Manager Of Customer Care, Communications, And Energy Services
CurrentLead and manage municipal electric utility's customer service, energy services (efficiency and strategic electrification), and communications teams in the City of Burlington, Vermont, the first city in the nation to source 100% of its power from renewable generation. Serve as member of executive management team leading effort to make Burlington a Net Zero Energy city by reducing and eventually eliminating fossil fuel usage across electric, thermal, and ground transportation sectors. Direct, coordinate, and oversee all aspects of managing and improving the customer experience for 17,000 residential and 4,000 commercial/industrial customers. Help create exceptional customer experience by soliciting community feedback and employee input and by using metrics to better understand public needs. Work to evolve energy efficiency programs to drive deeper greenhouse gas emissions reductions and complement those programs with strategic electrification efforts, while ensuring that all programs are equitable and accessible, with a priority given to low-to-moderate income, rental, black, indigenous, and people of color (BIPOC), immigrant, and refugee populations. Develop and implement effective communications, public relations, and community outreach plans with a focus on website and social media channels to educate and engage customers and enhance BED’s ability to provide increasingly personalized, one-on-one support to its customers. Collaborate in development and delivery of marketing and social media plans as customer and community engagement tools. Serve as BED’s communications director and public affairs officer, including as primary media contact, liaison to governmental bodies, and representative to community organizations. Assist in management of legislative relationships and contract lobbyists. Coordinate, implement, and evaluate all public relations and community service activities and events.
