Senior Project Manager - Customer Experience

Senior Project Manager - Customer Experience

Full Time Perm

Way of Work: Hybrid - 3 days in-office

Location: Crown Point, IN

Salary: $82,200 - $123,200, plus 10% annual bonus

At NIPSCO, our New Business department is a catalyst for customer growth, infrastructure expansion, and operational excellence.  

This department drives profitable customer growth through new customer projects and service installations.  It places a strong emphasis on customer experience, fostering repeat business and improving sentiment through proactive communication and streamlined processes.  The team also champions continuous improvement initiatives, leveraging customer feedback and operational assessments to refine workflows, reduce delays, and enhance service delivery.

New Business Project Managers collaborate across engineering, field operations, scheduling, and regulatory teams to deliver customer energy solutions that meet NIPSCO’s standards for safety, reliability, and efficiency.  Whether supporting residential developments, commercial expansions, or industrial projects, this department is empowered to lead with accountability and innovation. You will play a pivotal role in guiding projects from initial intake through construction—ensuring every customer engagement delivers responsive service and satisfaction.

Your responsibilities may include, but are not limited to:

• Review and analyze complex construction drawings, permits, easements, agreements, and other documentation to support gas and electric project design

• Apply gas and electric industry knowledge to provide technical guidance to customers

• Advise customers on both sides of the meter, to include company installation processes (in front of the meter) and customer expectations (behind the meter)

• Build and maintain relationships with key organizations and external stakeholders

• Mentor New Business Project Managers to drive efficient, timely completion of gas and electric utility projects through meter installation while coordinating with internal teams to deliver an exceptional customer experience

• Drive the efficient and timely completion of gas and electric utility projects

• Secure capital authorization for new business investments in compliance with company policy

• Manage commit dates to ensure all internal resources and materials align with customer site readiness

• Communicate company tariff requirements to customers and explain impacts on new business projects

• Support restoration efforts during power outages

• Execute customer service contracts in alignment with company policy and approved terms

You must possess the below minimum qualifications to be initially considered for this position. Preferred qualifications are in addition to the minimum requirements and are considered a plus factor in identifying top candidates.

Minimum Qualifications

• Bachelor’s degree or equivalent work experience

• 2+ year of experience in project management or coordination

• 2+ year of experience in budgeting and scheduling

Preferred Qualifications

• Prior experience with utility operations.

• Knowledge of gas and electric distribution

​Disclaimer

This description is not designed to be a complete list of all duties and responsibilities required of the position

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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,