Manager III, Customer Operations

Job Location:

Irving, TX - USA

Monthly Salary: Not Disclosed

Posted on: Yesterday

Vacancies: 1 Vacancy

Job Summary

If you have what it takes to become part of the Vistra family and would like to start a promising career with a global leader take a look at the exciting employment opportunities that are currently available and apply online.

Job Summary

The Manager position will have responsibility and direct oversight for the performance and development of the Communication Services team including the Bill Audit Return Mail and fulfillment functions. Position operates in support of the CXS organization under the direction of the Sr Director of the Customer Revenue & Communication Services organization. Responsibilities include interface with cross-functional support teams in CXS Business Technology Marketing and external vendors providing services in support of the functions. This position also requires a technical acumen to manage and administer multiple databases used to support the department including the ability to create database queries archive a database and troubleshoot and resolve issues in database performance. The position provides leadership to employees to ensure an effective work environment good employee relationships and adherence to Company policies systems procedures and regulations.

Job Description

Key Accountabilities

Direct teams that are accountable for handling customer return mail communications audit and vendor management in a manner which enhances the customer experience and retention

Work with management team to develop implement and track performance metrics to ensure the effectiveness of the organization people and processes

Manage outsourcing relationships through the monitoring of performance metrics and service levels escalating issues to vendors and management as necessary

Maintain and assess performance standards for employees to support the goals of the enterprise while conducting employee discussions as necessary

Administer database queries in support of the function and make changes required to stay connected with the changing needs of the business

Perform other duties as assigned and required by the enterprise

Education Experience & Skill Requirements

Bachelors Degree in a related field is strongly preferred or equivalent experience

5 years experience in Customer Operations function

3 years in managing and leading teams in a production environment

Excellent analytical organizational and time management skills

Ability to achieve quality work under the pressure of deadlines

Ability to manage a diverse range of projects simultaneously

Effective performance management capabilities

Key Metrics

Return mail resolution SLA

PUCT invoice delivery metric performance

Monthly/quarterly controls and compliance attestations

Invoice accuracy SLA

Other performance/operation metrics as defined by the enterprise

Job Family

Customer Service

Company

Vistra Retail Operations Company

Locations

Irving Texas

Texas

We are a company of people committed to: Exceeding Customer Expectations Great People Teamwork Competitive Spirit and Effective Communication. If this describes you then apply today!

If you currently work for Vistra or its subsidiaries please apply via the internal career site.

It is the policy of the Company to comply with all employment laws and to afford equal employment opportunity to individuals in all aspects of employment including in selection for job opportunities without regard to race color religion sex sexual orientation gender identity pregnancy national origin age disability genetic information military service protected veteran status or any other consideration protected by federal state or local laws.

If you are an individual with a disability and need assistance submitting an application or would like to request an accommodation please email usmake a request.

Required Experience:

Manager