OPPORTUNITIES

ESSENTIAL AREAS OF RESPONSIBILITY

• Manage current member services strategies aligned with the cooperative’s strategic plan and board-approved objectives and develop and implement new strategies as needed
• Serve as a key member of the executive leadership team, contributing to organizational planning, policy development, and decision-making
• Promote cooperative principles and a member-focused culture throughout the organization
• Oversee all member service operations, including member services, billing, collections, service requests, key account management, and economic development
• Monitor performance metrics to ensure high levels of member satisfaction, service quality, and responsiveness
• Ensure equitable, courteous, and consistent service delivery to all members across the cooperative’s service territory
• Oversee internal and external communications, newsletters, website content, social media, and member education initiatives
• Oversee branding, marketing campaigns, and outreach efforts that strengthen member engagement and trust
• Serve as a visible representative of the cooperative at community events, meetings, and industry functions, establishing and maintaining relationships with external partners
• Direct the administration of member programs, such as energy efficiency, demand response, prepaid metering, or assistance programs
• Evaluate new technologies and service offerings that enhance member value and operational efficiency
• Contribute to the study, design, and implementation of Cooperative rates and rate changes to maintain system sustainability
• Prepare and manage departmental budgets; monitor expenses and recommend cost-effective solutions
• Collaborate with finance and engineering and operations teams to align member services with system capabilities and financial goals
• Analyze trends, member feedback, and operational data to drive continuous improvement
• Lead, coach, and develop member services staff, fostering accountability, teamwork, and professional growth
• Establish clear performance expectations and provide ongoing feedback and training opportunities
• Collaborate with human resources to ensure staffing levels and skills meet current and future service demands
• Ensure compliance with applicable laws, regulations, and cooperative policies related to billing, privacy, accessibility, and member communications
• Support emergency response and outage communications in coordination with engineering and operations and leadership
• Other duties as assigned

EDUCATION/EXPERIENCE REQUIREMENTS

• Bachelor’s degree in business, communications, or a related field
• 10+ years of management experience or equivalent combination of education and experience that provides the required knowledge skills and abilities
• Prior leadership experience in an electric cooperative utility, or similarly regulated, member-focused organization strongly preferred
• Must possess and maintain a valid driver’s license

KNOWLEDGE, SKILLS, ABILITIES

• Strong understanding of electric cooperative principles, governance, and rural utility operations
• Strong understanding of electric generation, transmission, and distribution systems
• Proven ability to lead teams, manage change, and drive service excellence
• Excellent communication, interpersonal, and presentation skills
• Strategic thinker with strong analytical, problem-solving, and decision-making abilities
• Proficient in the use of software such as Microsoft Office, IVUE, SmartHub, etc.
• Ability to build strong relationships with members, employees, board members, and community stakeholders
• Must be organized and detail-oriented, with ability to manage multiple projects with varying scopes and timelines simultaneously
• Must project a positive public image, always representing the Cooperative with professionalism, including but not limited to during all member and community interactions, while driving a company vehicle, while wearing company logoed apparel, etc.
• Must have personal qualities of integrity, credibility, and dedication to the seven cooperative principles and the Mission, Vision, and Core Values of RushShelby Energy

WORKING CONDITIONS/PHYSICAL DEMANDS

• Primarily office-based role which includes frequent sitting for extended periods while working at a computer and/or assisting members by phone
• Must be able and willing to attend meetings, training, conferences to maintain up-to-date knowledge of cooperative services and technologies that may require travel and/or overnight stays
• Must be able and willing to work beyond normal business hours as needed and/or required for meetings, projects, events, etc.
• Must be able and willing to respond to after-hours emergency and outage situations on a 24-hour basis
• May occasionally involve light lifting of materials or office supplies
• Residence within the cooperative’s service territory or a demonstrated willingness to relocate preferred, in recognition that living in the communities served can strengthen trust, responsiveness, and authentic engagement with members

All applications must be submitted online by April 13, 2026. No resumes or applications will be accepted via email.

RushShelby Energy is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, status as a protected veteran, or any other protected category under applicable federal, state, and local laws.