NRG Careers

Retail Operations Analyst

Date Posted: Jan 8, 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.

Summary:  The Mass Operations group provides operational analysis and implementation support for Retail mass marketing products, campaigns, key mass customer communications, customer marketing programs, marketing channels and regulatory activities.  The group offers the opportunity to view the “big picture” of retail operations and marketing, as well as develop specialized knowledge in specific areas.


This team is responsible for liaising with IT, Marketing, Legal, Regulatory, Customer Care, Mass Operations and external vendor partners to accomplish results for the Residential, Small Business and Builder/Multi-Family, and Home Solar market segments.  Successful team members demonstrate the ability to effectively solve problems and address issues across multiple functional groups (e.g. Marketing, Legal, Regulatory, Customer Care, Channel Management, Transaction Processing, Billing, IT, Credit/Collections, Online, Telephony, Third Party Partners, Database Operations).


Role Specific Duties/Responsibilities:

  • Strong analytical skills with the ability to gather, organize and analyze data to identify issues and trends , quickly diagnoses root cause , recommend solutions, and drive the solution to completion
  • Self-driven  and  quick to learn in developing subject matter expertise to work independently to support operational tasks
  • Able to exceed goals successfully and steadfastly with proven results
  • Gather, analyze and document requirements for marketing related IT and operational process changes and improvements.  The analyst is also expected to learn multiple processes and systems.
  • Coordinates and executes tasks as required to support campaign, project and product testing and implementation
  • Monitors daily operational processes to identify trends and improvement opportunities
  • Completes user acceptance testing of new Mass Operations system functionality
  • Provides regular updates to management on areas of responsibility and assigned tasks
  • Documents new and maintains existing process documentation for processes to be supported/managed by Mass Operations
  • Trains members of Mass Operations as part of implementation of new capabilities


Essential Duties/Responsibilities:

  • Designs/implements/manages robust processes to support new business and operational activities
  • Continually evaluate effectiveness of Mass Operations processes and initiate process and system improvement activities
  • Develop approach documentation, process flows, and/or business requirements for new Marketing and Operational capabilities and products needed to support campaigns, including all cross-functional stakeholders from operations and IT in the review
  • Develops deep subject matter expertise in key operational tools as necessary
  • Evaluates existing operational processes to ensure appropriate controls are in place and maintains process documentation for all recurring processes
  • Monitors key operational metrics and responds as necessary to ensure consistently superior operational performance
  • Facilitate cross-functional team discussions to develop timelines for Retail campaigns, new product development and project delivery
  • Deliver status updates to key stakeholders at regular intervals
  • Manage multiple, concurrent projects and able to deliver
  • Address customer inquiries and escalations
  • Reconcile partner invoices, determine discrepancies and work to resolution
  • Manage vendor and partner relationships


Campaign specific:

  • Serve as the key subject matter expert for Marketing on operational and IT capabilities, knowledgeable on all processes across customer lifecycle
  • Support development of ongoing operational processes for new campaigns, projects, and solutions where needed, including launch of new non-commodity products and prices to market
  • Facilitate report development for Mass Operations in support of projects


Product specific:

  • Work with Product Development teams to ensure that new product documentation and requirements are complete
  • Communicate Product Development status regularly to key stakeholders
  • Manage the Product Development project queue and work with IT to prioritize through schedule conflicts and ensure timely delivery
  • Manage the development, implementation, testing, and launch of new Products with IT and Operations
  • Serve as the post-launch product expert for resolution of operational and customer concerns/questions.  Refer issues as necessary for further analysis/decisions
  • Serve as Subject Matter Expert for product development applications ensuring required results are being delivered




Project specific:

  • Accountable for successful project implementation
  • Develop process flows and collaborate with appropriate groups to develop effective business requirements
  • Design and implement User Acceptance Testing scripts to ensure successful launch of new capabilities



Undergraduate degree from accredited four-year college or university is required with focus on operations, computer science or engineering preferred



  • Analyst I
  1. 2-4 years professional experience required
  2. 1-2 years related experience in an Operations/IT/Project Management/Consulting role preferred


Additional Knowledge, Skills and Abilities:

  • Attention to detail with organizational and problem solving skills
  • Exhibits technical and analytical aptitude
  • Knowledge of retail competition, customer protection rules, Competitive Retailers
  • Solid negotiation and conflict resolution skills
  • Demonstrates strong customer service skills with both internal and external customers
  • Work effectively and build relationships with people at all levels – solid team player
  • Comfortable working with cross-functional business team composed of people with diverse backgrounds
  • Excellent communications skills, both written and verbal
  • Demonstrates ability in facilitating clear and concise conversations in conference calls over the phone and/or web
  • Demonstrates strong work ethic
  • High level of honesty and integrity
  • Handles multiple tasks simultaneously
  • Makes good business judgments/decisions
  • High initiative
  • Results-oriented
  • Self-disciplined
  • Proficient in Microsoft Office products (Word, Excel, Visio, Power Point) and MS Project


Physical Requirements:

  • May need to do some light lifting when necessary


Working Conditions:

  • Fast-paced professional environment
  • Overtime work, as required
  • Occasional travel may be required, generally between local third party partners

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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