NRG Energy

AI Operations Solutions Team Lead

NRG Energy$90K — $120K *
Information Technology
5 - 7 years of experience
Job Overview by Ladders

Qualifications

  • Bachelor's degree in Business, Technology, Data Science, or a related field.
  • 5+ years of experience in contact center operations or AI enablement.
  • Proven leadership experience in developing teams and individuals.
  • Strong background in analytics and continuous improvement methodologies.

Responsibilities

  • Own and optimize AI solutions in production.
  • Manage a structured process for enhancements and issue resolution.
  • Serve as the primary contact for AI enablement within Customer Care.
  • Lead a team of AI Solutions Analysts, prioritizing work and coaching.
  • Track AI effectiveness using key operational metrics.
  • Communicate risks and insights to stakeholders effectively.
  • Design and configure AI-enabled solutions for operational needs.

Benefits

  • Career development opportunities and leadership training.
  • Collaborative work with cross-functional teams.
  • Hands-on involvement in AI initiatives and problem-solving.
  • Possibility to contribute to enterprise-scale AI projects.
Full Job Description
About the Role

The AI Operations Solutions Team Lead is responsible for operating, stabilizing, and continuously improving AI-enabled capabilities within Customer Care-ensuring AI solutions are reliable, scalable, trusted, and effectively embedded in day-to-day operations.

This is a hands-on leadership role, combining direct AI solution delivery with people leadership to ensure AI tools are consistently optimized, adopted, and delivering measurable business impact. The role serves as the operational owner of AI enablement, acting as a key integration point between Operations, Training & Content, Analytics, Voice of the Customer, and enterprise AI partners.

While the team may contribute resources to select new AI initiatives or pilots, the primary focus of this role is continuous improvement, operational effectiveness, and sustained performance of AI solutions already in production.

Key Responsibilities

AI Operations & Continuous Improvement Leadership

  • Own the ongoing operation, optimization, and continuous improvement of AI solutions in production.

  • Establish and manage a structured intake and prioritization process focused on enhancements and issue resolution.

  • Serve as the primary point of accountability for AI enablement within Customer Care for in-scope platforms (e.g., Cresta and future AI Virtual Agent capabilities).

  • Provide operational input to select new AI initiatives and ensure smooth transition into steady-state operations.


People Leadership

  • Lead and develop a team of AI Solutions Analysts, including work prioritization, performance management, and coaching.

  • Build execution discipline through clear operating rhythms, standards, and delivery processes.

  • Grow team capability as AI scope and operational complexity increase.


Operational Accountability & Reliability

  • Accountable for the health, stability, adoption, and effectiveness of AI solutions in day-to-day operations.

  • Proactively identify and address adoption drop-off, workflow degradation, and agent trust issues.

  • Support incident resolution and contribute to cross-functional investigations where AI solutions impact frontline execution.


Measurement & Business Impact

  • Define and track AI effectiveness using operational and customer metrics such as Average Handle Time (AHT), First Contact Resolution (FCR), Net Promoter Score (NPS), Agent Satisfaction (ASAT) and Saves and retention outcomes

  • Use performance insights to drive prioritization and continuous improvement decisions.

  • Communicate trends, risks, and recommendations clearly to stakeholders and leadership.


Hands-On Solution Optimization

  • Design, configure, and refine AI-enabled solutions including real-time agent assist, AI-driven insights, and Virtual Agent capabilities.

  • Define and maintain configuration standards, change controls, and release readiness criteria.

  • Partner with enterprise AI teams and vendors to ensure solutions are production-ready and operationally sustainable.


Collaboration & Governance

  • Partner closely with Customer Care Operations, Training & Content, Analytics, VOC/CX, Workforce and Vendor Management, and enterprise AI teams.

  • Ensure AI solutions align with data privacy, security, and responsible AI standards.

  • Represent Canadian Customer Care requirements in enterprise-scale AI initiatives to ensure local operational needs are reflected.


Required Qualifications

  • Bachelor's degree in Business, Technology, Data Science, Data Analytics, or a related field.

  • 5+ years of experience in one or more of contact center operations, applied AI enablement, analytics, or continuous improvement.

  • Experience leading and developing individual contributors.

DEML employs individuals in the Provinces of Alberta, Ontario, British Columbia, and Saskatchewan. We regret that we will be unable to hire you for this role if your regular remote work location is not within one of these listed provinces. Please reach out to [email protected] if you have any questions.

About NRG Energy

NRG is at the forefront of changing how people think about and use energy. Whether as the largest solar power developer in the country or by giving customers the latest tools to better manage their energy use, NRG is a pioneer in developing smarter energy choices. Our diverse power generating facilities have a capacity of about 52,000 megawatts, capable of supporting almost 42 million homes. Our retail electricity providers — Reliant and Energy Plus — and thermal energy division serve nearly 3 million residential, business, commercial and industrial customers. A Fortune 250 company, NRG supports clean energy resources and technologies critical to our transition to a sustainable, low carbon society. We built the nation's first privately-funded electric vehicle charging infrastructure and continue to create new, clean energy solutions for our customers. In addition to our environmental efforts, we actively contribute to the local communities where NRG employees live and work. Since 2004, our Global Giving program has provided millions of dollars to organizations and charities that have a direct impact on the lives of the people in our communities, including food banks and those that foster self-sufficiency, improve housing and provide supplemental education to people in need. NRG has also organized special responses for victims of extreme catastrophe, such as the Haitian earthquake and the Japanese tsunami in 2010. Employee donations were tripled to maximize the contributions. NRG has won numerous awards for industry leadership and many of its nationwide econrg initiatives, which are targeted toward meeting the challenges of climate change, clean air and natural resources protection.

NRG Energy Careers

Join the vibrant team at NRG Energy, a leader in the power and energy sector, and contribute to a sustainable future while advancing your career. At NRG Energy, we are committed to innovation, leadership, and diversity, ensuring a dynamic workplace where growth and opportunity are at the forefront.

Work You’ll Do

At NRG Energy, you’ll engage in meaningful work that powers communities and fosters environmental stewardship. Our team of professionals is dedicated to leading the energy sector through cutting-edge innovation and sustainable practices. By joining us, you help shape the future of energy, leveraging your skills to make a significant impact.

Explore Job Opportunities and Internships

Whether you’re a seasoned professional or a recent graduate, NRG Energy offers a range of job opportunities and internships that will harness your potential and polish your skills. Our positions span from technical roles in energy management to leadership tracks in corporate functions. Each role is crucial in driving our mission of a sustainable energy future.

Career Development and Benefits

NRG Energy is deeply invested in the professional growth of its employees. We offer robust career development programs, including leadership training, professional networking opportunities, and diversity training. Our benefits package is designed to support the well-being and financial security of our team members and their families, promoting a healthy work-life balance.

Culture of Innovation and Diversity

Our company culture celebrates diversity, encourages innovation, and fosters a collaborative environment. At NRG Energy, you’ll work alongside a diverse team of experts, each bringing unique perspectives that drive our success. We believe that inclusive teamwork and innovative thinking are the keys to our continued growth and leadership in the energy sector.

Join Our Team

Embark on a rewarding career path at NRG Energy by exploring our current hiring opportunities. Tailor your job search to match your career aspirations and skills. Prepare your resume, ace the interview, and join a team that’s committed to making a difference.

Stay Connected

Keep up to date with the latest from NRG Energy: - **Career Insights**: Gain industry-leading insights and read about the latest trends in the energy sector on our careers blog. - **Job Alert Emails**: Customize your subscription to receive job alerts and insider tips that align with your career preferences. At NRG Energy, your career is more than a job—it’s a journey of growth, learning, and leadership. Join us in powering the world’s energy future while building a promising career for yourself. Explore opportunities, embrace our culture, and be part of our mission to lead the energy transition.

Search NRG Energy Jobs

Discover the exciting and rewarding opportunities waiting for you at NRG Energy. Your future starts here!
Learn more about NRG Energy
Size
6,635 employees
Market Cap
$7.4 billion
Industry
Net Income
$510 million
Founded
1989
5 Year Trend
+24.8%
Revenue
$9 billion
NASDAQ

Similar Jobs

More Jobs at NRG Energy

More Information Technology Jobs

Find similar AI Operations Solutions Team Lead jobs: