- 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. 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 customer.
- 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.
- Bachelor's degree in business administration, Finance, Accounting, Economics, Engineering, Operations Management, or a related field required
- 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
- Master's Degree or advanced degree
- Experience within an electric, gas, water, or multi-utility environment preferred.
- 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/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, challenges, and cultures that represents 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 or ancestry, 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.
By applying, you may be considered for other job opportunities.
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 [email protected] or 1-888-640-3320
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) If you have the right to work, don't let anyone take it away
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.
Posting Start Date:
2026-07-10Posting End Date (if applicable):
2026-07-23Please note that the job posting will close on the day before the posting end date.Skills Required
- Bachelor's degree in Business Administration, Finance, Accounting, Economics, Engineering, Operations Management, or 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
- Authorized to work in the United States without requiring sponsorship
- Master's degree or advanced degree
- Experience within an electric, gas, water, or multi-utility environment
- Experience in collections, revenue recovery, or print operations
What We Do
NiSource (NYSE: NI) helps energize the lives of its nearly 4 million natural gas and electric customers across six states. Our local utilities – Columbia Gas and NIPSCO – ensure that customers receive safe, reliable and affordable natural gas and electric service each and every day. Our business plan is focused on proactively investing in our energy infrastructure – approximately $1.4 billion a year – to ensure we meet and improve upon our customer commitments for the next 100 years. We employ more than 7,000 of our neighbors who are actively engaged in the communities we’re privileged to serve, making them great places to live and call home. NiSource is headquartered in Merrillville, Indiana – about 35 miles from Chicago – and we maintain a significant corporate presence in Columbus, Ohio. Our utility operations also span Kentucky, Maryland, Pennsylvania and Virginia
