Sr Manager Customer Advocacy

We are engineers, high line workers, power plant managers, accountants, electricians, project coordinators, risk analysts, customer service operators, community representatives, safety and security specialists, communicators, human resources partners, information technology technicians and much, much more. We are 3,500 people committed to enhancing the lives of the communities we serve. Together, we are powering the growth and success of our community progress every day!

Deadline to apply: March 13, 2026 11:59pm

Pay Grade

19

Position Summary

The Sr. Manager of Customer Advocacy (CA) directs the business unit’s vision and strategy and leads operational activities for 2 teams (CRU and Weatherization) that provide high-touch, community-based support 24/7/365 and leads the business unit’s analytics, creating awareness on achievements and/or opportunities for improvement through data analyzation and visualization. The Sr. Manager drives performance, leads and mentors team members, sets clear expectations, shares information and provides opportunities for professional growth. They provide output on work requirements, deficiencies in programs for improvement and showcase community immersion in CPS Energy’s territory.

The Sr. Manager develops and maintains a productive network of professional relationships with elected officials, and key philanthropic, nonprofit and community leaders and organizations. They serve as a leader and subject matter expert for customer advocacy initiatives and topics across the organization and the community. The Sr Manager oversees the research and action on politically sensitive, elected official or constituent driven issues and inquiries and represents CPS Energy through partnerships with agencies, chambers, task forces, project teams and other organizations (such as non-profits, local industry trade associations, governmental entities, etc.).

Tasks and Responsibilities

- Implements the CA strategy by effectively managing our internal and external programs while identifying opportunities for growth, improvement, and innovation.

- Responsible for the direction of CA strategy, programs, and initiatives including, but not limited, to board service, education, sponsorship and volunteerism in alignment with company policies and procedures.

- Understands, incorporates, and communicates CPS Energy’s strategy and initiatives throughout the organization, community and at industry forums.

- Develops metrics and standards to evaluate the impact and effectiveness of CA resources and operations. Leads the assessment of all programs, sponsorships, and engagement activities to ensure appropriate due diligence and alignment with corporate policies, procedures and customer’s terms and conditions.

- Participates in the business planning and business continuity process and monitors progress to plan.

- Develops marketing strategies of targeted programs in collaboration with key stakeholders to include internal and external partners.

- Develops and manages departmental budget.

- Supports the refinement, conceptualization and implementation of standard operating procedures, policies, and work processes for the department ensuring proper development and training.

- Develops KPI strategies that support customer segmentation targets, program enrollment targets and partnership development requirements that articulate to Manager and Front-line performance goals.

- Oversees the preparation of purchase requisitions, scopes of work and contracts for services and/or commodities in support of Community Engagement’s service portfolio.

- Identifies opportunities to maximize support through new partnerships to meet customer needs and engages in a strategic plan to meet those needs.

- Serves as an advocate for CPS Energy before stakeholders, partners, and the general public.

- Develops, cultivates and owns relationships with representatives from key partner organizations, including but not limited to community agencies, non-profit organizations, Chambers of Commerce, and other partner organizations.

- Leverages industry groups through membership, serving on boards and networking (such as APPA, Chartwell, NEUAC, SBA, Chambers of Commerce).

- Monitors elected city council/staff community activities and community meetings for potential concerns relating to CPS Energy operations.

- Develops segment specific strategic plans to meet residential and SMB customer needs and drive behaviors based upon customer insights and demographic data.

- Oversees business area analytics and tiered metric reporting. Instructs variations of data visualization, system enhancements, trend analysis and autonomation of standardized reporting.

- Leads command function through extended outages, coordinating locations, support and specific customer site visits.

- Must be on-call and available 24/7/365 for emergencies – facilitating call duty assistance, CRU and Weatherization team roll-outs, executive updates and elected office updates.

- Evening and weekend work duties (i.e., HOA/NA meetings, Extended Outages, Outreach etc.)

- Performs other duties as assigned.

Minimum Skills

Minimum Knowledge and Abilities

Extensive experience in Customer Service or case management managing highly sensitive customer issues escalated.

Extensive case management experience to include the development of integral partnerships that support effective case management.

Comprehensive governmental relations experience to include interaction with offices of elected officials aiding with constituent inquiries.

Strong interpersonal skills essential and ability to handle competing priorities.

Strong personal commitment to the goals of low-income assistance and CPS Energy.

Must possess effective negotiation and resolution skills.

Ability to make independent decisions and make recommendations.

Ability to execute on corporate and business unit strategies.

Advanced understanding of SAP content, processing and reports.

Advanced understanding of reporting requirements and tools.

Ability to complete evening and weekend work duties (i.e., Leadership support for HOA/NA meetings, Extended Outages, Outreach etc).

Proficient in Microsoft Office Package, including word processing, spreadsheets, database, presentation software, electronic mail and scheduling.

Public Speaking.

Preferred Qualifications

- Experience providing oversight of teams who provide case management

- Ability to perceive organizational and political sensitivities and act accordingly

- Experience working with or serving on a Board of Directors

- Experience leading multiple teams

- Bilingual

Competencies

Adapting to Others

Serving Customers

Communicates Effectively

Working with Ambiguity

Navigating Organizations

Driving for Results

Minimum Education

Bachelor of Science or Arts degree (psychology, social work, marketing, administration, or an applicable technical field) or significant proven experience in people management and non-profit support.

Required Certifications

Working Environment

Work is performed both indoors and outdoors, operating computer, manual dexterity, talking, hearing, and repetitive motion.

Use of personal computing equipment, phone, multi-functioning printer and calculator. Ability to travel to and from meetings, training sessions or other business-related events.

After hours work will be required; evenings and weekend. Rotating call duty to support unit’s 24/7/365 availability. Work will be performed from a mobile office (i.e, assigned vehicle, satellite office, mobile command center.

Physical Demands

Exerting up to 30 pounds of force occasionally, and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body.

Sedentary work involves sitting most of the time. Job is equally sedentary and fluid in walking, standing and driving.

CPS Energy does not discriminate against applicants or employees. CPS Energy is committed to providing equal opportunity in all of its employment practices, including selection, hiring, promotion, transfers and compensation, to all qualified applicants and employees without regard to race, religion, color, sex, sexual orientation, gender identity, national origin, citizenship status, veteran status, pregnancy, age, disability, genetic information or any other protected status. CPS Energy will comply with all laws and regulations.