Manager II, Issues Management & Analysis

Vistra Retail Operations Company

Posted on : 21-06-2025

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1 Vacancy

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Job Location

Irving, TX - USA

Monthly Salary

Not Disclosed

Salary Not Disclosed

Vacancy

1 Vacancy

Posted on : 21-06-2025

Job Description

If you have what it takes to become part of the Vistra family and would like to start a promising career with a global leader take a look at the exciting employment opportunities that are currently available and apply online.

Job Summary

The Manager II Customer Issues Management / Issues Analysis will have overall responsibility and direct oversight for Supervisors Agents and Analysts accountable for remediation of both routine and complex residential and small / medium (TOSA) customer issues and reducing the inflow of customer issues through analysis of root cause coordination of preventive measures and optimization of supporting work processes. The Manager will also partner with internal teams to identify process efficiencies drive work destruction prepare and offer solutions that address the issues. Additionally this position manages outsourcing relationships through monitoring quality of work tracking and reporting of metrics and service level agreements and building relationships with vendors.

Job Description

Key Accountabilities

Develop implement and track performance metrics to ensure effectiveness of organization people and processes; achieve stated goals and metrics

Direct a team of analysts accountable for understanding and reducing the inflow of customer issues through analysis of root cause identification of trends / issue drivers coordination of preventative actions optimization of work processes and implementation of identified improvements

Establish agent benchmarks and update annually as needed

Manage the allocation of resources to ensure staffing levels are appropriate for the volume of work received; adjust accordingly for off-peak / on-peak seasons

Manage multiple outsourcing relationships to ensure quality and timely results which may include domestic and overseas travel

Ensure essential operations are maintained during emergency conditions with minimal customer impact

Ensure adherence to Company and Customer Operations systems policies procedures and regulations; ensure department processes and procedures are maintained

Education Experience & Skill Requirements

3 years experience managing / supervising production teams and professional level employees

7 years professional level work experience with at least 5 years significant customer operations process optimization root cause and operational metrics analysis to identify and drive improvement opportunities

Advanced analytical organization and problem-solving skills with ability to analyze large volume of data

Experienced in process improvement methodologies (i.e. CQ/Kaizen LEAN 6 Sigma)

Knowledge of the electricity industry and competitive retail electric markets preferred

Excellent customer service skills

Ability to manage a diverse range of projects simultaneously

Occasional international travel to partner sites

Experience gained through college degree programs and/or certifications is applicable to above skills

Key Metrics

Execute against employee metrics including Benchmark QA LOIEs Complaints Phone Adherence and training attendance / participation

Improvement of Issues Management performance through reduced inflow of customer issues and/or improving productivity / efficiency through process optimization and AI

Demonstrate sound financial management

Ability to achieve quality work under deadline pressure in a rapidly changing environment

Ensure effective / efficient staffing during both on and off-peak season

Job Family

Customer Service

Company

Vistra Retail Operations Company

Locations

Irving Texas

Texas

We are a company of people committed to: Exceeding Customer Expectations Great People Teamwork Competitive Spirit and Effective Communication. If this describes you then apply today!

If you currently work for Vistra or its subsidiaries please apply via the internal career site.

It is the policy of the Company to comply with all employment laws and to afford equal employment opportunity to individuals in all aspects of employment including in selection for job opportunities without regard to race color religion sex sexual orientation gender identity pregnancy national origin age disability genetic information military service protected veteran status or any other consideration protected by federal state or local laws.

If you are an individual with a disability and need assistance submitting an application or would like to request an accommodation please email usmake a request.

Required Experience:

Manager

Employment Type

Full-Time

Company Industry

Key Skills

Apply Now

About Company

Vistra Retail Operations Company

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Manager II, Issues Management & Analysis

Vistra Retail Operations Company

Job Description

We are a company of people committed to: Exceeding Customer Expectations Great People Teamwork Competitive Spirit and Effective Communication. If this describes you then apply today!

If you currently work for Vistra or its subsidiaries please apply via the internal career site.

Employment Type

Company Industry

Key Skills

About Company

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