CSMR Retail Operations Manager

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, LinkedIn, and follow us on X @nrgenergy.

 

 

 

 

 

Job Summary

The Customer Support and Market Relations (CSMR) Retail Operations Manager is responsible for managing the life cycle of escalated issues across NRG East Retail brands.  This individual is responsible for managing a team of Escalated Issue Representatives, as well as acting as liaison to both internal Regulatory and Utility Commission staff. A successful candidate must have a deep understanding and be able to correctly apply business rules and the rules of various Utility Commissions in the East market.

The East Escalated Issues Manager will facilitate, manage, and monitor all workforce planning issues, including staffing, workflows, service levels, and development of policy and procedure.  The Manager will be a thought leader in identification and implementation of system and process improvements resulting in operational efficiencies and improved customer retention.  

 

 

 

Essential Duties/Responsibilities:

• Act as the East escalated issues and regulatory complaints subject matter expert
• Manage a team of representatives tasked with responding to escalated customer issues
• Understand rules and guidelines of multiple commissions
• Ensure accurate and timely responses to all East escalated issues
• Ensure cross-functional alignment, integration, and efficiency in the resolution of customer issues
• Monitor regulatory proceedings to identify trends, issues, or decisions that may affect the company’s regulatory and/or business objectives
• Manage the relationship with the call center vendors specific to escalated issues
• Work with the internal regulatory team to advocate and coordinate on behalf of NRG East brands
• Participate in internal and external regulatory and compliance training
• Partner with internal regulatory and legal teams for Commission formal complaints and RFI responses
• Proactively identify and act on opportunities based on changes in regulatory requirements
• Build relationships with internal regulatory team members and external regulators
• Identify training, process, and system gaps within CSMR and other departments, and work independently to close those gaps
• Lead cross-functional project teams in the development of business cases and the implementation of system, process, and reporting enhancements
• Coach and develop team members on an ongoing basis
• Develop and utilize performance metrics to track individual and team performance
• Create and deliver performance evaluations
• Resolve conflicts within the team or impacting the team
• Resolve customer issues when management representation is required or requested
• Utilize available resources to resolve complex customer issues
• Manage with a holistic view of cost and service
• Embrace work challenges and opportunities
• Perform other duties as assigned

Working Conditions

• Frequent use of computers, i.e. typing on keyboards, viewing monitors, etc.
• Evening and weekend work may be required as job duties demand. 
• Hybrid schedule: 3-4 days in open office environment
• Minimal domestic travel may be required