CSMR Retail Operations Manager

Job Summary

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

Minimum Requirements

• High School Diploma or equivalent
• 3-4 years Operations, Back Office, or Customer Care related experience
• Must be proficient in Microsoft Tools: Word, Excel, Outlook

Preferred Qualifications

• Bachelor's Degree in a related field from an accredited college/university strongly preferred
• Extensive Regulatory or Supervisory experience may be accepted in lieu of a bachelor's degree
• At least three years previous Leadership and/or Supervisory experience is preferred
• Expertise with internal customer care systems (NRP, Discovery, CRT, TLP)
• Experience in the East market is preferred.

Additional Knowledge, Skills, and Abilities

• Ability to perform deep analysis; identify trends; identify risks, provide initial recommendations.
• Independently solve moderately complex issues; identify root causes.
• Attention to detail and ability to multi-task in fast paced environment.
• Make informed decisions within functional scope, using sound judgment.
• Ability to prepare polished presentations/reports; communicate effectively with cross-functional partners
• Have effective oral and written communication skills with the ability to discuss findings and recommendations in a succinct manner.
• Be able to collaborates across teams; manage vendor/utility relationships for projects.
• Managing direct reports to ensure success of the team and individuals

Physical Requirements

• Work is primarily sedentary (desk work at a computer).
• Regularly required to talk or hear to communicate.