NextEra Energy

Senior Director Customer Care Operations

NextEra Energy • $150K — $180K *
Houston, TX 77084In-Person
Business Services
8 - 10 years of experience
Today
Be an Early Applicant
Job Overview by Ladders

Qualifications

  • 5-7 years of leadership experience in customer care and contact center operations
  • Proven ability to lead large-scale operations and drive measurable results
  • Strong strategic, analytical and financial acumen
  • Exceptional communication and stakeholder management skills
  • Experience with vendor management and optimization
  • Bachelor's degree required; advanced degree preferred
  • Six Sigma Green Belt certification preferred.

Responsibilities

  • Lead a multi-layered customer care organization, including internal teams and outsourced partners.
  • Oversee seamless, high-quality experiences across all customer contact channels.
  • Drive modernization of customer care through AI and automation solutions.
  • Optimize processes across solar and retail energy business units.
  • Establish a strategic roadmap for customer care performance using SLAs and KPIs.
  • Develop strategies for workforce optimization to enhance operational efficiency.
  • Lead vendor performance management to ensure strong service delivery.

Benefits

  • Comprehensive benefits package for employees and eligible family members.
  • Relocation assistance available, if applicable.
Full Job Description
Requisition ID: 95824

Position Specific Description

The Senior Director, Customer Care provides strategic and operational leadership for Nextera Energy's deregulated power and gas retail energy business in addition to it's 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 Nextera's 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
  • Bachelor's 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.


Job Overview

Leaders in this role plan, direct and coordinate the phone operations specific to problem resolution (i.e., high bills, claims, billing problems), and after-hours services in an efficient and economic manner and ensure that the customer receives the needed services.

Job Duties & Responsibilities
• Ensures all existing residential and small business customers are well served through the appropriate segment
• Provides leadership to functional managers to ensure customer's needs are served within a specified time period
• Directs an overall effort in serving customers on an individual basis as well as a whole
• Encompasses understanding of the customer's needs
• Explores new opportunities in the marketplace
• Performs other job-related duties as assigned

Required Qualifications

  • Bachelor's Degree
  • Experience: 10+ years
  • Six Sigma Green Belt Certified
  • Supervisor/Management Experience


Preferred Qualifications

  • Master's Degree
  • Project Management Professional (PMP)


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

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About NextEra Energy

A growth-oriented limited partnership formed by NextEra Energy, Inc., NextEra Energy Partners, LP (NYSE: NEP) acquires, manages, and owns contracted clean energy projects with stable, long-term cash flows. They own interests in wind and solar projects in North America, as well as natural gas infrastructure assets in Texas. Renewable energy projects are fully contracted, use technology, and are located in regions that are favorable for generating energy from the wind and sun. The seven natural gas pipelines in the portfolio are all strategically located, serving power producers and municipalities in South Texas, processing plants and producers in the Eagle Ford Shale, and commercial and industrial customers in the Houston area. The NET Mexico Pipeline, the largest pipeline in the portfolio, provides a critical source of natural gas transportation for low-cost, U.S.-sourced shale gas to Mexico.

NextEra Energy Careers

Join the dynamic team at NextEra Energy, the world’s leading generator of renewable energy from the wind and sun, and a leader in battery storage. At NextEra Energy, we are committed to providing top-tier job opportunities that foster professional growth and innovation in the energy sector.

Work You’ll Do

Embark on a fulfilling career with NextEra Energy, where we offer a variety of job opportunities across multiple disciplines. Whether you're interested in engineering, business development, or environmental stewardship, you will find a position that aligns with your skills and passions. Our team is at the forefront of transforming the energy industry, making it cleaner and more sustainable.

Innovate and Lead

At NextEra Energy, innovation and leadership go hand in hand. Join our team and collaborate with some of the brightest minds in the industry. Our leadership is committed to fostering a culture of innovation that encourages new ideas and solutions. As part of our team, you will have the opportunity to lead projects that make a real impact on our future.

Grow Your Career

NextEra Energy is not just a company; it's a place where you can grow your career. With our extensive range of professional development and diversity training programs, you will have the tools and resources to thrive. Our commitment to your growth is reflected in our robust benefits package, designed to support you both professionally and personally.

Internship Opportunities

Kickstart your career with a NextEra Energy internship. Our internships provide invaluable workplace experience and a chance to see if a career in the energy sector is right for you. You’ll work alongside experienced professionals, gaining the skills and insights that will benefit you as you move forward in your career journey.

Be Part of Our Team

NextEra Energy is looking for passionate, curious, and innovative team players. Explore job opportunities and join a company that values diversity, leadership, and professional growth. Our team members are our greatest asset, and we strive to maintain a culture that celebrates diversity, equity, and inclusion.

Stay Connected

Keep up to date with the latest at NextEra Energy: - **Explore Careers**: Search open positions that match your skills and interests. We are always on the lookout for talented individuals who are eager to contribute to our mission and vision. - **Networking and Professional Development**: Engage with us through various networking events, professional groups, and social platforms. Connect with other professionals who share your passion for renewable energy and environmental sustainability.

Apply Now

Ready to make a difference? Submit your resume, complete your application, prepare for your interview, and join NextEra Energy. Discover the exciting and rewarding career opportunities that await at one of the most respected companies in the energy sector.

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Personalize your subscription to receive job alerts, latest news, and insider tips tailored to your preferences. Stay informed about new employment opportunities and industry trends with NextEra Energy. At NextEra Energy, we empower our employees to drive change and push the boundaries of what is possible in the energy industry. Join us and transform the way the world generates and uses energy.
Learn more about NextEra Energy
Size
15,000 employees
Market Cap
$6.1 billion
Industry
Energy & Utilities
Net Income
-$51 million
Founded
2014
5 Year Trend
+4.9%
Revenue
$917 million
NASDAQ
NEE
* Ladders Estimates

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