Manager – Retail Operations

Manager – Retail Operations

Requirements

• 6+ years of experience in data analytics, operations, or regulatory roles, ideally within the energy or utilities sector.
• Proven ability to analyze complex problems and present data-driven recommendations.
• Strong Microsoft PowerPoint, Excel, and communication skills—able to distill technical information into clear, actionable insights.
• Self-starter with the ability to work independently and thrive in a fast-paced, evolving environment.

Responsibilities

• Oversee the timely and accurate generation of customer invoices.
• Manage complex billing scenarios based on product and contract structures.
• Monitor and resolve billing exceptions and discrepancies.
• Partner with internal teams to improve billing accuracy and automation.
• Ensure all commercial customers are enrolled accurately and on schedule.
• Manage enrollment exceptions and troubleshoot issues as they arise.
• Collaborate with IT and third-party vendors to enhance and automate enrollment systems.
• Monitor and interpret regulations across ERCOT, PJM, and other U.S. power markets.
• Ensure in compliance with market rules and commission guidelines (FERC, PUC, State, and utilities) and prepare data and assist with regulatory filings, audits, and reports.
• Partner with legal, compliance, and operations teams to assess and manage regulatory risk.
• Manage broker relationships and ensure timely, accurate payment of commissions.
• Track and report on commission structures, performance, and exceptions.
• Address broker inquiries professionally and efficiently.
• Develop tools and reporting processes to automate and optimize commission workflows.
• Lead efforts to deliver high-quality support across multiple communication channels.
• Respond to customer inquiries and issues with clarity, professionalism, and urgency.
• Implement systems and processes that enhance customer satisfaction and retention.
• Ensure seamless coordination between operations, billing, and support teams.
• Analyze operational and financial data to identify trends, gaps, and opportunities.
• Develop dashboards and predictive models using SQL, Python, Tableau, and Power BI.
• Translate complex data into actionable insights for cross-functional teams.
• Support business decisions with clear, concise reports and visualizations.
• Collaborate with cross-functional teams to improve tools, systems, and workflows.
• Contribute to special projects including workflow scaling and new service rollouts.
• Drive operational improvements to support customer satisfaction and company growth.

Preferred Qualifications

• Knowledge of U.S. power markets, including ERCOT and PJM, is strongly preferred.
• Experience with billing systems such as Vertexone and data tools, SQL, Python, and visualization platforms like Power BI or Tableau is a plus.