Process Manager

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Job Summary

Manage a team of Program Support personnel within the Sales and Marketing Execution organization in a fast-paced, highly collaborative environment. The Sales & Marketing Execution group provides operational analysis, execution support, and continuous improvement for Retail mass marketing products, campaigns, customer communications, marketing programs, channels, and regulatory activities nationwide. This role offers broad exposure to retail operations and marketing strategy while enabling the development of deep functional expertise.

The team partners closely with IT, Marketing, Legal, Regulatory, Customer Care, Mass Operations, and external vendor partners to deliver results across Residential, Small Business, Builder/Multi-Family, and Home Solar market segments. Successful incumbents demonstrate strong problem-solving skills, operational judgment, and the ability to work effectively across complex, cross-functional environments.

Essential Duties/Responsibilities

• Lead a nationwide team responsible for identifying, analyzing, and correcting complex SAP and system-related issues across enrollment, fulfillment, billing, and service operations.
• Monitor productivity, establish performance expectations, drive accountability, and lead small- to medium-scale operational and process improvement initiatives.
• Establish and maintain methods for performance monitoring, trend analysis, and management reporting to support data-driven decision-making.
• Evaluate existing processes, strengthen operational controls, and implement enhancements to improve accuracy, efficiency, and scalability.
• Partner with business units, Marketing, Operations, and IT to resolve operational issues and meet customer, regulatory, and business requirements.
• Drive workflow optimization efforts and implement innovative, sustainable process solutions.
• Serve as a subject matter expert (SME), manage escalations, and guide stakeholders through complex operational challenges.
• Coach, mentor, and evaluate team members; identify skill gaps and develop targeted training and development plans.
• Manage team administrative responsibilities, including timekeeping, system access, onboarding support, and personnel-related matters.
• Communicate weekly operational performance, error inflow/outflow trends, risks, and insights to leadership.
• Apply emerging technologies, including artificial intelligence, automation, and advanced analytics, to improve operational effectiveness.
• Analyze data using SQL, Excel, and other analytical tools to generate insights and support recommendations.
• Conduct economic evaluations, return-on-investment analyses, and tradeoff assessments to inform prioritization decisions.
• Align team deliverables and initiatives with long-term business strategy and organizational objectives.
• Support change adoption, operational readiness, and stakeholder enablement for new capabilities and initiatives.
• Synthesize complex insights into clear, actionable recommendations for leadership.
• Support budgeting, forecasting, vendor management, and strategic initiatives as assigned.

Working Conditions

• Hybrid working environment with four days in-person.
• Open and flexible office environment when physically in the office.
• Some overtime may be required as business needs or special projects arise.
• Minimal travel as required.

Minimum Requirements

• Undergraduate degree from an accredited four-year college or university is required, with a focus on operations, computer science, engineering, or a related field preferred
• 5+ years of professional experience in an Operations/IT/Project Management/Consulting/Business Analyst role.

NOTE: Success Factors will automatically disqualify a candidate if a candidate does not meet these requirements.

Preferred Qualifications

• Demonstrated experience leading cross-functional initiatives from requirements definition through implementation.
• 1-3+ years of people leadership or supervisory experience.

Additional Knowledge, Skills, and Abilities

• Ability to gather, analyze, and document process flows and business requirements to support operational redesign and improvement.
• Proven capability to identify, prioritize, and facilitate resolution of operational issues, project needs, and process gaps.
• Experience developing operational approaches for new product launches and marketing pilots, including feasibility and implementation assessments.
• Strong business judgment to assess the viability and operational impact of proposed marketing initiatives.
• Ability to provide clear, regular updates to management regarding responsibilities, progress, risks, and opportunities.
• Experience managing portfolios of non-commodity products or customer programs to balance growth, operational complexity, and long-term support.
• Demonstrated ability to define, measure, and monitor metrics that assess process health and performance.
• Working knowledge of regulatory and compliance considerations and the ability to translate changes into operational requirements.
• Experience documenting new processes and maintaining accurate, up-to-date procedural documentation.
• Ability to train and enable team members to support adoption of new processes, systems, and capabilities.
• Experience monitoring daily operations and KPIs to identify trends, risks, and escalation needs.
• Experience supporting user acceptance testing (UAT) and post-production monitoring to ensure stability and intended outcomes.
• Familiarity with agile or iterative delivery models, including user stories and backlog collaboration.

Physical Requirements

• Lifting, bending, sitting, reaching, and standing manual dexterity may be necessary.
• Position requires employee to work using a laptop/computer screen.

NRG Energy is committed to a drug and alcohol-free workplace. To the extent permitted by law and any applicable collective bargaining agreement, employees are subject to periodic random drug testing, and post-accident and reasonable suspicion drug and alcohol testing. EOE AA M/F/Vet/Disability. Level, Title and/or Salary may be adjusted based on the applicant's experience or skills.

Official description on file with Talent.