Operations Manager
Operations Manager
Posted on :
08-04-2025
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1 Vacancy
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Job Description
Welcome to the future of energy
We are both an electricity retailer and a tech platform and we think there is no better way to address our greatest challenge climate change than with the combination of those two.
Through our proprietary tech platform Kraken we are changing the way people interact with their energy company by making it approachable low cost easytounderstand and most importantly 100 renewable.
Are you passionate about making a positive impact on the planet and delivering exceptional customer experiences
Octopus Energy has an exciting opportunity for an enthusiastic and dedicated people leader to join our incredible team in Houston as the Operations Manager.
At Octopus we use technology to bring cheaper and greener power to Texas. Our mission is to build a more sustainable energy system for the future.
We move quickly
Flexibility is the name of the game. We wont lie this is not easy. The energy industry is constantly changing and we need to respond fast. We are frequently testing new products changing our processes and thinking of different ways of engaging with our customers. Were looking for someone highly resilient who is excited to lead the Operations team in a changing environment.
Were obsessed with outrageously good customer service
We need to bring customers along the journey with us. Innovation can be scary and they need to know that they are with a REP they can trust.We talk to our customers like our grandparents (no offence intended we really love them) with patience kindness and warmth. We could tell you so many stories of the relationships customers have built with us. Would you believe they send us poems artwork handwritten letters photos of their family babies and pets Its unbelievable and we love it.
Your mission
As an Operations Manager you are the role model of the Octopus values and set the standard for outrageously good customer service. Bring your passion for people development and the planet to lead the Operations team in Texas.
Theres a lot (and we mean a lot) to learn in this role and a lot of work to do. Learning in a fastpaced dynamic environment isnt for the fainthearted. Every day you will come across problems youve not seen before and youll be tasked with bringing about creative and practical solutions. Well help you build your knowledge and be committed to your development. If youve got the attitude to thrive here and want to make a difference well go that extra mile for you.
What will you do
- Success at Octopus Energy means Happy customers a Happy Team and a Highly Productive team. You will constantly be thinking about refining areas and running initiatives to improve on them.
- Set the standard for outrageously good customer service. In Operations were lucky enough to talk to customers every day. Youll need to be willing to go to the ends of the earth to keep our customers impressed and excited. Youll take ownership of their needs and find a way no matter what to figure things out with them. You set the example by engaging with customers directly either on the phone or via email. You will be expected to handle escalated customer issues to ensure that we do the right thing by the customer and turn an upset customer into an advocate.
- Enable the Operations team to deliver the high standard of service that we expect. Shout about exceptional service when you see it and hold team members accountable when you dont. You will be performance managing in the Octopus Energy way.
- Creating a great place to work. Youre responsible for looking after every aspect of your teams welfare at work motivation personal development and engagement. Identifying talent within the Operations team developing and mentoring them. Executing the development framework we have developed at Octopus Energy.
- Supporting the Team Leader with effective resource planning by looking at the year month week and day ahead.
- We dont differentiate between frontoffice and backoffice at Octopus Energy. Our Operations team are responsible for endtoend service which includes Credit and Collections. As the leader of this team you are responsible for ensuring a healthy and happy customer base. You are responsible for accurate and timely billing as well as debt performance.
- You will build relationships with external Industry bodies representing Octopus Energy at Industry events such as PUC and TDSP engagements.
- Ensuring that you have visibility of all the work associated with the customer base to spot current or potential issues. You will report on the performance of the operations team to the wider Octopus Energy business in Texas. You will produce weekly reports for the Senior Leadership team.
- Working on any projects related to business issues or improvements that you (or colleagues) have identified. These will be in addition to your usual work but are usually timeboxed with a fixed outcome.
Who will you be
- Passionate about leading motivating and developing people
- Excited about helping customers
- Committed to sustainability
- Openminded positive and flexible
- Comfortable working autonomously and making decisions but know when to escalate and ask for help
- Curious and strong attention to detail
- Resilient and strong work ethic
- Supportive and approachable
- Inclusive
You will be able to inspire and effectively lead people. You will coach and provide honest feedback to drive continuous improvement in your team. You will be an amazing communicator to your team your peers and the Senior Leadership Team.
You will have a relentless focus on doing what is best and what is right for our customers and setting an example for your team
As a renewable energy supplier those who are a part of our team are also deeply committed to the fight against climate change and making a positive impact on the future.
This is a constantly changing industry and market so expect the unexpected. You will be resilient and have a positive outlook. You will be excited about change and will instill this attitude in your team.
You will actively look for current and future issues. You will have the confidence to ask questions and be selfmotivated to find the answers. You will be analytical and use data to prevent and resolve problems and inform your decisions. You will always be looking for ways in which we can improve the customer experience.
A role in operations is very fastpaced and can be challenging at times. Were looking for people who can deal with challenging situations and who are responsible for their own future by working extremely hard to achieve their goals.
Everything we do in operations and across Octopus is built around teamwork. People in our teams are always there to support and help each other and we expect everyone to be a team player.
We are looking to continue building our wonderful inclusive culture full of enthusiastic unique and diverse people from all backgrounds as we grow and continue to change the industry
You must have:
- 25 years of experience leading teams in contact centers or Operations environments
- Technological literacy. Youll be comfortable using or learning how to use Gsuite Excel Slack and other webbased tools
Desired but non essential:
- Experience working at a utility or REP
- ERCOT experience and industry knowledge
- Experience managing Collections
- Basic SQL for simple data querying
Why else youll love it here
- Great medical dental and vision insurance options including FSAs.
- Paid time off we know working hard means also being able to recharge as needed we trust our employees to get the work done and take the time they need.
- 401(k) plan with employer match.
- Parental leave. Biological adoptive and foster parents are all eligible.
- Pretax commuter benefits.
- Flexible working environment: you need to shift around your schedule You do you we genuinely believe in work/life balance.
- Equity Options: every Octopus employee owns part of the business. Were a team working together towards huge goals. Every person is crucial to our success you should be rewarded as such.
- Modern office or coworking spaces depending on location.
- Wondering what the salary for this role isJust ask us! When on a call with one of our recruiters its something we always cover as we genuinely want to match your experience with the correct salary. The reason why we dont advertise is because we honestly have a degree of flexibility and would never want salary to be a reason why someone doesnt apply to Octopus whats more important to us is finding the right octofit!
If this sounds like you then wed love to hear from you.
Studies have shown that some groups of people like women are less likely to apply to a role unless they meet 100 of the job requirements. Whoever you are if you like one of our jobs we encourage you to apply as you might just be the candidate we hire. Across Octopus were looking for genuinely decent people who are honest and empathetic. Our people are our strongest asset and the unique skills and perspectives people bring to the team are the driving force of our success. As an equal opportunity employer we do not discriminate on the basis of any protected attribute. Our commitment is to provide equal opportunities an inclusive work environment and fairness for everyone.
Required Experience:
Manager
Employment Type
Full-Time
Key Skills
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