Senior Director Customer Care Operations

Job Description

At Gexa Energy, a NextEra Energy Resources company, we provide reliable low-cost energy solutions. Focused on customer satisfaction, we offer innovative electricity plans tailored to the diverse needs of Texas homes and businesses. If you're passionate about making a difference in the energy industry and delivering exceptional customer experiences, join our team today.

The Senior Director, Customer Care provides strategic and operational leadership for Nextera Energy's deregulated power and gas retail energy business in addition to it's solar business. The role will lead a large customer care organization, including in-house and outsourced contact center operations supporting customer experience, retention, and back-office functions.

The Senior Director is responsible for building a scalable, high-performing organization and leadership team that supports continued growth while delivering exceptional customer service. This leader will be responsible for leading the call center and related functions through a transformational change utilizing AI and other means to improve performance and NPS. By balancing near-term execution with long-term strategy, the Senior Director drives operational excellence, innovation, and continuous improvement while maintaining a relentless focus on customer outcomes.

Key Responsibilities

• Lead a multi-layered Customer Care organization, including internal teams, outsourced partners, frontline operations, supervisors, and support functions.
• Oversee customer-facing and back-office servicing operations, ensuring seamless, high-quality experiences across all channels.
• Drive modernization of customer care capabilities, including AI-enabled solutions, process automation, analytics, and technology enhancements that improve efficiency and customer experience.
• Continue to standardize processes, bring together and optimize the solar business and the retail energy business
• Establish and execute a strategic roadmap for customer care performance, leveraging service level agreements (SLAs), key performance indicators (KPIs), and customer insights to drive continuous improvement.
• Develop workforce, geographic, and vendor strategies that optimize customer outcomes, operational efficiency, and financial performance.
• Lead vendor selection, governance, and performance management, ensuring strong service delivery, compliance, risk management, and cost effectiveness.
• Ensure excellence across all customer contact channels, including voice, chat, email, social media, and emerging digital platforms.
• Build and develop a strong leadership bench through succession planning, leadership development, coaching, and talent management.
• Foster a culture of accountability, ownership, engagement, and continuous improvement at all levels of the organization.
• Define and operationalize Nextera's customer experience standards and brand voice, ensuring consistent execution across all customer touchpoints.
• Partner with Marketing, Product, Customer Experience, Billing, Collections, and other key stakeholders to align customer experience delivery with business strategy and brand objectives.
• Establish governance, quality assurance programs, and performance frameworks to measure and continuously improve customer satisfaction and brand perception.
• Leverage customer insights and operational analytics to identify opportunities that improve retention, service outcomes, and overall business performance.
• Lead customer satisfaction programs, including NPS, CSAT, and other voice-of-customer initiatives.
• Develop and execute strategic plans, budgets, and transformational initiatives that support organizational objectives.
• Ensure compliance with all regulatory, legal, and operational requirements governing customer support activities.
• Partner with internal teams to support audits, examinations, remediation efforts, and documentation standards.
• Maintain strong controls related to customer communications, complaint management, data privacy, and record retention.

Required Qualifications

Leadership & Business Skills

• Strong strategic, analytical, and financial acumen with an understanding of key drivers impacting customer experience and P&L performance.
• Proven ability to lead large-scale customer operations and translate strategy into measurable business results.
• Demonstrated success building, developing, and retaining high-performing leadership teams.
• Exceptional leadership, communication, and stakeholder management skills with the ability to influence across all levels of the organization.
• Track record of leading organizational change and driving continuous improvement initiatives.

Customer Care & Contact Center Expertise

• Deep expertise in contact center operations, workforce management, customer experience, quality assurance, and performance management.
• Experience implementing customer experience standards and brand governance across multi-channel service environments.
• Strong knowledge of contact center technologies, including workforce management platforms, IVR systems, analytics tools, and emerging AI solutions.
• Expertise with key contact center performance metrics, including AHT, FCR, ASA, CSAT, NPS, abandonment rate, and cost-to-serve.

Vendor Management

• 7+ years of experience leading outsourced contact center operations, BPO governance, or vendor performance management.
• Proven ability to negotiate, manage, and optimize vendor relationships, contracts, performance, and financial outcomes.
• Strong understanding of workforce planning, vendor financial models, pricing structures, and operational cost drivers.

Education & Experience

• Bachelor's degree required; advanced degree preferred.
• 10+ years of progressive leadership experience in customer care, contact center operations, or customer experience management, including significant senior leadership responsibility.
• Ability to travel domestically and internationally as needed.

Job Overview

Leaders in this role plan, direct and coordinate the phone operations specific to problem resolution (i.e., high bills, claims, billing problems), and after-hours services in an efficient and economic manner and ensure that the customer receives the needed services.

Job Duties & Responsibilities

• Ensures all existing residential and small business customers are well served through the appropriate segment
• Provides leadership to functional managers to ensure customer's needs are served within a specified time period
• Directs an overall effort in serving customers on an individual basis as well as a whole
• Encompasses understanding of the customer's needs
• Explores new opportunities in the marketplace
• Performs other job-related duties as assigned

Required Qualifications

• Bachelor's Degree
• Experience: 10+ years
• Six Sigma Green Belt Certified
• Supervisor/Management Experience

Preferred Qualifications

• Master's Degree
• Project Management Professional (PMP)

NextEra Energy offers a wide range of benefits to support our employees and their eligible family members. Click here to learn more.

Employee Group: Exempt
Employee Type: Full Time
Job Category: Customer Service
Organization: Gexa Energy, LP
Relocation Provided: Yes, if applicable

NextEra Energy is an Equal Opportunity Employer. Qualified applicants are considered for employment without regard to race, color, age, national origin, religion, marital status, sex, sexual orientation, gender identity, gender expression, genetics, disability, protected veteran status or any other basis prohibited by law.

NextEra Energy provides reasonable accommodation in its application and selection process for qualified individuals, including accommodations related to compliance with conditional job offer requirements, consistent with federal, state, and local laws. Supporting medical or religious documentation will be required where applicable and permitted by applicable law. To request a reasonable accommodation, please send an e-mail to [email protected], providing your name, telephone number and the best time for us to reach you.

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