VP, Customer Service & Economic Development

Work Place Flexibility: Onsite

Legal Entity:Entergy New Orleans LLC

Job Summary/Purpose

Oversee all aspects of delivering excellent customer service and economic growth and development for Entergy New Orleans (ENO). Responsibilities include building and maintaining strategic relationships with key stakeholders developing and implementing customer programs overseeing two Customer Service Centers and managing communications in response to outages events including hurricanes/winter storms. The role also requires creating and implementing a strategic plan to identify and execute on growth opportunities for ENO and overseeing the groups efforts in site certification coordination with other economic development entities and local state and national developers and negotiating acquisitions ESA and other strategic business alliances.

Job Duties/Responsibilities

Customer Service

1. Work with Power Delivery team to ensure safe affordable and reliable electric service.
2. Establish maintain and develop a high-performance organization focused on delivering service in a manner that improves customer satisfaction. This includes building effective relationships with key stakeholders and operating the utility system in a manner that improves reliability metrics and customer satisfaction survey scores.
3. Deliver best in class storm response communications and preparedness through planning training drills and execution assuming ownership and accountability for outcomes within the OpCo and by providing assistance to peers in other OpCos when required.
4. Support regulatory legal and governmental actions that deliver value to the owners of the business. Prepare and/or coordinate the preparation of function specific testimony as required for civil and regulatory actions serving as a Company expert and/or witness when required.
5. Build and maintain professional relationships with key internal and external stakeholders including OpCo President/CEOs members of the OCE local and state elected or appointed officials including regulators major customers emergency management personnel (Local State and Federal) and peers from other utilities within the jurisdiction as well as those participating in mutual assistance agreements. Represent the Company at public events as required and engage with various media members and outlets as directed in conjunction with Corporate Communications.
6. Partner with Regulatory/Public Affairs to support stakeholder outreach/campaigns around regulatory filings.
7. Manage spending within approved targets for capital and O&M. Organize for the preparation of accurate spending forecasts in near- and longer-term budget periods supporting the Corporations management of funds and projections of results. Establish flexibility and contingencies that support responding to changing spending priorities.

Key measures of success include: achieving Target Zero safety incidents as measured by accident incidence rates; driving actions at the OpCo & system level to achieve strategic customer satisfaction goals as measured by NPS scores; supporting revenue growth & customer service through effective timely engineering and construction of facilities to meet customer needs; and managing OpCo spending within approved targets for Capital and O&M.

Economic Development

1. Build market position by locating developing defining negotiating and closing business relationships.
2. Identify industry trends and potential business deals by researching events publications and announcements and contacting potential partners.
3. Screen evaluate track and manage potential business deals by analyzing market strategies financials and integration with Entergys operations and goals.
4. Develop negotiation strategies closes new business deals and protects Entergys value by coordinating requirements developing and negotiating contracts and maintaining confidentiality.

Key measures of success include: Increasing revenue/load growth annual; Increasing the number of businesses relocating to ENOs jurisdiction; Managing OpCo spending within approved targets for Capital and O&M.

Minimum Requirements

Minimum education required of the position

• Bachelors degree in a related field such as accounting finance management marketing business administration communications or economics or equivalent work experience.
• An MBA is strongly preferred.

Minimum experience required of the position

• 10 years of relevant experience in Customer Service Utility Operations Regulatory and/or Economic Development/Business Development.
• 5 years of supervisory experience required or served as a recognized lead role within a team.

Minimum knowledge skills and abilities required of the position

• Knowledge of rates regulatory requirements T&D systems and commercial and industrial processes.
• Strong analytical and problem-solving skills. Strong interpersonal and communication skills are essential.
• Knowledge/Experience in Customer Service and operations.
• Ability to develop annual business plans handle heavy workload multiple tasks and solve practical problems.
• Ability to consistently participate in evening and weekend networking/relationship building events.
• Ability to read analyze and interpret complex documents and have a comprehensive understanding of different systems theories and practices.
• Ability to respond effectively to the most sensitive inquiries or complaints and applies broad industry and commercial awareness to drive financial and operational performance across sub-functions.
• Ability to make effective and persuasive speeches and presentations on business development topics to executive management public groups and new or existing customers.
• Demonstrates expert people and/or process management skills as well as customer (external and internal) relationship skills. Demonstrates detailed expertise in very complex functional/ technical area or broad breadth of knowledge in multiple areas; understands the strategic impact of the function across sites.
• Comfortable in a public-facing role that requires frequent interaction/interviews with media.

Anycertificates licenses etc. required of the position

None

Other Attributes

#LI-NC1

Primary Location: Louisiana-New OrleansLouisiana : New Orleans
Job Function: Professional
FLSA Status:
Relocation Option: Level I
Union description/code: NON BARGAINING UNIT
Number of Openings: 1
Req ID: 121452
Travel Percentage:Up to 25%

An Equal Opportunity Employer Minority/Female/Disability/Vets. Please click here to view the EEO page or see statements below.

EEO Statement:The Entergy System of Companies provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race color religion sex gender sexual orientation gender identity or expression national origin age disability genetic information marital status amnesty or status as a protected veteran in accordance with applicable federal state and local laws. The Entergy System of Companies complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment including but not limited to recruiting hiring placement promotion termination layoff recall transfer leaves of absence compensation and training.

The Entergy System of Companies expressly prohibits any form of unlawful employee harassment based on race color religion sex gender sexual orientation gender identity or expression national origin age genetic information disability or veteran status. Improper interference with the ability of the Entergy System of Company employees to perform their expected job duties is absolutely not tolerated.

Accessibility:Entergy provides reasonable accommodations for online applicants. Requests for a reasonable accommodation may be made orally or in writing by an applicant employee or third party on his or her you are an individual with a disability and you are in need of an accommodation for the recruiting process please clickhereand provide your name contact number the accommodation requested and the requisition number that you are requesting the accommodation for. Employee Services will contact you regarding your request.

Additional Responsibilities:As a provider of essential services Entergy expects its employees to be available to work additional hours to work in alternate locations and/or to perform additional duties in connection with storms outages emergencies or other situations as deemed necessary by the company. Exempt employees may not be paid overtime associated with such duties.

Know Your Rights: Workplace Discrimination is Illegal

The non-confidential portions of the affirmative action program for individuals with disabilities and protected veterans shall be available for inspection upon request by any employee or applicant for employment. Please to schedule a time to review the affirmative action plan during regular office hours.

WORKING CONDITIONS:
As a provider of essential services Entergy expects its employees to be available to work additional hours to work in alternate locations and/or to perform additional duties in connection with storms outages emergencies or other situations as deemed necessary by the company. Exempt employees may not be paid overtime associated with such duties.

Please note: Authorization to work in the United States is a precondition to employment in this position. Entergy will not sponsor candidates for work visas for this position.