Manager, Service Network Operations (Remote)

As an NRG employee, we encourage you to take charge of your career and development journey. We invite you to explore exciting opportunities across our businesses. You’ll find that our dynamic work environment provides variety and challenge. Your growth is key to our ongoing success—take the lead in shaping your career development, goals and future!

 

POSITION PURPOSE:

The Service Network Operations Manager is responsible for owning and maintaining the NRG Home Protection service provider network. The Service Network Operations Manager will manage all relationships with approved individual service providers as well as any national service provider networks supporting the NRG Home Protection suite of Protection Plans. The Service Network Operations Manager will be responsible for hiring and managing a team dedicated to monitoring and reporting on the health and performance of the service provider network. In this role, the Service Network Operations Manager will ensure that all NRG Home Protection claims are serviced by a qualified and approved service provider in a timely and cost effective manner with specific emphasis and attention given to overall customer satisfaction.

 

CREDENTIALS & EXPERIENCE:

• Bachelor’s degree from an accredited college or university preferred.
• 10+ years of experience in operations in competitive consumer services or call center operations is required.
• 8+ years of experience managing/building contractor/service provider network(s) supporting consumer services is required.
• 5+ years of experience analyzing data and looking for trends to improve operational performance.
• Strong project management, leadership, and relationship skills are preferred.

 

QUALIFICATIONS:

• Results oriented with a high level of honesty and integrity.
• Acts as a change agent; involving self and team in developing and executing change for business success.
• Excellent communication skills: ability to communicate to all levels of the organization and internal/external constituents.
• Manage relationships; interact with individuals across organizational business units.
• Understanding of the products that are available to our customers.
• Strong analytical thinking skills; to develop plans, strategies, and tactics.
• Strong work ethic: self-starter with a desire to take on increased levels of responsibility.
• Ability to effectively recruit and manage a dedicated team.
• Excellent personal computer skills, including all MS Office applications, are required.

 

SPECIFIC RESPONSIBILITIES:

• Own and manage the relationships between NRG Home Protection business and all service providers.
• Lead the negotiation and implementation of all service provider agreements.
• Work closely with the procurement and legal teams on drafting and negotiations of any NDAs, MSAs or other necessary legal documents needed to maintain an effective service provider network.  
• Prepare spreadsheets, graphics, and any other documentation required for reporting the health of the service provider network to any internal or external stakeholders.
• Manage an internal team dedicated to identifying, documenting, and implementing reporting processes & forecasting processes between NRG Home Protection & all service providers.
• Oversee service provider invoice audits to ensure best billing practices based on agreed upon service and repair rates.
• Conduct routine service provider KPI check-ins and review operational results such as frequency and severity to ensure operational metrics are maintained.
• Manage the resolution of all service provider / customer escalations.
• Responsible for customer satisfaction levels resulting from service provider performance measured by NPS.
• Conduct monthly NPS reviews with all service providers to ensure customer service expectations are being met, and any negative reviews have been addressed.