NRG Careers

Retail Operations Analyst

Date Posted: Jan 31, 2019

Location: Houston, TX, US

Company: NRG

Job Description

NRG is the leading integrated power company in the U.S., built on the strength of our diverse competitive electric generation portfolio and leading retail electricity platform. A Fortune 500 company, NRG creates value through best-in-class operations, reliable and efficient electric generation, and a retail platform serving residential and commercial businesses. Working with electricity customers large and small, we implement sustainable solutions for producing and managing energy, developing smarter energy choices and delivering exceptional service as our retail electricity providers serve almost three million residential and commercial customers throughout the country.

More information is available at Connect with NRG Energy on Facebook and follow us on Twitter @nrgenergy.



The Retail Operations Analyst in this role is responsible for the analysis and resolution of global issues affecting the Reliant Protect organization.  In addition, the Analyst must monitor effectiveness of business processes, conduct analysis, make recommendations, and coordinate implementation for system, process and performance improvements resulting in timely and correct completion of customer issues and meeting Reliant Protect’s performance metrics. The Analyst will primarily be responsible for being the liaison between the business and third party service providers.  In this role the Analyst must develop skills and knowledge to effectively address and resolve issues across multiple functional groups including but not limited to Information Technology, Back Office Operations (including invoicing, service initiation, remittance processing), Consumer Operations, Marketing, Accounting, Human Resources, Legal, Regulatory, and Procurement.


In addition, the analyst will be responsible for all of the above duties as it relates to supporting third party service provider relations and processes.



Essential Duties/Responsibilities:

  • Act as a liaison between the Protect organization and third party service providers
  • Act as a liaison between the Protect organization and other business units and departments
  • Prepare spreadsheets, graphics, and word documents as required for reporting, analysis, documentation, and presentations
  • Maintain close and ongoing relationships with internal customer facing groups as well as Back Office to affect timely response to customer issues
  • Identify, document, and implement reporting processes & scorecards to effectively gauge vendor performance
  • Assist in Service Provider invoice reviews and overall budget management
  • Conduct Vendor Performance Reviews
  • Perform key performance indicator and financial analysis
  • Must possess effective negotiation skills
  • Perform Protect impact assessments for business rule and process improvement changes driven from a variety of business units and departments
  • Manage large and small changes into the Protect organization through coordination with key business and information technology teams
  • Identify and document technical system and process requirements for improved operational efficiencies and customer service related global issues
  • Provide analytical and technical support to Protect teams for analysis of internal business processes and system capabilities to improve accuracy and efficiency related to completion of global issues
  • Gain cross functional support and approval for system and process changes from key stakeholders and Change Management Team to affect timely and complete implementation
  • Develop and document training requirements, training materials and provide training as required for call center representatives, supervisors and management.




  • High School diploma, GED, or equivalent math and English skills required. Bachelor’s degree from an accredited college or university preferred.



  • At least 2 years in operations within the energy industry or retail operations in competitive consumer services or call center operations is required.
  • 1-2 years experience of analyzing data and looking for trends to improve performance.
  • Strong project management, leadership, and relationship skills are preferred.
  • Experience with Vendor/Service Provider Management also considered a plus.


Additional Knowledge, Skills and Abilities:

  • Strong work ethic.
  • Must be an effective team player.
  • High level of honesty and integrity.
  • Able to handle multiple tasks simultaneously.
  • Strong leadership skills.
  • Excellent communications skills, both written and verbal.
  • Results oriented.
  • Keen attention to detail
  • Ability to look for trends and provide solutions
  • Is comfortable interacting with internal and external leadership teams
  • Is comfortable holding people accountable to commitments
  • Salesforce skills a plus.
  • Excellent personal computer skills, including all MS Office applications, are required


Physical Requirements:

  •  Majority of work performed from a seated position in front of a computer


Working Conditions:

  • Professional, fast paced, high intensity office environment.
  • Work schedule could start as early as 7:00 AM.
  • Overnight travel to other Reliant Service Provider location may be required

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/Protected Veteran Status/Disability
EEO is the Law Poster (The poster can be found at

Level, Title and/or Salary may be adjusted based on the applicant's experience or skills.

Official description on file with Human Resources





Nearest Major Market: Houston

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