Vice President, Customer Care

Job Title: Vice President, Customer CareWork Place Flexibility: OnsiteLegal Entity: Entergy Services, Inc.-ESI (OLD)JOB SUMMARY/PURPOSE:The VP, Customer Care is responsible for managing all aspects of the Entergy omnichannel communications including customer digital interfaces and call centers. Reporting to Chief Customer Officer, this leader will play an important role in Entergy’s continued push towards customer-centricity.JOB DUTIES/RESPONSIBILITIES:• Lead and direct overall operations of the in-house/outsourced Call Center operations and support functions – including agent processes, Digital tools, talent development, vendor management, analytics, and growth strategy• Set the vision and formulate the service strategy for all customer “contact” channels, leveraging data analytics - including higher adoption of self-serve Digital tools by analyzing drivers of demand• Set overall sourcing strategy, direct contract procurement/negotiation for outsourced call centers , and manage vendors against well-defined operations KPI / SLA• Develop, monitor, and analyze operations KPI / indicator dashboards to detect issues and identify root causes; relentlessly incorporate customer feedback and establish effective feedback loops with rest of the enterprise• Execute the strategic roadmap for integrating AI into customer omnichannel experiences, aimed at reducing call volume while maintaining a high-quality customer experience.• Develop a strategy focused on enhancing the experience for SMB customers while also effectively promoting products and services.• Lead a customer-centric and revenue enhancing Digital transformation of the Contact Center to provide a personalized, seamless omni-channel experience to Entergy customersMINIMUM REQUIREMENTS:Minimum education required of the position• Bachelors’ degree in related field. MBA strongly preferredMinimum experience required of the position• 10+ years’ experience leading omni-channel contact centers preferably in the electric utility industry• Proven ability to strategically transform through continuous improvement and technology enhancements• Proven ability to drive clear accountability and responsibility for performance• Experience developing employees and building a diverse and inclusive work environment• Testifying in regulatory proceedings• Experience managing a complex business unitMinimum knowledge, skills, and abilities required of the positionFunctional KnowledgeProven experience in managing in-house and outsourced call centersExperience in leading call center support functions including strategic vendor management, planning & managing workforceBusiness ExpertiseDemonstrated track record of integrating digital channels of consumer contact (e.g., Smart IVR, chat) and optimizing channels while improving service levels and satisfactionLeadershipAbility to draw and effectively communicate vision to team, company, and clients - with a focus on developing high performing teams and inclusive and collaborative environmentProblem SolvingStrong analytical mindset to distill insights from data and effectively action recommendationsImpactExperience managing large transformations with ability to manage long-term and short-term projects in parallelInterpersonal SkillsAbility build effective relationships that inspire and engage others to do their best work towards a shared goal.Strategic ThinkingAbility to adjust business strategies based on the competitive landscape and yet maintain the long term vision.Executive CommunicationsAbility to effectively convey information, ideas, and initiatives to various senior level stakeholders with clear, concise, and credible communication that builds trust and aligns audience to strategic outcomes.Any certifications, licenses, etc. required of the position• NoneOther:• Not all aspects of the job are covered by the description – may require “other duties as assigned”• Job may change over time in accordance with business needs• Job description does not guarantee employment#LI-ONSITE#LI-DH1Primary Location: Louisiana-New Orleans Louisiana : New Orleans || Arkansas : Little Rock || Mississippi : Jackson || Texas : The WoodlandsJob Function : ProfessionalFLSA Status :ProfessionalRelocation Option: Level IUnion description/code : NON BARGAINING UNITNumber of Openings : 1Req ID: 116765Travel Percentage :25% to 50%An Equal Opportunity Employer, Minority/Female/Disability/Vets. Please clickhere (https://jobs.entergy.com/content/EEO/?locale=en_US) to view the EEO 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 (humanr@entergy.com?subject=Accessibility) 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.Entergy Pay Transparency Policy Statement: The Entergy System of Companies (the Company) will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company’s legal duty to furnish information. 41 CFR 60-1.35(c). Equal Opportunity (https://www.dol.gov/agencies/ofccp/manual/fccm/2l-equal-opportunity-clauses-and-other-requirements/2l00-equal-opportunity) and Pay Transparency (https://www.dol.gov/sites/dolgov/files/OFCCP/pdf/pay-transp_%20English_formattedESQA508c.pdf) .Pay Transparency Notice:Pay Transparency Nondiscrimination Provision (dol.gov) (https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf)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.EEI Testing:One way that Entergy has found to identify and assess the abilities and skills needed for certain jobs is through pre-employment testing. If this position does require an EEI test, the type of test will be located under the qualifications section of the job posting. If you are invited to a test session, we strongly recommend you review and complete the practice test as well as review the testing brochure for your respective test. The test brochure will give you critical information on the test such as time allocated and number of questions. Also, keep in mind that the actual test is timed; you should practice timing yourself while doing the practice tests. The practice test information and test brochures can be located by going to the EEI website, http://www.eei.org/practicetests , Logon ID: entergy, password: practice test (2 words). Travel expenses incurred in connection with EEI testing are non-reimbursable.In addition to EEI testing there is also Fit-for-Duty testing which will identify and assess the abilities and skills needed for certain jobs. If this position does require Fit-for-Duty testing, the type of test will be located under the qualifications section of the job posting.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.Job Segment: Executive, VP, Call Center, MBA, Customer Service, Management