Manager, Regulatory Affairs

Manager, Regulatory Affairs

03/13/2024

Locations: East Berlin, Connecticut

Role and Scope of Position:

• Responsible for building key relationships to navigate the public policy environment in Connecticut.

• Responsible for working with business partners to develop and implement regulatory strategy.

• Responsible for organizing outreach to government, NGO, and business stakeholders.

• Responsible for investigating and resolving all escalated customer complaints filed with the CT Public Utilities Regulatory Authority (PURA), Office of Consumer Counsel (OCC) and the Office of the Attorney General (OAG).

• Responsible for maintaining a credible and effective relationship with PURA's Education, Outreach and Enforcement (EOE) staff members to ensure all escalated customer complaints received are resolved in a timely manner.

• Works with external stakeholders regarding consumer protection issues.

• Responsible for coordinating bi-annual electric and gas Emergency Preparedness briefing with PURA Commissioners and staff.

Specific to Gas Operations:

• Responsible for investigating and resolving all escalated customer complaints filed with the PURA, and (OAG).

• Responsible for maintaining a credible and effective relationship with EOE staff members to ensure all escalated customer complaints received are resolved in a timely manner.

• Works with external stakeholders regarding consumer protection issues. Serves as primary point of contact for Low-Income Advocates.

• During storm events, serve as a Regulatory Officer, managing liaison coverage at the State Emergency Operations Center, disseminating storm information, handling escalated concerns from Government Affairs, Regulatory Affairs and Division of Emergency Management and Homeland Security Liaisons and making periodic report outs on Incident Management Team storm calls.

• Maximizes customer participation in the LIHEAP program by creating awareness via various mediums by working with internal communications departments.

• Monitor the exchange of various secure customer data and create reports, as necessary.

• Identifies emerging trends in customer complaints and reasons behind them and makes recommendations to manager for resolution.

• Responds to internal and external requests for reports detailing complaints totals, categories, and resolutions, often in support of regulatory proceedings.

• Maintains strong professional relationships with regulatory staff members, boards and commissions that interact with state regulatory bodies.

• Monitors and analyzes the impact emerging or revised regulations will have on Eversource customers.

Essential Functions:

• Works to build relationship with people and organizations to develop and implement regulatory strategy.

• Works with business partners on cross organization team to coordinate regulatory and legislative strategy and outreach.

• Works with Government Affairs, Community Relations, Equity and Environmental Justice, Communications, Rates and Revenue Requirements, and other internal partners to support regulatory, legislative, community and customer advocacy.

• Works with Eversource business partners to resolve escalated complaints filed with PURA, OCC and OAG in a timely manner.

• Trains, develops and manages staff of Customer Service Consultants and/or Specialists

• Regulatory Affairs.

• Represents Eversource on associations dedicated to low-income customer issues.

• Collaborates with other Eversource departments, namely, Customer Operations, Legal and Corporate Communications to develop Company policies, procedures and practices concerning customer billing, collection and termination to ensure compliance with state laws and regulations.

• Monitors regulatory dockets and attends proceedings that impact customer issues.

• During storm events, communicates directly with liaisons to ensure they are in communication with their external stakeholders, have necessary information to respond to stakeholder questions or concerns, and help to prepare and facilitate responses as needed.

Technical Knowledge/Skill/Education/Licenses/Certifications:

Technical Knowledge/Skills:

• Excellent interpersonal skills.

• Knowledge of state regulations (or the ability to quickly learn).

• Excellent communication skills including written, oral and public speaking.

• Excellent problem-solving skills with an ability to think from a new perspective.

• Excellent leadership skills.

• Ability to use PC desktop applications

• Microsoft 365, especially Word, Excel and PowerPoint, and comprehensive knowledge of (or ability to quickly learn) internal C2 and CACS billing systems.

Education:

• Bachelor's Degree in Communications, Government, Business or equivalent experience

Experiences:

• Minimum of ten (10) or more years of related experience (utility experience preferred but not necessary) and five (5) years of experience in customer service area or equivalent.

Licenses & Certifications:

• None

Working Conditions:

• Must be available to work emergency storm assignment as required.

• Must be available to travel between MA/CT/NH as necessary.

• Must be available to travel in and outside of Connecticut to attend, meetings, conferences, and events.

• This is a combination of office and some fieldwork.

Mental Aspects:

• Work involves intensive organizational skills, strategizing, analyzing, coordinating, and implementing. Must be very diplomatic and have the ability to work well with all levels of management, regulatory and government officials.

#corpajd

Worker Type:

Regular

Number of Openings:

1

EEO Statement

Eversource Energy is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to age, race, color, sex, sexual orientation, gender identity, national origin, religion, disability status, or protected veteran status.

VEVRRA Federal Contractor

Emergency Response:

Responding to emergency situations to meet customers' needs is part of every employee's role. If employed, you will be given an Emergency Restoration assignment. This means you may be called to assist during an emergency outside of your normal responsibilities, work hours and location.