Business Operations Analyst

Welcome to the intersection of energy and home services. At NRG, we’re all about propelling the next generation of leaders forward. We are driven by our passion to create a smarter, cleaner and more connected future. We deliver innovative solutions that make our customers’ lives easier—helping them power, protect, and intelligently manage their homes and businesses. To do this, we need creative and talented people to join our company.

We offer a dynamic work environment and a unified and inclusive culture. NRG fosters a strong sense of belonging that leads to better collaboration and business performance. Our company programs are designed to help employees develop the skills they need for success now and in the future. In everything we do, we aim to champion our employees and bring value to our customers, investors and society.

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Summary

The Operations Analyst is responsible for managing and improving reporting and operational processes that support sales and operational initiatives across the organization. This role conducts detailed analysis, develops recommendations, creates documentation and standard work, and coordinates the implementation of approved processes. The Operations Analyst partners closely with Channel Managers to deliver insights, resolve issues, and support high-quality sales execution across multiple sales channels, including the Multi-Level Marketing (MLM) channel. In addition, this role researches customer account data, investigates missing sales, and identifies opportunities for process improvement.

Essential Duties and Responsibilities

• Manage customer-related cases including missing sales, payment disputes, hold requests, and other inquiries using internal and third party systems such as web-based case management system used to track and resolve customer cases submitted by MLM partners.
• Maintain a strong understanding of ERCOT market transactions and their impact on customers’ electricity service.
• Track and manage multiple projects and tasks simultaneously while keeping stakeholders informed and accountable.
• Develop, maintain, and enhance Excel-based reports using data sourced from multiple systems.
• Analyze customer accounts, spreadsheets, and databases to identify trends, gaps, and improvement opportunities.
• Validate data from various sources to ensure accuracy and alignment with business requirements.
• Prepare and deliver presentations related to new reports, dashboards, process changes, and other initiatives.
• Independently run scheduled reports and data uploads to meet internal and external deadlines.
• Proactively perform root-cause analysis, take ownership of issues, and prevent downstream impacts.
• Develop and maintain Standard Work documentation in coordination with the manager.
• Support additional sales channels or programs as business needs evolve.

Education

Bachelor’s degree in Business, Accounting, Finance, Management Information Systems (MIS), or a closely related field.

Experience

1–4+ years of experience working with ERCOT market transactions and data analysis.

Additional Knowledge, Skills, and Abilities

• Advanced Excel skills including VLOOKUP and pivot tables
• Familiarity with SAP as a Customer Information System (CIS) platform
• Working knowledge of SQL, including the ability to create simple queries and familiarity with SQL concepts.
• Strong written and verbal communication skills with excellent listening skills
• Professional demeanor with the ability to multitask, prioritize, and remain composed under pressure

Working Conditions

Normal office environment with one remote day per week. Participation in phone coverage may be required. Overtime may be required to support project delivery or launches.

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

EEO is the Law Poster (The poster can be found at http://www.eeoc.gov/employers/upload/poster_screen_reader_optimized.pdf)

Official description on file with Talent.