Regulatory Programs Specialist

Job Title: Regulatory Programs Specialist
Location: Allentown, PA 18101
Duration: 24 Months
Work Model: Hybrid (in office Tuesdays and Wednesdays; remote Mondays, Thursdays, and Fridays)
 
Position Overview

• The Regulatory Programs Specialist manages and administers the day-to-day implementation of Client Electric’s Universal Service Programs (USPs) in compliance with Public Utility Commission (PUC) requirements.
• This role focuses on overseeing contracts and partnerships with Community-Based Organizations (CBOs), training caseworkers, monitoring vendor and program performance, managing budgets, and ensuring regulatory compliance.

 
Key Responsibilities

• Direct the implementation and communication of energy conservation and customer assistance programs (e.g., WRAP, OnTrack, Operation HELP, CARES) in alignment with PUC regulations and company objectives.
• Negotiate, award, and manage contracts with CBOs and contractors that deliver USP services.
• Train and monitor caseworkers and contractors to ensure competency in program technologies, customer support systems (CSS), and weatherization techniques.
• Evaluate and monitor CBO and contractor performance to meet PUC reporting requirements, departmental objectives, and quality standards.
• Manage USP budgets, ensuring expenditures align with Commission requirements and program goals.
• Conduct annual procedural audits to maintain compliance with company standards and PUC regulations.
• Collaborate with internal departments (e.g., Corporate Communications, Information Services, Procurement, Revenue Collection) to support program delivery, system/process improvements, and marketing initiatives.
• Develop and implement marketing strategies to effectively promote USP programs to low-income and payment-troubled customers.
• Establish and maintain strong relationships with community leaders, CBOs, and internal stakeholders to ensure effective program delivery.
• Monitor workflow, productivity, and program expenditures; reallocate resources as needed to achieve goals.
• Prepare and support the completion of PUC-required reports and internal ad hoc reports on program performance, expenditures, and quality assurance.
• Support training coordination for contractors and CBOs; complete required internal and external training.
• Participate in company emergency and storm response assignments, which may require after-hours or weekend work.
• Perform other related duties as assigned, including on-site, remote, or hybrid work based on business needs.

 
Required Qualifications

• Bachelor’s degree or 7 years of equivalent experience in customer service, energy-related programs, or human service program delivery.
• Minimum of 5 years’ experience working in the electric utility industry, energy efficiency providers, or community-based organizations.
• Experience implementing programs and services for low-income or payment-troubled customers.
• Strong communication skills with the ability to work independently and manage multiple priorities.
• Valid driver’s license (driving may be required for certain assignments).

 
Preferred Qualifications

• Bachelor’s or Master’s degree in Business, Communications, Marketing, or a technical discipline.
• 10 years of experience in the electric utility industry, energy efficiency providers, or community-based organizations.
• Demonstrated experience in vendor performance management and budget oversight.
• Strong writing, presentation, analytical, and interpersonal skills.
• Proficiency in Microsoft Word and Excel.
• Ability to work effectively across all levels of internal and external organizations.
• Bilingual capability (preferred, not required).
• Adaptability to organizational and regulatory changes.