Job Description
Our client operates at the crossroads of energy and home services, fueled by the vision of a smarter, cleaner future. Committed to developing groundbreaking solutions, they aim to streamline their customers’ lives by providing energy, protection, and smart services for their homes and businesses.The Program Support groups enable the Go-To-Market and retention teams to improve customer experience and increase customer counts by implementing new products and services, provide operational support, quality assurance, and process improvement to multiple functions across all brands and market regions.
This team is responsible for liaising with IT, Marketing, Call Center, and Operations to accomplish results for the Residential, Small Business, and Builder/Multi-Family market segments. Successful team members can effectively solve problems and address issues across multiple functional groups (e.g., Marketing, Legal, Regulatory, Customer Care, Channel Management, Transaction Processing, Billing, IT, Credit/Collections, Online, Telephony, Third Party Partners, Database Operations).
This position contributes to the business’s success by meeting business objectives, improving the operation's performance, ensuring customer satisfaction, and continuously improving operating practices, controls and procedures to reduce risk and increase operational effectiveness.
Duties/Responsibilities
- Ability to translate data into formats, such as Excel, Visio, Powerpoint, as required for analysis and presentation
- Develop reports to monitor key performance indicators (KPIs) and provide insights to management
- Deliver information and analysis that support business strategy - identifying trends, risks, and opportunities for improvement
- Utilize SQL to pull simple data sets on demand
- Document existing and new process flows and update as required
- Represent the Program Support team as the main point of contact for production issue triage and resolution
- Use root-cause analysis to identify process gaps, as well as recommend and implement solutions
- Function as the main point of contact for Regulatory changes and escalations
- Contribute to the execution and implementation of new business, regulatory changes, and platform integrations through requirements gathering, gap analysis and UAT coordination
- Participate in multiple projects/initiatives simultaneously and ensure timely completion of deliverables
- Perform other duties as assigned
Working Conditions
- Fast paced environment with high volume workload.
- Frequent use of computers, i.e. typing on keyboards, viewing monitors, etc.
- Evening and weekend work may be required as job duties demand.
- Minimal domestic travel may be required
Minimum Requirements
- Associate degree required, Bachelor’s degree preferred
- 3-5 years’ experience in analysis, data analytics or project management related field
- Must be proficient in Microsoft Tools: Word, Excel, Outlook, Visio
Preferred Qualifications
- Working knowledge of deregulated energy market preferred
- Previous energy/utility industry experience preferred.
- Proficient in Sharepoint, Power BI, and SQL Server Management Studio
Additional Abilities
- Strong analytical and mathematic skills
- Ability to solve complex problems with minimal guidance.
- Excellent organizational skills with the ability to balance multiple demands
- Capable of working independently and making decisions accordingly.
- Effective oral and written communication skills with ability to discuss findings and recommendations in a succinct manner
- Ability to collaborate and interact professionally with internal teams, management, external vendors, and utilities to acquire knowledge, resolve issues, and participate in projects