Manager, Customer Operational ExcellencePNM Resources

POSTING DEADLINE

This position is posted until filled.

DEPARTMENT

Department: Customer Operational Excellence

PREFERENCES

Supervisor/manager experience

Continuous improvement experience

Database/BI system experience

Customer experience

JOB DESCRIPTION

Manager, Customer Operational Excellence 

Salary Grade: G04
Minimum  Midpoint  Maximum
$110,004 - $148,506 - $187,007

SUMMARY:

This position will be responsible for leading the Operational Excellence team supporting Customer Interconnections (new service and renewables) by leveraging research and operational data in order to drive positive change across the organization and improve the customer experience. This position is accountable for working across all teams within the organization. They will oversee customer experience, change management, training, system improvements, metric reporting, quality management, and escalations. The goal of the manager¿s work will be to uncover, communicate and lead opportunities to improve the customer experience and fulfill our goal of being easy to do business with regardless of the type of interaction or inquiry. Prior experience and results with continuous improvement, change management, learning and development and customer management is preferred for this position.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Responsible for leading, directing and developing a high performing team with strategic outlook and operational discipline.

Oversee and lead a comprehensive customer-focused strategy that creates strong communication channels and solutions for an improved customer experience. 

Perform top-line and in-depth analyses using database software and tools; producing thoughtful, actionable insights from data analyses and customer behavior observations and using those insights to develop and present appropriate process and system improvements. Use the data to forecast resource needs for internal and external employees supporting Customer Interconnection. 

Develop and manage the change control system to formally document and measure the impact of all system and process improvements. 

Direct the documentation and continuous revision of internal processes. Develop and deliver a robust training strategy that includes new employee onboarding, refresher training and leadership and professional development opportunities. 

Create, update and maintain various analytics dashboards to support cross-functional initiatives, identify operational efficiencies and opportunities for improvement and to guide the customer experience initiative as a whole.

Strong communication and organizational skills combined with attention to detail are critical to success. 

Oversee performance and actively manage accountability of consultants and contractors supporting a variety of business functions.

COMPETENCIES:

Ability to be a resourceful, creative thinker; proactive in recommending improvements and ideas.

Ability to quickly learn new systems to mine data for insights that form strategy recommendations and synthesize that data into a clear, compelling, actionable story

Ability to handle multiple projects simultaneously, with attention to detail and changing priorities.

Ability to consistently process, prepare, and report data/information on schedule.

Ability to effectively communicate through different mediums with all levels of management and employees.

Ability to build, test and review metrics and dashboards, ensuring that they contain valid measures and analyzable data that will meet the goals of the organization. 

Ability to construct, format and disburse reports for Management review.

Detail oriented; strong ability to remain focused for extended periods of time. 

Organized, with high attention to accuracy and quality of results.

Familiarity with electric industry technologies related to distributed energy resources, electrification, grid modernization, energy storage, etc.

Demonstrated experience, knowledge, skills, adaptability, and flexibility in business planning, organizing, operational planning, budgeting, forecasting, statistical analysis, benchmark indicators, applicable data analysis, and use of computer software.

Detailed knowledge of problem solving, quality improvement, project management, change management, performance management, process analysis to support high performing teams, a culture of continuous improvement and excellent customer service.

Demonstrated track record of achievement; tangible results to demonstrate in prior roles. Experience managing high performing teams.

Ability to operate in a transforming environment and culture, create change, advance ideas, and be comfortable with ambiguity.

Ability to build teams committed to common goals and visions, achieve goals through influence versus direct line authority, and promote and translate ethical standards into action.

Requires initiative, judgment, and excellent communication skills to direct and motivate a large workforce. Demonstrated ability to manage in a changing environment that supports the empowerment of others.

QUALIFICATIONS:

Bachelor's degree from four-year college or university in business, engineering, marketing, or related area of concentration with 3+ years of experience of developing and leading teams. 

Prior supervisory/management experience.

Agile, Design Thinking, Six Sigma Black Belt and/or Certified Lean Expert designations preferred.

Experience with Business Intelligence systems (i.e. PowerBI) and database management preferred.

Experience with voice of customer platforms (i.e. Qualitrics) preferred.

SUPERVISORY RESPONSIBILITIES:

Responsible for the direction of supervisors and individual contributors with responsibilities for change management, process and system improvements, quality management, metric reporting, customer escalations, and training. Evaluates, recommends and leads strategic and operational priorities for the Customer Interconnection teams.

COMMUNICATION SKILLS:

Excellent communication skills including developing and delivering management level presentations.

Strong multi-tasking ability.

Adaptive to change.

Ability to collaborate and build consensus in team environments.

MATHEMATICAL SKILLS:

Ability to work with mathematical concepts such as probability and statistical inference.

Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations. 

COMPUTER SKILLS:

Prior experience working in the Qualtrics CX platform or an equivalent survey platform.

Prior experience with Business Intelligence systems (i.e. PowerBI) or other database management tools. 

Ability to create Excel spreadsheets using advanced functions and formulas such as VLOOKUP, IF statements, nested formulas, pivot tables, conditional formatting, etc.) strongly preferred.

Summarize data to provide insights via MS Power Point and MS Excel.

ANALYSIS AND PROBLEM-SOLVING ABILITY:

Strong statistical skills, as well as experience working with data from diverse sources. 


Ability to demonstrate exceptional analytical skills required with an emphasis on problem solving.

Knowledge and experience with customer feedback and user-generated content including ratings and reviews, social media, surveys, etc. 

DECISION MAKING:

Uses accurate, current, and crucial information to make decisions. Bases decisions on measurement and analysis, extracting larger meaning from data and information to improve performance. 

PHYSICAL DEMANDS:

While performing the duties of this job, the employee is regularly required to sit up to 2/3 of the time. The employee must occasionally lift and/or move up to 10 pounds. 

WORK ENVIRONMENT:

Office environment.

SAFETY AND ADA STATEMENT

Safety Statement:
Safety is a core value at (TXNM Energy/PNM/TNMP) and our vision, "everyone goes home safe", reflects our commitment to promoting an environment conducive to learning, improving and building safety practices. Our safety value is built upon the belief that every employee deserves to work in an environment free from harm.

Americans with Disabilities Act (ADA) Statement: 
If you require assistance with the job application process due to a disability, please contact HR ADA Analyst, at 505-241-4627.

Equal employment opportunity, including veterans and individuals with disabilities.

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