Job Title: Sr. Mgr, Customer Care Strategy Data & Analytics

Work Place Flexibility: Onsite

Legal Entity: Entergy Services, Inc.-ESI (OLD)

Job Summary/Purpose

This role is integral to guiding the strategic direction of our customer care organization by utilizing data analytics and innovative technologies. Then incumbent leads the analytics function and oversee technological advancements within our Customer Care business unit, playing a crucial role in collecting, analyzing, and sharing data across all of our channels including live voice agents, Interactive Voice Response (IVR), web, mobile, SMS, email, and future chat channels.

The incumbent will partner with the VP, Customer Care to develop and execute strategic plans, delivering actionable insights through data analytics and cutting-edge technologies to augment operational efficiency, boost business performance, and enhance customer service. This role will leverage direct reports, matrixed/project resources, and outside suppliers for success. Incumbent will leverage vendor management skills to deliver timely, cost-effective products. A deep understanding of data, technology, and industry trends is required to provide strategic insights and recommendations to senior leadership, driving customer-centric strategies.

This position necessitates a strategic thinker with a robust technical background, an innovative mindset, and a passion for utilizing data and technology to inform and enhance business decisions and results. This role significantly impacts the success of the Call Center business unit, directly influencing the organization's ability to deliver exceptional customer service and maintain a leading position in the electric utility industry.

The incumbent will oversee the both budgeting and compliance operational functions within Customer Care.

Job Duties/Responsibilities

• Direct the reporting and analytics function, delivering key metrics and reports accurately, timely, and insightfully.
• Oversee the speech analytics function, using a blend of human, machine-assisted, and automated call listening to understand call drivers, outcomes, and pain points; recommend process improvements.
• Develop and execute strategic plans to utilize data analytics and emerging technologies to improve business operations and customer service.
• Supervise the development and deployment of advanced notification systems, sentiment analysis, multi-channel personalization, and conversational chatbots.
• Foster a culture of data-driven decision making across the organization.
• Collaborate with other business units and stakeholders to identify opportunities for process and technology improvements.
• Stay informed of industry trends and advancements in technology and analytics.
• Oversee SOX and operational testing, PPM development and reviews, to ensure Customer Care is complaint to all policies and procedures, including digital channels
• Manage analytics and technology budget and resources effectively.
• Hire, retain, and develop high-performing talent and leaders.
• Maintain a supplier portfolio, negotiate, initiate, and oversee service contracts with external technology, analysis, and consulting service providers.
• Engage with senior leaders, collaborate with stakeholders in IT, Supply Chain, Legal, Finance, Corporate Analytics, and Operating Companies.
• Evaluate and ensure succession planning is in place by developing the internal team.
• Partner with Finance to set Customer Care budget, Forecast PE, and report financial performance out to senior leaders

Minimum Requirements
• Proven experience in a similar role within a customer service or utility environment.
• Proficient in data analytics methodologies, tools, and applications.
• Excellent leadership and team management skills.
• Strong business acumen with the ability to translate data into actionable business insights.
• Excellent communication and presentation skills.
• Experience with Agile methodology, including creating product backlogs and roadmaps.
• Proficient in technical & consulting supplier management in both platforms and services. Experience scoping, sourcing, and managing services contracts and vendor engagements.

Minimum education required of the position
• Bachelor's degree in Business, Engineering, or related field or equivalent work experience.

Minimum experience required of the position
• Bachelor's Degree with a minimum of 10+ years of customer service or related business experience OR in lieu of degree, minimum 11+ years of customer service or related business experience is required.
• At least 10 years of experience leading a team of direct reports.
• At least 5 years managing a technology portfolio including both platforms and services.
• At least 5 years in a leadership role leading agile projects.

Minimum knowledge, skills and abilities required of the position
• Background in utility or technical product development.
• Experience in customer service data processing and analysis in a utility environment.
• Expert-level knowledge of database management systems architecture and operations, particularly Microsoft SQL Server.
• Architect-level experience with customer service voice platforms (particularly Cisco UCCE).
• Experience in designing, developing, and optimizing interactive voice response systems.
• Experience integrating data and insights from workforce management systems (preferably Verint).
• Product manager or architect experience designing and deploying web & mobile analytics using Google Analytics and Firebase.
• Experience in collecting and analyzing customer sentiment using VoC tools like Qualtrics.

#LI- AH1

Primary Location: Arkansas-Little Rock Arkansas : Little Rock
Job Function: Professional
FLSA Status: Professional
Relocation Option: Level I
Union description/code: NON BARGAINING UNIT
Number of Openings: 1
Req ID: 119856
Travel Percentage:25% to 50%

An Equal Opportunity Employer, Minority/Female/Disability/Vets. Please click here to view the EEI 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 behalf. If you are an individual with a disability and you are in need of an accommodation for the recruiting process please click here and 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 contact [email protected] 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.