[Hiring] Director, Customer Engagement @E Source

Role Description

At E Source, we help utilities make sense of complexity in a rapidly changing landscape, and we’re looking for a Director, Customer Engagement to help shape how that impact shows up in the world.

As a Director in our Customer Consulting practice, you’ll lead projects that help utility clients solve complex problems in customer experience (CX), meter-to-cash, and customer operations. You’ll analyze and evaluate the processes, policies, and technologies behind their customer operations, helping them deliver positive experiences and engaging communications, build a customer-centric culture, and offer effective programs and services. This role is ideal for someone who enjoys working at the intersection of customer strategy, operations, and technology, brings strong judgment to complex problems, and wants to contribute to work that shapes real-world decisions in the energy industry.

In this role, you will:

• Lead CX projects, including strategy development, operational assessments, design thinking, journey mapping, and customer research, to identify strengths and opportunities to improve the experience for our utility clients’ customers.
• Partner with our sales team during the sales process to scope solutions clearly with clients.
• Lead client meetings and workshops, and work with the delivery team on project planning and status reporting.
• Develop practice processes and marketing content, such as standard operating procedures, case studies, and white papers.
• Develop team members in the practice through performance coaching, career development, and skill building.
• Mentor consultants interested in joining the customer practice.
• Build and maintain deep, trusted relationships with clients and partners so E Source remains their go-to provider.

Qualifications

• Have a demonstrated record of managing major client engagements, developing long-term client relationships, and serving as a trusted senior advisor.
• Can direct multiple project managers, technical specialists, subcontractors, and cross-functional contributors toward shared outcomes.
• Make sound strategic decisions in ambiguous environments, and balance the big picture with the details required for reliable execution.
• Bring strong business acumen and understand how client value, project economics, staffing, risk, and business development connect.
• Can anticipate future problems, identify patterns and root causes, and lead teams toward practical solutions.
• Communicate complex ideas clearly in writing and verbally, and can lead high-impact discussions with technical and nontechnical audiences.
• Have deep knowledge of the utility or energy industry, including relevant best practices, trends, policies, regulatory contexts, or operational environments.
• Have a track record of coaching managers and developing staff, teams, and future leaders.
• Model collaboration, integrity, customer focus, adaptability, accountability, and a consistent drive for results.

Requirements

• At least 15 years of consulting or industry experience, including at least 8 years in consulting.
• Experience leading large customer transformations across people, process, and technology.
• Expertise in meter-to-cash and customer service operations.
• Experience working with Customer Information System (CIS) vendors and implementers.
• Bachelor’s degree in business, marketing, or a related field, or equivalent work experience.
• Willingness and ability to travel to client sites, currently estimated at about 50% of your time depending on client needs.

Benefits

• Excellent insurance options, including medical, dental, and vision plans; company-paid life insurance; company-paid long- and short-term disability insurance; medical and dependent-care flexible spending plans, and paid parental leave.
• A flexible time off (FTO) policy that provides paid time away from work, approved by your manager, while ensuring business needs, workload commitments, and appropriate coverage are maintained.
• A 401(k) plan with a 3% employer match.
• The budgeted salary for this position is $180,000–$240,000 USD + annual bonus. Actual pay will be adjusted based on experience.
• This role will be remote, with travel to client sites estimated at about 50% of your time, depending on client and engagement needs.