Sr. Mgr, Customer Care Strategy Data & Analytics

Job Title:

Sr. Mgr, Customer Care Strategy Data & Analytics

Onsite

Entergy Services, Inc.-ESI (OLD)

This role is integral to guiding the strategic direction of our customer care organization by utilizing data analytics and innovative technologies. Then incumbent leads the analytics function and oversee technological advancements within our Customer Care business unit, playing a crucial role in collecting, analyzing, and sharing data across all of our channels including live voice agents, Interactive Voice Response (IVR), web, mobile, SMS, email, and future chat channels.

The incumbent will partner with the VP, Customer Care to develop and execute strategic plans, delivering actionable insights through data analytics and cutting-edge technologies to augment operational efficiency, boost business performance, and enhance customer service. This role will leverage direct reports, matrixed/project resources, and outside suppliers for success. Incumbent will leverage vendor management skills to deliver timely, cost-effective products. A deep understanding of data, technology, and industry trends is required to provide strategic insights and recommendations to senior leadership, driving customer-centric strategies.

This position necessitates a strategic thinker with a robust technical background, an innovative mindset, and a passion for utilizing data and technology to inform and enhance business decisions and results. This role significantly impacts the success of the Call Center business unit, directly influencing the organization's ability to deliver exceptional customer service and maintain a leading position in the electric utility industry.

The incumbent will oversee the both budgeting and compliance operational functions within Customer Care.

Minimum Requirements

Minimum Education Required Of The Position

Minimum Experience Required Of The Position

Required Minimum knowledge, skills and abilities required of the position

AH1 Primary Location:

Arkansas-Little Rock Arkansas : Little Rock

: Professional

: Professional

Level I

: NON BARGAINING UNIT

: 1

119856

:25% to 50%

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

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.

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

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.

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.

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.

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.

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.