Senior Director Customer Care Operations

Requisition ID: 95824

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 youre passionate about making a difference in the energy industry and delivering exceptional customer experiences join our team today.

Position Specific Description

The Senior Director Customer Care provides strategic and operational leadership for Nextera Energys deregulated power and gas retail energy business in addition to its 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 Nexteras 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

• Bachelors 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.

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 providing your name telephone number and the best time for us to reach you.

NextEra Energy will not discharge or in any other manner discriminate against employees or applicants because they have inquired about discussed or disclosed their own pay or the pay of another employee or applicant. However employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information unless the disclosure is (a) in response to a formal complaint or charge (b) in furtherance of an investigation proceeding hearing or action including an investigation conducted by the employer or (c) consistent with the contractors legal duty to furnish information.

NextEra Energy does not accept any unsolicited resumes or referrals from any third-party recruiting firms or agencies. Please see our policy for more information.

.

#LI-MS1