. In the case of remote work, physical presence in the office/on-site may be required to engage in face-to-face interaction and coordination of work among direct reports and co-workers.

Basic Qualifications
1. Bachelor's Degree or 7 years of equivalent experience in customer service, departments relating to the management of energy-related products, or the delivery of human service programs.
2. Five (5) years working in various capacities in the electric utility industry, energy efficiency providers, or community-based organizations.
3. Experience in implementing programs and services for low-income families.

Preferred Qualifications
1. Bachelor's or master’s degree in business, communications, marketing, or technical discipline.
2. Ten (10) years working in various capacities in the electric utility industry, energy efficiency providers, or community-based organizations.
3. Solid writing, oral communications, and analytical skills.
4. Experience in vendor performance management.
5. Experience in managing budgets.
6. Proficiency in Microsoft products such as Word and Excel.
7. Ability to work well with individuals on all levels of related internal and external organizations. Ability to adapt to and embrace change at various levels (e.g., organizational,
8. goals and key priorities).