Job Description

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).

Essential Duties/Responsibilities:

• Work broadly across multiple processes and systems to become a subject matter expert for Non-Commodity Operations.
• Taking responsibility for delivering expected and timely outcomes.
• Develops deep subject matter expertise in essential operational tools as necessary.
• Monitors vital operational metrics and responds as necessary to ensure consistently superior operational performance.
• Deliver status updates to key stakeholders at regular intervals.
• Identifies issues when they arise, quickly diagnoses root causes, and implements an appropriate solution.
• Designs/implements/manages robust processes and database solutions to support new business and operational activities.
• Evaluate existing operational processes to ensure appropriate controls are in place and maintain process documentation for all recurring processes.
• Continually evaluate the effectiveness of Program Support processes and initiate processes and system improvement and automation activities.
• Develop approach documentation and business requirements for new Marketing and Operational capabilities and products needed to support campaigns, including all cross-functional stakeholders from operations and IT in the review.
• Design, implement, and execute User Acceptance Testing scripts to ensure the successful launch of new capabilities.
• Facilitate cross-functional team discussions to develop timelines for Retail campaigns, new product development, and project delivery.
• Work closely with the Product Owner to deliver projects, enhancements, and production fixes

• 7+ years related experience in an Operations/IT/Project Management/Consulting role required.
• Experience leading cross-functional team projects from requirements to implementation required.
• Six months to 2 years of professional experience in the energy market is required.

Preferred Qualifications:

• Bachelor's degree from an accredited college or university is preferred.

Additional Knowledge, Skills, and Abilities:

• Develop and execute scripts using database tools such as Oracle, SQL Server, and/or SaaS
• Able to harness the power of data and technology to identify trends/anomalies and drive better decision-making using a visualization tool like Power BI.
• Attention to detail with organizational and problem-solving skills.
• Exhibits technical and analytical aptitude.
• Solid negotiation and conflict resolution skills.
• Demonstrates strong customer service skills with both internal and external customers.
• Work effectively and build relationships with people at all levels – solid team player.
• Comfortable working with a cross-functional business team composed of people with diverse backgrounds.
• Excellent communication skills, both written and verbal.
• Demonstrates strong work ethic.
• High level of honesty and integrity.
• Makes good business judgments/decisions.
• High initiative.
• Results-oriented.
• Proficient in Microsoft Office products (Word, Excel, Visio, PowerPoint, Power BI, and MS Project).

Working Conditions:

• Fast-paced, professional environment.
• Remote working environment with in-person office visits as required.
• Nights, weekends, and holidays may be required as special projects arise.
• Lifting, bending, sitting, reaching, and standing manual dexterity may be necessary.
• Minimal travel when necessary.