Vice President of Member Services

Appalachian Electric Cooperative (AEC) proudly serves more than 50,000 members across the scenic heart of East Tennessee, in the shadow of the majestic Great Smoky Mountains—one of America's most beloved national parks, renowned for its ancient ridges, misty blue vistas, diverse wildlife, and endless outdoor adventures.

We own and maintain a reliable electric distribution system spanning approximately 600 square miles in the beautiful counties of Grainger, Hamblen, Hawkins, Jefferson, and Sevier. This region blends rolling Appalachian foothills, sparkling lakes like Cherokee and Douglas, lush forests, and the dramatic gateway to the Smokies in Sevier County—home to iconic destinations like Gatlinburg, Pigeon Forge, and the park's breathtaking trails, waterfalls, and panoramic overlooks.

Nestled in this vibrant, nature-rich corner of Tennessee, AEC powers communities where stunning mountain scenery meets small-town charm, rich history, and year-round natural beauty.

AEC currently has an opportunity for a Vice President of Member Services position in our New Market, Tennessee office. The Vice President of Member Services serves as a member of the executive leadership team and provides strategic direction for most member-facing programs, services, communications, and community engagement initiatives. This position ensures the delivery of exceptional member experiences, advances AEC's mission and strategic goals, and fosters strong relationships among members, employees, industry partners, and the communities served by AEC.

At AEC, we believe in taking care of our people. We offer a competitive salary and a robust benefits package that includes medical, dental, and vision coverage; paid time off; short- and long-term disability; paid parental leave; a 401(k); and a company-funded pension plan. Benefits are available starting at the first of the month after 30 days of employment.

Appalachian Electric Cooperative is an Equal Opportunity Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to disability status, veteran status, or other legally protected status.

AEC IS A TENNESSEE DRUG FREE WORKPLACE

• Provide strategic leadership and direction for most member-facing departments and programs.
• Develop and implement departmental goals, objectives, budgets, and performance measures aligned with AEC strategic priorities.
• Lead, mentor, and develop management staff while fostering a culture of accountability, service excellence, and continuous improvement.
• Prepare and present reports, recommendations, and updates to the General Manager and Board of Directors.
• Ensure compliance with AEC policies, rules, regulations, and applicable industry requirements.
• Manage departmental purchasing, budgeting, invoices, and expense approvals.

• Oversee all residential, commercial, industrial, and key account member service programs.
• Direct the development, implementation, and evaluation of member programs, incentives, promotions, and educational initiatives.
• Provide leadership in resolving complex member issues involving billing, rates, power usage, high bill concerns, service disputes, and damage claims.
• Ensure the delivery of exceptional member experiences through effective service standards and quality metrics.
• Oversee the meter audit response initiatives, energy inspections, loan programs, and TVA comprehensive services.
• Monitor member engagement trends and identify opportunities to improve service delivery and member satisfaction.

• Serve as the authorized public representative and spokesperson of AEC in conjunction with General Manager.
• Direct all AEC communications, marketing, branding, advertising, and member messaging efforts.
• Oversee the creation, editing, approval, and distribution of print, digital, and social media communications.
• Provide strategic oversight of AEC's website, social media platforms, and digital communication channels.
• Direct communications related to service interruptions, outages, and emergency response messaging.
• Promote and maintain a positive public image of AEC through effective media relations and stakeholder engagement.

• Lead community outreach, educational programs, partnerships, and member engagement activities.
• Oversee planning and execution of member events, annual meetings, community initiatives, and educational programs.
• Manage AEC's community and economic development efforts.
• Serve as AEC liaison for community partnerships and strategic initiatives.
• Provide oversight of third-party assistance programs and community support funds, including energy assistance programs and member relief initiatives.

• Ensure effective administration of member assistance programs, incentive payments, and project funding initiatives.
• Approve departmental expenditures, invoices, and financial requests within established authority levels.
• Oversee management of TVA EnergyRight incentive payments and related financial programs.
• Manage AEC's liability insurance claims for vehicles, damage to property not owned by AEC, damage to AEC property, and substation transformer damages.
• Review operational performance metrics and implement improvements to maximize efficiency and service quality.

• Maintain active involvement with industry organizations, including TVA, TECA, TVPPA, NRECA, and related associations.
• Oversee TVA programs, contractor networks, and energy efficiency initiatives.
• Maintain working knowledge of AEC operations, TVA programs, utility regulations, and applicable industry standards.
• Foster strong relationships with industry partners, vendors, contractors, and community stakeholders.
• Serve as AEC's primary contact for strategic partnerships related to member services, marketing, and community development.

This position provides direct leadership and oversight for multiple departments and supervisory staff, including:

• Communications Department
• Member Services Department
• Member Events and Annual Meeting
• Key Account Services

• Strong knowledge of customer/member service principles and utility operations.
• Ability to develop and execute strategic initiatives and organizational objectives.
• Knowledge of marketing, communications, public relations, and community engagement practices.
• Knowledge of electric utility rate structures, billing processes, and member programs.
• Understanding of TVA programs, electric AEC operations, and related industry trends.
• Strong leadership, communication, conflict resolution, and decision-making skills.
• Ability to effectively present information to employees, members, community groups, and governing boards.
• Ability to analyze operational and financial information and develop actionable recommendations.
• Proficiency in business software applications and communication technologies.

Required:

• Bachelor's degree in Business Administration, Communications, Marketing, Public Administration, Management, or a related field.
• Minimum of seven (7) years of progressively responsible leadership experience in customer service, communications, operations, utility management, or a related field.
• Minimum of five (5) years of supervisory or management experience.

• Experience within an electric cooperative, utility, or member-service organization.
• Professional certifications or advanced education related to leadership, communications, customer service, or utility management.
• Active participation in electric cooperative industry organizations and programs.