Manager, Operations (Remote)

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 Retail Operations Supervisor works within the Billing Operations team to manage core business processes while focusing on accuracy, efficiency, and process improvement. This supervisor leads a team of analysts and specialists who are 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 possess strong analytical, creative thinking, problem-solving, and team management skills along with a strong attention to detail.

Essential Duties/Responsibilities:

• Provide direct leadership to Operations Analysts and Specialists, and other Operations team members as applicable
• Recruit, interview, and onboard new team members to build an exceptional team of bright, positive, and goal-oriented employees
• Meets with staff regularly to review individual performance and provide feedback and coaching
• 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 immediate corrective action when performance standards and business objectives are not being met
• Track performance data on a regular cadence and analyze for trends and opportunities. Make informed recommendations and respond to changing operational needs effectively, e.g., process changes
• Optimize and develop operational processes to increase efficiencies, through tactics such as process automation and enhanced reporting for greater visibility and control.
• Create ad-hoc reporting and 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 the operating industry regulations and guidelines and their application to customer enrollments and billing
• Provide operational subject matter expertise as a key participant on projects
• Organize and present recommendations and team achievements to people at all levels within the organization including senior management.
• Perform other duties as assigned

Working Conditions

• Remote position with occasional in office days. Remote work is subject to change
• Some overtime, evening, and weekend work may be required as job duties demand
• Reliable home internet required
• Travel (minimal)
• Frequent use of computers, i.e. typing on keyboards, viewing monitors, etc.
• Evening and weekend work may be required as job duties demand

Why NRG is a great place to work:

• Great company culture!! Voted as a BEST employer by Forbes
• A competitive total compensation package, including annual incentive and/or commission
• Stock Purchase Plan
• Benefits on the first day of employment - Medical, Dental, Vision, Life Insurance, and Short Term Disability, Wellness program, etc.
• Company-paid life insurance and disability insurance
• 401 (k) plan to help save for retirement
• Generous PTO plan, plus 8 company holidays, and 3 floating holidays
• Numerous discounts, including electricity discounts on NRG brands

Minimum Requirements

• Associate's degree or an equivalent combination of education and/or experience
• Minimum of 2 years of management experience
• Minimum five years' experience in an Operational Management, Process Improvement, or other roles that focus on development and implementation of controls and procedures
• Experience with data extraction and analysis
• 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
• Thorough understanding of deregulated energy market preferred

Additional Knowledge, Skills and Abilities

• Ability to see "the big picture" and think strategically
• 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
• 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

Physical Requirements

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

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.