Director Of The Office Of Consumer Services, NS=M7

Director Public Service Programs

The Director Public Service Programs will function as the Director of the Office of Consumer Services (OCS) and will serve under the general direction of the Chief Executive Officer (CEO) of the Department of Public Service/Chair of the Commission. Duties will include, but are not limited to:

• General supervision, coordination, and development of the work of the Office of Consumer Services.
• Overseeing staff responsible for advocating on behalf of residential and business customer interests in utility rate cases and other Commission proceedings; conducting outreach events and public statement hearings; establishing policies related to Retail Access, submetering, metering, etc.; analyzing utility proposals, petitions and proceedings, and the positions and interests of other parties; developing staff's proposals to address consumer advocacy issues presented in a proceeding; preparing expert testimony in litigated proceedings; negotiating multi-party agreements on issues; and participating on staff teams to prepare joint proposals, statements in support, briefs, and Commission session memoranda.
• Overseeing the development of utility programs to promote affordability of essential services for low-income customers, monitoring utility low-income program operations and performance, promoting residential consumer access to essential services, and other opportunities for mass market customers, particularly low-income customers and customers with special needs, to realize the benefits of competitive markets and smart grid opportunities, identifying necessary consumer protections during the transition of energy systems that is underway pursuant to the Climate Leadership and Community Protection Act (CLCPA).
• Maintaining expertise in the Commission's residential consumer protections rules and related Commission Orders and on current matters from a broad policy perspective related to all major aspects of the energy and telecommunications industries, market structure, and the full range of regulatory issues before the Commission.
• Establishing and maintaining effective working relationships with utilities and with non-utility providers of services to utility customers, including the Office of Temporary and Disability Assistance (OTDA), New York State Division of Housing and Community Renewal, New York State Energy Research and Development Authority (NYSERDA), local community action agencies, energy services companies, and trade associations.
• Responding to complex inquiries and complaints regarding utility services to customers.
• Maintaining full knowledge of current matters from a broad policy perspective related to all major aspects of the energy and telecommunications industries, market structure, and the full range of regulatory issues both nationally and those before the Commission.
• Representing OCS at Department management meetings and in meetings with utilities and other public agencies. Applying first class interpersonal and communication skills and working collaboratively with Department Directors and Executive Staff.
• Directing the coordination of work within OCS with other Offices in the Department. Assigning work to staff and providing the tools, resources, and guidance to enable staff to perform at a high level, ensuring quality control, and ensuring Office policies and procedures are followed.
• Overseeing the entire customer complaint handling process from intake, complaint resolution, informal hearings, and appeals to the Commission with a particular focus on trying to resolve disputes between utility customers and utilities.
• Helping ensure OCS staff is well prepared to participate in meetings, hearings, negotiations, collaboratives, and public meetings. Fostering a professional environment conducive to teamwork and mutual respect. Resolving interoffice disputes over policy positions.

Bachelor's degree and ten years of relevant progressively responsible experience, including at a policy making level in the field of utility regulation, with specific experience in the areas of consumer assistance, analysis, and complaint resolution. This experience must include at least five years in a managerial capacity.

Substitutions: four years of relevant experience or associate's degree and two years of relevant experience may substitute for bachelor's degree; J.D. or master's degree may substitute for one year of relevant experience; Ph.D. may substitute for two years of relevant experience.

Managerial experience includes having responsibility for determining and prioritizing the workload of a unit or section, the management of subordinate professional employees, including assignment of tasks, employee training and development, evaluation of their performance and time and attendance, making recommendations on hiring and other human resource actions, and participating in long-range planning for the program.

About the Department:

The New York State Department of Public Service (DPS or Department) works to: ensure safe, affordable, and reliable access to electric, gas, steam, water, and telecommunications services at just and reasonable rates for New York State customers, protect the natural environment, reduce greenhouse gas emissions via transmission and siting of renewable energy resources, and augment the resiliency of utility infrastructure. Learn more about DPS and how you can make a difference by checking out our video and more at: https://dps.ny.gov/employment-opportunities.

Remarks:

The primary location for this position is Albany, NY, with at least 10% travel which requires possession of a valid driver's license. This is an appointment to a position in the exempt jurisdictional class. As such, the incumbent of this position would serve at the pleasure of the appointing authority. Appointment to this position is contingent upon Division of Budget approval.

Equal Opportunity Employer:

The Department of Public Service is committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know by contacting the Designee for Reasonable Accommodations (DRA) and Americans with Disabilities Act Coordinator which can be found under the Accessibility Link on the Department's webpage at https://dps.ny.gov.

Some positions may require additional credentials or a background check to verify your identity.