Director Revenue Recovery

JOB PROFILE SUMMARY - Director Revenue Recovery The Director of Revenue Recovery is responsible for developing and executing the utility's strategy to identify, recover, and prevent revenue losses associated with unpaid customer accounts, billing inaccuracies, energy theft, metering discrepancies, and process inefficiencies. This role leads cross‑functional initiatives across Customer Service, Field Operations, Metering, Finance, Regulatory Affairs, Legal, and Technology teams to optimize revenue collection while maintaining regulatory compliance and delivering a positive customer experience. As a leader in the Customer Operations organization, the Director will establish policies, governance, analytics, and operational processes that maximize recovery of lost revenue, reduce bad debt expense, improve collection effectiveness, and ensure equitable treatment of customers. Principle Duties & Responsibilities - Essential Functions Develop and execute a comprehensive revenue recovery strategy aligned with corporate financial objectives, including annual goals, performance metrics, recovery targets, long‑term collection improvement plans, and strategies to reduce write‑offs. Lead initiatives to reduce revenue leakage caused by billing errors, metering inaccuracies, energy diversion, theft, delinquent accounts, process inefficiencies, and other revenue loss drivers. Direct collections strategy across residential, commercial, and industrial customer segments, including delinquency management, payment arrangements, disconnections, reconnections, bad debt recovery, arrearage response, and jurisdiction‑specific write‑off and bankruptcy processes. Manage budget and payment plan strategies across six states to ensure compliance with business, regulatory, and jurisdictional requirements, while monitoring budget variance, contracts, issue tracking, and resolution. Evaluate and optimize collection agency performance, vendor relationships, internal and field collection activities, and external partner effectiveness to improve revenue recovery outcomes. Develop early intervention programs and customer‑friendly payment solutions to improve customer payment outcomes, reduce arrearages, support affordability, and help eligible customers avoid service disconnections. Lead revenue assurance and loss prevention efforts, including investigations and recovery related to unauthorized energy usage, meter tampering, theft, fraud, billing anomalies, metering issues, and revenue integrity risks. Partner with Metering, Field Operations, Analytics, Customer Experience, Finance, IT, Digital, Legal, Regulatory, and other cross‑functional teams to identify revenue leakage opportunities, improve forecasting, enhance technology, support recovery actions, and resolve customer or stakeholder inquiries. Use advanced and predictive analytics to identify recovery opportunities, revenue risks, high‑risk accounts, billing and metering anomalies, and process improvement opportunities across jurisdictions and operating companies. Establish and monitor dashboards, KPIs, business metrics, and customer metrics related to collection effectiveness, recovery rates, write‑offs, aging balances, customer arrearage, revenue leakage, and overall performance management. Ensure compliance with state utility regulations, commission requirements, consumer protection laws, federal requirements, company policies, regulatory filings, audits, rate cases, and legal requirements while balancing revenue recovery with customer equity, satisfaction, and affordability. Build, lead, and develop a high‑performing revenue recovery organization by establishing accountability, ensuring consistency across functional areas and operating companies, applying industry best practices and emerging technologies, fostering integrity and innovation, and managing staffing, resources, and continuous improvement efforts. Required Qualifications Bachelor's degree in business administration, finance, accounting, economics, engineering, operations management, or a related field. 5+ years leading managers and operational teams in a process‑driven, customer‑focused organization. Experience working with regulatory agencies and compliance requirements. Demonstrated success improving collection rates, reducing bad debt, and managing revenue recovery programs. Strong understanding of utility billing, metering, collections, credit policies, and customer operations. Knowledge of revenue assurance, fraud detection, and energy theft investigation practices. Advanced analytical and financial management skills. Expertise in operational performance improvement methodologies. Strong executive communication and stakeholder management skills. Ability to collaborate and influence across departments to resolve issues, drive projects, and implement change. Proven success in implementing process improvements and customer‑focused initiatives. Strong oral and written communication skills. Self‑directed with the ability to work independently and collaboratively. Preferred Qualifications Master's Degree or advanced degree. Experience within an electric, gas, water, or multi‑utility environment. Experience in collections, revenue recovery, or print operations. 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 and convictions, engaging others' opinions, and 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 partners by valuing different worldviews, challenges, and cultures that represent 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, 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. 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 View email address on click.appcast.io or View phone number on click.appcast.io. 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) Salary Range* $133,400.00 - $200,100.00 *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. #J-18808-Ljbffr NiSource Inc.