Senior Manager, Customer Success Operations - Hybrid

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.

More information is available at www.nrg.com. Connect with NRG on Facebook, Instagram, LinkedIn and X.

Job summary

The Senior Manager, Customer Success Operations is responsible for developing, optimizing, and maintaining the performance metrics and leading the execution of strategic initiatives. The senior manager will coordinate with cross-functional groups to include segment marketing, customer lifecycle optimization, revenue management, retention & care, back-office operations, IT, and FP&A. The position requires a strong business acumen to deliver on business goals and objectives.  The senior manager should have a strong skill set for complex data analysis and the ability to present data to showcase the organizational performance of Customer Success Operations to senior leadership.

Essential Duties/Responsibilities:

• Conduct both quantitative and qualitative analysis to identify trends, successes and opportunities to develop data driven strategies.
• Understand product offerings to optimize customer fit and extend customer lifetime value
• Analyze data from multiple data sources (strong comfort level with formatting, formulas, graphs, pivot tables, etc.) to generate performance reporting.
• Monitor performance of new and existing programs to provide insights to senior leadership with an eye towards balancing the customer experience and debt management.
• Create presentations and strategies in support of Customer Success Operations
• Engage with business stakeholders and subject matter experts to lead project charters and business objectives to gather, document and analyze business needs and translate to requirements for project execution in partnership with the Continuous Improvement team.
• Ability to effectively communicate performance information both written and verbally with all project stakeholders
• Executes Customer Success Operations strategy using a unified, data-driven approach.
• Provides thought leadership to support growth, which may include strategy, executive presentations, and other strategic assistance for Consumer Home Energy.
• Leads the development and implementation of cross-functional initiatives that have significant strategic importance to the business and represents the team in cross-functional forums as appropriate.
• Collaborates with operational leaders, functional teams, and business leads to formulate business plans and set targets in alignment with the overall strategy.
• Performs additional duties as assigned.

Minimum Requirements

• Undergraduate degree from an accredited four-year college or university in a business-related field or engineering is required.

• Minimum 8 years of combined experience in consumer services, consulting, or project management. The ideal candidate will have a broad range of experience within several functions, including sales reporting, project execution, performance management, and complex data analysis.
• Minimum 3 years of consulting experience
• Minimum 3 years of project management or project-based teams
• Minimum 3 years of performance management and complex data analysis
• Minimum 3 years of strategy and transformation 
• Strong project management skills and experience, as well as relationship sales skills, are preferred.
• Experience with Data Visualization tools such as Power BI
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Preferred Qualifications

• Experience in sales, marketing, or customer service.
• Energy industry experience preferred.
• Knowledge of retail energy commodity products and additional product sales

Additional Knowledge, Skills and Abilities:

• Demonstrated proficiency with metrics and/or data reporting, creating dashboards and storytelling presentations
• Proven capability working with, presenting to and influencing senior executives
• Excellent problem-solving skills and ability to use good judgment to make recommendations and decisions, attention to detail is key.
• Ability to adapt to rapidly changing priorities

• Excellent organizational, time management, project management, analytical, problem solving, communication, and verbal & written presentation skills.
• Able to handle multiple tasks simultaneously; ability to deal with conflicting demands and prioritize tasks as needed.
• Ability to overcome major obstacles and recognize early when issues should be escalated.
• Must be an effective team player; able to collaborate well on cross-functional teams.
• High level of honesty and integrity.
• Excellent personal computer skills, including Word, Excel, PowerPoint & MS Teams are required.
• SAP – CCS and/or agent interface skills preferred.

Working Conditions

• Open office environment
• Hybrid work schedule; a combination of remote work 1-2 days per week, and in office 3-4 days per week.

• Some overtime required as needed

Physical Requirements:

• Job frequently requires prolonged sitting

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.