Manager, Stakeholder Services

The New York Independent System Operator (NYISO) manages the efficient flow of electricity on more than 11,000 circuit-miles of high-voltage transmission lines, dispatching power from hundreds of generating units across the state.

The New York Independent System Operator (NYISO) applies cutting-edge technology to operating a reliable electricity system, managing competitive markets for wholesale electricity, and planning for the Empire State's energy future.  The NYISO’s External Affairs department invites applications for a full-time Manager, Stakeholder Services to join our team.

The Manager, Stakeholder Services will lead the Stakeholder Services team serving as NYISO's primary point of contact for resolving customer inquiries and providing Market Participant support across several issues of complexity associated with participation in NYISO’s markets. Additionally, this individual will manage a team, comprised of ten (10) Stakeholder Services representatives, to facilitate timely and accurate resolution to customer inquiries and coordinate proactive communications with NYISO Market Participants. The Manager, Stakeholder Services is expected to collaborate across the NYISO value chain, including interaction with the SLT-Senior Leadership Team, to develop and implement customer engagement tools and strategic practices to enhance the customer experience and position the NYISO for success.

The Manager, Stakeholder Services, is a dynamic role interacting with every NYISO department acting as the conduit between the NYISO and Market Participants and includes engagement with many external parties to the NYISO. The Manager, Stakeholder Services, is a strategic and technical role to the NYISO responsible for supporting Market Participants in a 24/7/365 capacity resolving real-time urgent market and operational issues after normal business hours, holidays, and weekends.

ESSENTIAL DUTIES and RESPONSIBILITIES

• Manage the customer inquiry/resolution process, where customer issues are logged in NYISO’s CRM-Customer Relationship Management software and are resolved in a timely and efficient manner. This responsibility represents a corporate goal for the NYISO factoring into NYISO’s CSI-Customer Satisfaction Index.
• The CI-Customer Inquiry satisfaction score is calculated by measuring the satisfaction with NYISO’s Market Participant interaction with the Stakeholder Services department. At the closure of each inquiry, the Market Participant can evaluate the interaction to ensure satisfaction.
• Manage the process and procedures for customer inquiries to be investigated and resolved by Stakeholder Services or, if required, referred for specific input from a NYISO department SME
• Manage and facilitate the DAC-Dispute and Claims Committee process. This is a tariff driven process involving a diverse group from across the organization.
• Manage the collection, maintenance, and distribution of customer Affiliate forms for each Market Participant. This is a tariff defined process led and facilitated by Stakeholder Services. This critical process ensures compliance with NYISO’s tariffs and transparency with Market Participants.
• Business Owner of MIS-Market Information System. Reviews and approves changes in the areas of data input, design, development, and administration of the platform. MIS is the NYISO’s primary platform for Market Participants to submit bids and offers into the NYISO Markets.
• Analyze, design, develop, implement, and evaluate processes and procedural improvements related to Market Participant feedback, collected through surveys. Support other NYISO departments in information collection outreach efforts with Market Participants, including facilitation of data collection through surveys, questionnaires, and NYISO systems.
• Manage development of standard communication messages, templates, and standards on common topics to ensure consistent messaging across NYISO’s digital footprint.
• Establish and oversee protocols to address and resolve frequent technical problems reported by Market Participants, including escalation procedures. Includes organizing conference calls with departments across the NYISO to review issues, discuss options and implement software and process solutions.
• In collaboration with External Affairs Management team, support execution of the Market Participant satisfaction survey program. Serve as a customer service advocate across the organization to increase customer-focus and awareness.
• Manage and own Stakeholder Services controls related to Internal Audit, SAS 70 Audit, and external audit observations and resolutions, ensuring adequate and appropriate responses to each audit commitment. Includes working in conjunction with Information Technology to validate controls in NYISO’s MIS-Market Information System.
• Participate in the bi-a