Manager III, Customer Operations

Manager, Communication Services

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.

• 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

• 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