Director- Customer Engagement

Job Summary
The Director, Customer Engagement is responsible for managing the profit and loss (P&L) performance of large load customers under special contracts and supporting the development of new large load opportunities. This role is central to supporting the utility's long-term growth strategy, leading customer-specific commercial initiatives, ensuring contract compliance, and identifying innovative solutions for load expansion. The Director acts as a key liaison between strategic customers and internal teams, promoting alignment across operations, regulatory, and planning functions.

Essential Functions

Customer Management & P&L Accountability

• Manage the financial performance of assigned strategic customers, including forecasting, budgeting, and variance analysis.
• Ensure contract compliance, billing accuracy, and alignment with regulatory and operational requirements.
• Lead customer-specific commercial strategies to optimize value for both the customer and the utility.

Contract Strategy & Execution

• Lead negotiations for new special contracts, amendments, and renewals.
• Collaborate with legal, regulatory, and finance teams to ensure contracts meet internal standards and external obligations.
• Monitor and report on contract performance, risks, and opportunities.

Cross-Functional Collaboration

• Work closely with generation, transmission, distribution, energy supply, and regulatory teams to ensure seamless delivery of service and solutions.
• Provide input into long-term resource planning and infrastructure development based on customer needs and growth forecasts.

Customer Engagement & Experience

• Serve as a primary point of contact for strategic customers, building trust-based relationships with executive stakeholders.
• Monitor customer satisfaction and lead initiatives to improve experience and responsiveness.
• Represent the utility in customer forums, industry events, and stakeholder engagements.

Leadership & Team Development

• Lead a team focused on strategic account development.
• Foster a culture of accountability, innovation, and customer-centricity.
• Mentor and develop team members to build bench strength and succession readiness.

Required Qualifications For Position

• Bachelor's Degree in Business, Engineering, Energy Management, Public Administration, or a related field
• 10+ years experience in utility commercial operations, customer engagement, or energy contract management.
• Demonstrated success managing customer P&L and developing large load opportunities.
• Strong understanding of utility regulatory frameworks and infrastructure planning.
• Excellent relationship management, negotiation, and communication skills.
• Ability to lead cross-functional initiatives and operate in a fast-paced, regulated environment.
• Familiarity with economic development programs and alternative fuel technologies

Preferred Additional Qualifications for Position

• Master's Degree in Business, Engineering, Energy Management, Public Administration, or a related field
• Experience with load forecasting, resiliency planning, and power quality requirements.

Physical Demands

• Standing - Occasionally
• Walking - Occasionally
• Sitting - Constantly
• Lifting - Rarely
• Carrying - Rarely
• Pushing - Rarely
• Pulling - Rarely
• Climbing - Rarely
• Balancing - Rarely
• Stooping - Rarely
• Kneeling - Rarely
• Crouching - Rarely
• Crawling - Rarely
• Reaching - Rarely
• Handling - Occasionally
• Grasping - Occasionally
• Feeling - Rarely
• Talking - Constantly
• Hearing - Constantly
• Repetitive Motions - Frequently
• Eye/Hand/Foot Coordination - Frequently
• The preceding description is not designed to be a complete list of all duties and responsibilities required of the position.

As a public utility, NiSource is required to provide continuous service to customers at all times. To ensure we fulfill that obligation, employees may be required to work outside their normal work hours and perform tasks outside of their normal responsibilities in support of emergency operations.

Work Authorization

Authorized to work in the United States without requiring sponsorship.

Workplace Connection
Value inclusion within your day to day responsibilities by respecting others perspectives/convictions, engaging others opinions, creating a safe environment where people, ideas, and opinions are valued within your Team/Customers and external partners.

Respect the unique lived experiences within your Team/Customers and external work partners by valuing different world views, challenges, and cultures that represents all walks of life and all backgrounds.​

Treat others with respect and consideration. Actively participate in creating and contributing to a positive work environment.

Equal Employment Opportunity 
NiSource is committed to providing equal employment opportunities in each of its companies to all employees and applicants for employment without regard to race, color, religion, national origin or ancestry, veteran status, disability, gender, age, marital status, sexual orientation, gender identity, sex (including pregnancy, lactation, childbirth or related medical conditions), genetic information, citizenship status, or any protected group status as defined by law. Each employee is expected to abide by this principle.

By applying, you may be considered for other job opportunities. 

ADA Accommodations

If you need a reasonable accommodation to participate in any part of the hiring process or to perform the essential functions of the position, please contact OneHR at OneHR@nisource.com or 1-888-640-3320

E-Verify

NiSource participates in the U.S. Department of Homeland Security’s E-Verify program. As part of this process, we provide the following notices to all job applicants: These documents inform you of your rights and responsibilities under U.S. law. You can view or download them using the links below:

• E-Verify Poster (English and Spanish) E-Verify Participation Poster English and Spanish
• Right to Work Poster (English and Spanish) If you have the right to work, don't let anyone take it away

Salary Range*:

$155,400.00 - $233,100.00

*The salary offered to a candidate is based on several factors including but not limited to the candidate’s skills, job-related knowledge, and relevant experience, as well as internal pay equity.

Posting Start Date:

2025-12-10

Posting End Date (if applicable):

2025-12-24

Please note that the job posting will close on the day before the posting end date.