Operations Manager (Retail Energy)

The future of energy is digitized, decarbonized and localized. At SmartestEnergy, we need revolutionary thinkers to help our customers make the most of this new landscape, thinking differently to find smart solutions to complex problems. 

Formed in 2001, we’re an agile business driven by entrepreneurial thinking. As a subsidiary of the Marubeni Corporation, we also have strong investment and infrastructure behind us. As well as our two offices in the US, we have three offices in the UK and another in Australia.  Further expansion is planned for 2025 and beyond which means global career opportunities for you, with plenty of potential to explore new markets. 

When you join our Team, you will have the opportunity to contribute and make an impact every single day. 

Overview

Reporting to the Vice President of Operations, the Operations Manager is a critical role in SmartestEnergy, with responsibility for achieving one of SmartestEnergy’s core values of putting our customers first through delivering on the promises of operational excellence and integrity. This role requires a balance of leadership, strategic thinking, operational reliability, technical knowledge of energy market products, systems and structures, and the ability to communicate and collaborate effectively within and across teams to, problem solve and continuously improve.

The role leads the Customer Care, Sales Support and Collections Teams with responsibility for servicing our 10k+ commercial and industrial customers and their 200+ broker partners. The Operations Manager will be a key partner with our Retail Sales Team to ensure our Broker and Customer experience is continuously meeting and exceeding expectations. Additionally, this role will work across the entire Operations team to support alignment, while collaborating with our IT and Finance teams to meet project delivery and financial reporting requirements.

As a leader in our business, the role requires self-sufficiency and the confidence to make decisions and lead teams under pressure. The role sits on our Operating Committee, responsible for providing oversight, challenge and advice to the ExCo on the operational performance of the business.

In this role, you will be involved with the following:

• Own operational excellence across functional areas including customer care, sales support, account maintenance, and collections

• Manage cross functional teams and develop performance metrics and KPI’s to demonstrate performance of the teams
• Implement systems, processes, structure, reporting and controls to drive efficiency and effectiveness
• Support business expansion efforts by driving continuous improvement and supporting business growth strategies via new products, markets, etc
• Lead transformational projects that significantly improve the services we provide to our Brokers and Customers
• Build relationships with key vendors to most effectively support our current business and future growth
• Develop our people and teams to drive individual and team performance through clear goals, feedback, training and development
• Establish and maintain team focus by developing and communicating goals
• Work collaboratively with other leaders and other departments to collectively support company goals

To be successful in this role, you are likely to have the following skills/experience:

• 5-10 years’ experience in a leadership or management role in the energy industry
• Prior experience delivering transformational business and operational improvements to support the delivery of successful outcomes
• A solid understanding of operational workflow management
• Experience leading collaboration across multiple business teams
• Experience as a people manager responsible for developing a continuous improvement and accountability culture
• Leadership and management skills with the proven ability to develop a team to drive performance
• Ability to balance strategic and tactical initiatives to achieve operational effectiveness
• Knowledge of the electricity industry, its structures, market dynamics and process
• Deep understanding of the systems the industry uses to deliver service to customers and brokers
• Strong business acumen, including industry, domain-specific knowledge
• Exceptional collaboration and communication skills
• Have vision, common sense and ability to problem solve independently
• Strong analysis backed by critical and strategic thinking skills
• Passionate about our business
• Conscientious, empowering and organized and can organize people and resources quickly and efficiently to deliver successful outcomes
• Can communicate and demonstrate ability to connect with others to build effective working relationships
• Ability to communicate efficiently with and across teams

Diversity

Celebrating our inclusive and diverse culture is core to what we do. We value everybody irrespective of race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability and genetic information (including family medical history). EOE.

We know that for our business to thrive we need diverse talent with a range of backgrounds, skills and capabilities in each of the countries in which we operate. We view diversity as one of the key enablers that helps our business to grow.

We are committed to the full inclusion of all qualified individuals. As such, if a reasonable accommodation is needed to participate in the job application or interview process, please reach out to the HR & People Team via email us-hrssc@smartestenergy.com so we can discuss with you further.

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