Utility Sales and Service Manager

A typical week often involves customer escalations, team coaching, cross-functional coordination, and the steady cadence of program review — sitting on regulatory cases that affect customer programs, working through customer-experience initiatives, fielding executive escalations, sitting in commercial reviews. You're often balancing customer expectations with the regulated economics of utility operations. Customer satisfaction, program adoption, and operational metrics are the operating measures.

The harder part is often the regulated-business reality — utilities operate under PUC oversight, and customer-facing programs require regulatory approval that constrains how the team can respond commercially. Variance across employers is wide: at investor-owned utilities the customer organization is layered and structured; at municipal utilities or co-ops it tends to be leaner and more community-connected.

People who tend to thrive here have customer-service operational discipline, energy-industry fluency, and the patience to work in regulated commercial settings. CEM and customer-experience credentials anchor advancement. The trade-off is the regulatory-dependent nature of programmatic decisions and the constraints it puts on operational agility.