Director of Digital Operations

Job Title: Director of Digital Operations Work Place Flexibility: Onsite Legal Entity: Entergy Services, LLC Job Summary/Purpose

The Director of Digital Operations is responsible for the development of a digital roadmap that will enhance the customer experience for Entergy customers. This position will design the digital strategy to grow the customers desires for self-service through an exceptional experience at their channel of choice. Develop a focus on creating new value through the use of digital tools, platforms, technologies, services, and processes. The development of the channels that reduce customer friction and allow customers a seamless transaction. This role will utilize dynamic learning tools to continuously improve each self-service channel. This role will standardize the data and platforms to ensure a consistent experience across the channels. This role will partner closely with the Call Center Operations director to deliver an omni-channel experience to customers and to prioritize the voice of the customer feedback. An Agile approach will be embraced to stay ahead of customer expectations. This role will optimize the existing technology and ensure customers have an accurate and timely experience. This role will evaluate new technology, as appropriate, ensuring underlying processes are streamlined to deliver an enhanced experience. All self-service channels will be optimized to the desired needs of customers. Strong partnership with IT to embrace an agile development and deployment of continuous enhancements. Strong partnership to evolve the channels beyond the basic services to ecommerce as trust is gained with customers. Understand that each channel is a reflection of Entergy and can impact reputation and thus must be monitored constantly for customer concerns and feedback and timely resolution. This key role will partner with the Vice President of Contact Center Operations to drive enhanced customer experience while delivering an overall lower cost to serve model.

Job Duties/Responsibilities

Building Digital Roadmap

Data Analytics

Optimize Technology

Drive Increased use of Self-service

Minimum Requirements

Minimum education required of the position:

Minimum experience required of the position

Minimum knowledge, skills and abilities required of the position

Any certificates, licenses, etc. required for the position

Primary Location: Texas-The Woodlands Arkansas : Little Rock || Louisiana : New Orleans || Texas : The Woodlands

Job Function: Professional

FLSA Status: Professional

Relocation Option: Level I

Union description/code: NON BARGAINING UNIT

Number of Openings: 1

Req ID: 118784

Travel Percentage:25% to 50%

An Equal Opportunity Employer, Minority/Female/Disability/Vets. Please click here to view the EEI page, or see statements below.

EEO Statement: The Entergy System of Companies provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a protected veteran in accordance with applicable federal, state and local laws. The Entergy System of Companies complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment including, but not limited to, recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

The Entergy System of Companies expressly prohibits any form of unlawful employee harassment based on race, color, religion, sex, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of the Entergy System of Company employees to perform their expected job duties is absolutely not tolerated. Accessibility: Entergy provides reasonable accommodations for online applicants. Requests for a reasonable accommodation may be made orally or in writing by an applicant, employee, or third party on his or her behalf. If you are an individual with a disability and you are in need of an accommodation for the recruiting process please click here and provide your name, contact number, the accommodation requested and the requisition number that you are requesting the accommodation for. Employee Services will contact you regarding your request. Additional Responsibilities: As a provider of essential services, Entergy expects its employees to be available to work additional hours, to work in alternate locations, and/or to perform additional duties in connection with storms, outages, emergencies, or other situations as deemed necessary by the company. Exempt employees may not be paid overtime associated with such duties. Equal Opportunity

The non-confidential portions of the affirmative action program for individuals with disabilities and protected veterans shall be available for inspection upon request by any employee or applicant for employment. Please contact HRCompliance@entergy.com to schedule a time to review the affirmative action plan during regular office hours.

WORKING CONDITIONS:

As a provider of essential services, Entergy expects its employees to be available to work additional hours, to work in alternate locations, and/or to perform additional duties in connection with storms, outages, emergencies, or other situations as deemed necessary by the company. Exempt employees may not be paid overtime associated with such duties. Please note: Authorization to work in the United States is a precondition to employment in this position. Entergy will not sponsor candidates for work visas for this position.