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Sr. Manager, Self-Service
Nrg Energy
Leading the strategy, development, and optimization of self-service channels across the customer service ecosystem
17d ago
Expert & Leadership (13+ years), Experienced (8-12 years)
Full Time
Utah, United States
Office Full-Time
Company Size
15,637 Employees
Service Specialisms
Operations & Maintenance
Turbine Services
Gas Turbine Parts Supply
Rotor Life Management
Major Maintenance Services
Outage Planning
Project Management
Supply Chain Management
Sector Specialisms
Power
Natural Gas
Load Management
Sustainability
Renewables
Energy Services
Distributed Generation
Commercial Operations
Role
What you would be doing
knowledge management
self-service roadmap
kpi optimization
tech collaboration
self-service platforms
journey optimization
- Oversee the creation, maintenance, and accessibility of content within knowledge management systems.
- Define and execute the multi-year self-service roadmap in alignment with enterprise goals.
- Define key performance indicators (KPIs) and establish frameworks to monitor, analyze, and report on self-service performance.
- Partner with Care PMO, IT, Product, and third-party vendors to ensure secure, reliable, and scalable technology solutions.
- Collaborate with internal stakeholders including CX, Operations, Marketing, IT, and Compliance to ensure alignment and effective change management.
- Collaborate with UX, product, and operations teams to align messaging, functionality, and service standards across channels.
- Identify and champion opportunities for digital innovation and automation across the contact center.
- Oversee the development, integration, and performance of self-service platforms (e.g., IVR, AI-powered virtual agents, customer portals).
- Ensure information is accurate, relevant, and supports high first-contact resolution rates.
- Leverage insights to identify opportunities for improvement and inform future enhancements.
- Design and continuously improve self-service journeys with a focus on simplicity, accessibility, and resolution effectiveness.
What you bring
deploying self-service technologies
customer satisfaction
leadership skills
progressive experience
analytics
bachelor’s degree
- Average Self-Service Resolution Time
- Customer satisfaction score specifically related to self-service experiences.
- Demonstrated success in deploying and managing self-service technologies such as IVR systems, App Integration, chatbots/virtual agents, and knowledge bases.
- 5+ years of progressive leadership experience in contact center operations, digital self-service, or customer experience roles.
- Strong understanding of customer journey design, user experience principles, and customer satisfaction metrics.
- Outstanding communication and stakeholder engagement abilities.
- Proven leadership skills, with experience managing cross-functional teams and large-scale initiatives.
- Share of total customer interactions initiated or completed through self-service platforms.
- Bachelor’s Degree
- Customer Satisfaction (CSAT) – Self-Service
- Excellent analytical skills with a data-driven approach to problem-solving and performance optimization.
- Time required to resolve inquiries or issues via self-service channels.
- Self-Service Containment Rate
- Self-Service Adoption Rate
Information not given or found
Interview process
Information not given or found
Visa SponsorshipInformation not given or found
Security clearance- nrg energy is committed to a drug and alcohol-free workplace. to the extent permitted by law and any applicable collective bargaining agreement, employees are subject to periodic random drug testing, and post-accident and reasonable suspicion drug and alcohol testing.
Company
Overview
2003 Emergence
Independent Company
The company emerged as an independent entity in 2003 following its bankruptcy.
5.4 GW Capacity
Planned Power Generation
Develops large-scale natural gas plants with a planned 5.4 GW combined-cycle capacity for data centers by 2029.
2006 Acquisition
Texas Genco
Milestone acquisition of Texas Genco in 2006 expanded its operational capabilities.
2009 Purchase
Reliant Energy
Acquisition of Reliant Energy in 2009 strengthened its market presence.
- Built a vast energy generation portfolio—from coal, gas, oil and nuclear plants to wind, solar farms and battery storage.
- Operates across the US and Canada under brands like Reliant, Direct Energy, Green Mountain Energy and Vivint.
- Provides electricity, energy management, HVAC and home services through cloud-based platforms and smart-home integration.
- Trades power, natural gas and environmental commodities, employing advanced analytics and financial instruments.
- Unusual fact: it spearheaded the first privately-funded EV charging network (EVgo) before spinning it off.
- Protecting People and the Environment — comprehensive training, rigorous protocols, continuous improvement
- Delivering reliable, innovative energy solutions and strong community engagement
- Upholding ethical standards, transparency in reporting, and accountability
- Investing in R&D, digital transformation, strategic partnerships to drive progress
50% Reduction
GHG Emissions Cut
The company has achieved a 50% reduction in greenhouse gas emissions from a 2014 baseline.
44% Drop
Emissions Reduced
Emissions dropped significantly from 61 MtCO₂e in 2014 to 34 MtCO₂e in 2021, representing a 44% reduction.
$900M Bond
Sustainability-linked Financing
Issued a $900 million Sustainability-Linked Bond tied to reducing emissions to 31.7 MtCO₂e by 2025.
Net-Zero by 2050
Carbon Emissions Target
Aims to achieve net-zero carbon emissions by 2050, aligning with global climate goals.
- SBTi‑approved, 1.5 °C‑aligned emissions targets
- Recognized by SEAL Awards for reducing GHG by 55% from 2014 baseline and expanding low‑carbon retail offerings
30% Women
Board Diversity
Ensures at least 30% of board members are women.
3-Year Cycle
Pay Equity Study
Gender and race pay equity study conducted every 3 years, ensuring equitable results after controlling for key factors.
100% Completion
Bias Training
All employees, including executives, have completed unconscious bias training.
- Evaluated and revised job postings to eliminate 4‑year degree requirements and gendered language
- Cross-functional 21-member team led by CEO delivering actionable DEI recommendations
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