Job Description

This role focuses on developing, updating, and maintaining clear, accurate documentation including SOPs, job aids, customer letters, and process materials. It also supports customer communications, process improvement, and training initiatives across Customer Service. The specialist collaborates cross-functionally to ensure consistency, regulatory compliance, and a strong user experience while supporting change and innovation.

Key Responsibilities:

• Create and update SOPs, job aids, process flows, and customer communications
• Collaborate with SMEs and leadership to document and improve operational processes
• Ensure documentation consistency, integrity, and regulatory alignment
• Support continuous improvement efforts and training materials development
• Partner with business units to identify and address process changes
• Participate in emergency/storm support roles as needed

Qualifications:

• Bachelor’s degree
• 5+ years in process documentation and communications
• Strong writing, organization, and project management skills
• Experience with continuous improvement methodologies and Microsoft Office tools
• Utility or regulated environment experience a plus
• Knowledge of Rhode Island Energy’s systems and policies is preferred