Manager, Operations

As an NRG employee, we encourage you to think creatively and proactively about your career choices. Our work environment is dynamic and the career opportunities across our businesses offer variety and challenge. Providing career growth to our own employees is critical to our ongoing success--take charge of your career goals and empower your future!

Job Summary

The Operations Manager works within the Billing Operations team to manage core business processes related to the completeness, accuracy, and timeliness of customer enrollments and billing. This manager provides vision, leadership, and accountability to the team responsible for daily operational tasks related to the sending and receiving of electronic transactions between NRG and vendors/utilities. Typical responsibilities include ensuring business processes are executed in a timely fashion, and all exceptions are rectified in accordance with established SLAs and regulatory guidelines. A strong candidate will have the ability to function in a fast-paced, dynamic environment and a strong desire to help a business grow. The role demands analytical and creative thinking, problem-solving, team management, and strong attention to detail.

Essential Duties/Responsibilities:

• Lead, coordinate, and manage the workload of a team of people who analyze and correct errors with a high degree of complexity; These errors include conditions that impede enrollment, move-ins, move-outs, switches, billing and invoicing
• Recruit, interview, and onboard new team members to build an exceptional team of bright, positive, and goal-oriented employees
• Meet with staff regularly to review individual performance, provide feedback and coaching, and develop training and career progression plans to ensure team members' ongoing development and growth
• Build and develop strong morale within the team by encouraging, recognizing, and rewarding behaviors that support the concept of excellence
• Develop performance objectives for the work group to support company goals
• Analyze and report on the performance of the work group and implement corrective action to ensure performance standards and business objectives are met
• Analyze data for trends and opportunities; Make informed recommendations and respond to changing operational needs effectively, e.g., staffing and process changes
• Drive continuous improvement by evaluating, recommending, and implementing processes to improve efficiency and effectiveness through tactics such as process automation and enhanced reporting for greater visibility and control
• Serve as a point of escalation for issue resolution
• Perform root cause analysis of exceptions and develop sustainable solutions
• Acquire a thorough understanding of the electricity and gas lifecycles from contract initiation to fulfillment and final account processing
• Understand SOX controls and compliance requirements, communicate these to the team, and oversee the compliance of such controls and requirements
• Develop a basic understanding of industry regulations and guidelines and their application to customer enrollments and billing
• Provide operational subject matter expertise as a key participant on projects
• Perform other duties as assigned

Working Conditions

• Fully remote or open office environment options available
• Minimal domestic travel required
• Evening and weekend work may be required as job duties demand

Minimum Requirements

• Bachelor's degree or an equivalent combination of education and related work experience
• Minimum of 3 years of people management experience
• Minimum of 5 years prior work experience in the field or in a related area
• Must be proficient in Microsoft Tools: Word, Excel, Outlook

Preferred Qualifications

• Proficient in Sharepoint, Power BI, and SQL Server Management Studio
• Previous energy/utility industry experience

Additional Knowledge, Skills and Abilities

• Ability to think strategically, create a vision, and drive culture within an organization
• Demonstrated ability to resolve problems or issues by gathering and assessing information, taking advice, and using judgment that is consistent with company standards, practices, policies, and procedures.
• Strong leadership, organizational, and written/verbal communication skills
• Strong business acumen
• Excellent time management, organizational, and planning skills. Able to prioritize, multitask, adapt, and thrive in a fast paced, results-driven environment
• Strong customer service and conflict resolution skills, with a commitment to quality and customer satisfaction.
• Superior ability to build relationships, continuously motivate and foster team development with proven and career pathing skills
• Demonstrated ability to influence at all levels with a consultative approach and excellent negotiation skills.

Physical Requirements

Demand

• Work is primarily sedentary (desk work at computer)
• Regularly required to talk or hear to communicate

Frequency

Statement

NRG Energy is committed to a drug and alcohol free workplace. To the extent permitted by law and any applicable collective bargaining agreement, employees are subject to periodic random drug testing, and post-accident and reasonable suspicion drug and alcohol testing. EOE AA M/F/Vet/Disability Level, Title and/or Salary may be adjusted based on the applicant's experience or skills. Official description on file with Human Resources.

If you reside in or intend to work remotely from California, Colorado, New York or Washington State, you may contact [email protected] for compensation information related to this position and other information as required by applicable law. Please include the job title in your request.

NRG Energy is committed to a drug and alcohol free workplace. To the extent permitted by law and any applicable collective bargaining agreement, employees are subject to periodic random drug testing, and post-accident and reasonable suspicion drug and alcohol testing. EOE AA M/F/Vet/Disability Level, Title and/or Salary may be adjusted based on the applicant's experience or skills.

Official description on file with Talent.