Vp customer services

Job Summary

The Vice President Products & Services is responsible for growth initiatives across all NiSource territories. This position will be responsible for managing and building a P&L to add accretive value to NiSource's key objectives of 6-8% earnings growth, develop customer programs to enable regulatory margin and customer satisfaction, and support new rate base investment opportunities. This position will work with all of the utility presidents, SVP Customer Services and Engagement, regulatory, and multiple other entities. These programs will require knowledge of multiple business models, regulatory constructs, regulated and nonregulated operations, Telecommunications Consumer Protection Act (TCPA), field services, obligor requirements, energy efficiency, telecommunications business, acquisition metrics, volumetric and customized structures, and more. Ensuring compliance, cost allocations, code of conducts, and working with the legislative and regulatory teams to modify constructs will be essential. Outline requirements and specifications for technology enhancements to enable cost effective program acquisition, work with call center operations for adoption, and external vendors.

Essential Functions

• Strategic Leadership Proven leadership that holds direct reports and their teams accountable for results Experience leading and overseeing complex disciplines in a highly matrixed organization Develops the overall plan for P&L growth and implements business plans for accretive business cases
• Customer Solutions: P&L Defines NiSource’s customer solutions and P&L strategy using an inclusive approach and in alignment with key peer executives Builds effective business cases to secure necessary approvals, identifies and prioritizes initiatives, utilizes a risk based mentality to prioritize Leverages existing and new customer research to understand current and future consumer needs, expectations and perceptions and develop solutions Responsible for establishing a long-term plan for the Customer Solutions function that includes a focus on EBIT growth, regulatory enablement, and customer satisfaction Applies a continuous improvement mindset
• Safety Accountable for employee and public safety within customer solutions function Provides visible leadership by participating in safety kick-offs, executive safety observations, meetings, incident reviews and other events Continuously prioritizes risk mitigation efforts through the risk assessment, audit and compliance processes
• Financial Management Accountable for the productive use of both capital and O&M dollars to build accretive P&L Rigorous business case methodologies Prioritizes investments that systemically and efficiently deliver service integrity for NiSource’s stakeholders
• Talent Management Proactively develops direct reports and other key leaders to ensure strong succession and bench strength Is passionate about employee engagement and ensures robust plans are in place to create positive employee experiences Leads the journey to advance our workforce to better represent the communities that NiSource serves
  
  

Required Qualifications For Position

• Bachelor's Degree in Business, Finance, Engineering or related field
• 10 or more years of progressively responsible experience, five of which were in a leadership role.
• Experience with utilities and utility products & services models.
• True P&L experience in residential and business spaces.
• Knowledge of utility regulatory and Code of Conduct requirements
• Technical Skills Strong customer, employee, financial, business, operational and regulatory acumen Direct experience with home services programs Direct experience with energy efficiency programs Direct experience with compliance in a utility space for customer programs Direct knowledge of energy efficiency measures, obligor requirements, trade ally programs in gas and electric operations Capability to facilitate strategic discussions to develop the organization’s P&L Innovation, development and implementation of new/improved customer solutions Develop relationships and networks within NiSource and make decisions to ensure overall business needs are met Experience in aligning communication, accountabilities, resource capabilities, internal processes, and ongoing measurement systems to ensure that strategic priorities yield sustainable results Proven results-oriented record, with ability to develop and execute strategies
• Interpersonal Skills Curious, innovator, and uses critical thinking to understand strategic implications Serves as an inclusive leader by proactively seeking out different perspectives both internally and externally Strong partnering skills and ability to understand unique business needs, make informed decisions and advance solutions Demonstrated ability to initiate and maintain strategic stakeholder relationships to advance business goals
  
  

Preferred Additional Qualifications For Position

• Advanced degree in related field
• General contractor, HVAC, electrical or other professional licenses
  
  

Physical Demands

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 [email protected] or 1-888-640-3320

Safety Statement

Promote a safe work environment by actively participating in all aspects of our employee safety program. Report any unsafe conditions and take actions to prevent personal injuries. Support our interdependent safety culture by ensuring the safety of your co-workers. Stay focused on the task at hand and promote productivity through good work habits.

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*:

$233,200.00 - $349,800.00

• 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:

2025-09-22

Posting End Date (if applicable):

2025-10-06

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