Vice President of Member Services

The Vice President of Member Services provides strategic leadership and operational oversight for all member-facing functions of the cooperative. This role is responsible for ensuring an exceptional member experience while advancing the cooperative’s mission, values, and strategic goals. This position also oversees customer service, billing, communications, marketing, energy efficiency programs, and community engagement, ensuring services are reliable, accessible, and responsive to the needs of all members.

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.