COMPANY OVERVIEW

174 Power Global designs, builds and manages solar power plant solutions. The company brings a decade of global leadership in solar PV to North America, combining best-of-world technology, processes and partnerships to deliver utility-grade solar PV solutions customized for local energy markets. 174 Power Global offers the full spectrum of PV solutions – from power plant development, design, construction, operations and maintenance.

174 Power Global has recently launched a new retail energy business in ERCOT, with plans to expand to other deregulated markets nationwide over the next 5 years. 174 Power Global aims to bring the value of its expertise in the development of wholesale utility scale PV solar, ESS, and wholesale energy trading directly to retail customers and become one of the leading national energy retail providers within 5 years.

POSITION OVERVIEW

The Operations Manager will work collaboratively within a team to formulate strategies and procedures aimed at maintaining and serving current customers, while also supervising operations and serving as a backup contact for both in-house and outsourced customer service representatives and tele-sales agents. A suitable candidate for this position should possess a background in the deregulated retail electricity industry, with a particular emphasis on various aspects such as billing, enrollment, transaction management, customer retention, customer care, distributed energy, and business development. This role involves wearing many hats and requires the ability to work independently in a dynamic, hands-on, entrepreneurial environment.

PRIMARY RESPONSIBILITIES

• Oversee the recruitment, training, and supervision of a team of employees, with the goal of maintaining the organization's seamless operation.
• Conduct regular employee evaluations to assess performance, identify training needs, and provide feedback.
• Collaborate with the management team to establish and maintain positive relationships with vendors. This includes ensuring compliance with vendor agreements, as well as promptly resolving any issues that may arise.
• Participate in the management of the operations department's budget by monitoring expenses, identifying areas for cost savings, and ensuring that spending remains within the allocated budget.
• Develop and suggest strategic plans to guide the operations and ensure that it is well-positioned to meet future challenges.
• Provide leadership to the operations team, inspiring and motivating employees to achieve organizational goals, and fostering a culture of innovation, collaboration, and continuous improvement.
• Actively engage in market-related activities by attending workshops hosted by TDSP, ERCOT, and PUCT that are relevant to daily operations and may impact the organization's performance.
• Develop and deliver a world class customer service organization focused on Billing, Enrollments, Transaction Management, Customer Care, Conflict Resolution and Retention.
• Assist in managing variable call volumes and set team schedules to ensure all duties are covered during the hours of operations based on anticipated call volumes.
• Develop and maintain policies, continuing education, and process documentation.
• Assist in Implementing Quality Assurance for Customer Care team and participate in weekly calibration calls to ensure outstanding service is rendered to customers.
• Manage daily functions of Operations team by coaching, mentoring, disciplinary actions, continuing education in accordance with company polices, and industry laws/regulations.
• Establish controls to bridge identified gaps between Customer care, Operations, Marketing, IT and Supply.
• Manage and adhere to compliance protocols outlined by the PUCT and ERCOT.
• Take the lead when changes and proposed regulations occur to understand potential gaps to current processes and formulate solutions to comply.
• Prepare response to complaints from public utility commission, social media and call center.
• Familiarity with CRM’s and account management software platforms.
• Achieve excellence by delivering on key performance indicators (KPI’s).

Required Competencies

• Business Acumen – Knows the business and department roles and operates with an awareness of the industry standards and procedures
• Vendor Management – Manage Consultants and or system vendors to provide support.
• Leadership – Experience leading a team.
• Strives for results – Operates with a high level of energy and develops appropriate objectives to support the organization in achieving optimal success
• Ability to develop custom styles to capitalize on opportunities that drive the success of the overall organization.
• Excellent written and oral communication skills
• Administrative and computer skills
• Proficient in operational streamlining, risk mitigation and automation

Minimum Education and Experience

• 8-10 years’ experience in the retail energy markets managing multiple Utilities.
• Experience working with iSigma CC&B is preferred.
• Experience working in ERCOT, PJM, NYISO, NEPOOL and MISO
• Experience managing Third-Party Vendors and Staffs of at least 5 +
• Bachelor’s Degree

174 Power Global Retail Texas, LLC provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.