VP, Customer Service & Economic Development

Work Place Flexibility: Onsite 

Legal Entity: Entergy New Orleans, LLC 

 

Job Summary/Purpose

Oversee all aspects of delivering excellent customer service and economic growth and development for Entergy New Orleans (ENO).   Responsibilities include building and maintaining strategic relationships with key stakeholders, developing and implementing customer programs, overseeing two Customer Service Centers, and managing communications in response to outages events, including hurricanes/winter storms.  The role also requires creating and implementing a strategic plan to identify and execute on growth opportunities for ENO and overseeing the group’s efforts in site certification, coordination with other economic development entities and local, state and national developers, and negotiating acquisitions, ESA and other strategic business alliances.   

 

Job Duties/Responsibilities

 

Customer Service

1. Work with Power Delivery team to ensure safe, affordable and reliable electric service. 
2. Establish, maintain, and develop a high-performance organization focused on delivering service in a manner that improves customer satisfaction. This includes building effective relationships with key stakeholders and operating the utility system in a manner that improves reliability metrics and customer satisfaction survey scores.
3. Deliver best in class storm response, communications and preparedness through planning, training, drills, and execution, assuming ownership and accountability for outcomes within the OpCo and by providing assistance to peers in other OpCos when required.
4. Support regulatory, legal, and governmental actions that deliver value to the owners of the business. Prepare and/or coordinate the preparation of function specific testimony as required for civil and regulatory actions, serving as a Company expert and/or witness when required.
5. Build and maintain professional relationships with key internal and external stakeholders including OpCo President/CEOs, members of the OCE, local and state elected or appointed officials including regulators, major customers, emergency management personnel (Local, State and Federal), and peers from other utilities within the jurisdiction as well as those participating in mutual assistance agreements. Represent the Company at public events as required and engage with various media members and outlets as directed in conjunction with Corporate Communications.
6. Partner with Regulatory/Public Affairs to support stakeholder outreach/campaigns around regulatory filings.
7. Manage spending within approved targets for capital and O&M. Organize for the preparation of accurate spending forecasts in near- and longer-term budget periods supporting the Corporation's management of funds and projections of results. Establish flexibility and contingencies that support responding to changing spending priorities.

 

Key measures of success include: achieving Target Zero safety incidents as measured by accident incidence rates; driving actions at the OpCo & system level to achieve strategic customer satisfaction goals as measured by NPS scores; supporting revenue growth & customer service through effective, timely engineering and construction of facilities to meet customer needs; and managing OpCo spending within approved targets for Capital and O&M.

 

Economic Development

1. Build market position by locating, developing, defining, negotiating, and closing business relationships.
2. Identify industry trends and potential business deals by researching events, publications, and announcements, and contacting potential partners.
3. Screen, evaluate, track and manage potential business deals by analyzing market strategies, financials, and integration with Entergy's operations and goals.
4. Develop negotiation strategies, closes new business deals, and protects Entergy's value by coordinating requirements, developing and negotiating contracts, and maintaining confidentiality.

 

Key measures of success include:  Increasing revenue/load growth annual; Increasing the number of businesses relocating to ENO’s jurisdiction; Managing OpCo spending within approved targets for Capital and O&M.

 

Minimum Requirements<