Our client operates at the crossroads of energy and home services, fueled by the vision of a smarter, cleaner future. Committed to developing groundbreaking solutions, they aim to streamline their customers' lives by providing energy, protection, and smart services for their homes and businesses.
The Program Support groups enable the Go-To-Market and retention teams to improve customer experience and increase customer counts by implementing new products and services, provide operational support, quality assurance, and process improvement to multiple functions across all brands and market regions.
This team is responsible for liaising with IT, Marketing, Call Center, and Operations to accomplish results for the Residential, Small Business, and Builder/Multi-Family market segments. Successful team members can effectively solve problems and address issues across multiple functional groups (e.g., Marketing, Legal, Regulatory, Customer Care, Channel Management, Transaction Processing, Billing, IT, Credit/Collections, Online, Telephony, Third Party Partners, Database Operations).
In this role, Digital Operations is responsible for maintaining content for products, price updates across on-line sales channels, supporting self-service digital journeys, and providing business support for defect troubleshooting and resolution within content management systems (CMS). Team members demonstrate great care and attention to detail. Digital Operations analysts must be able to learn and understand systems functionality and interfaces at a very detailed level, which is invaluable in being able to identify defects and deliver improvements.
Essential Duties/Responsibilities:
Responsible for maintaining products and prices across Company's brands and web sales channels, including organic, state sites, and partners. The activities include setting up new products and associated CMS content, updating prices, and performing validation to make sure that the updates are error free
Act as a business liaison to IT for systems and web assets troubleshooting and issue resolution. Be a champion of scalability, reliability, and security. This includes the following:
Run reports and utilize various available monitoring tools to ensure that the application performance and errors are within the baseline levels
For any identified or escalated issues, perform troubleshooting to determine whether there are data and/or code issues
Provide business process knowledge support to IT as they work to make code changes or data repairs to resolve issues
Provide application testing support, including unit testing and regression testing. This includes supporting monthly evening code releases
Utilize various automation tools to reduce manual tasks, improve quality and improve speed to market. The goal is continuous improvement
Maintain transparency and timely communication via project dashboards, status reports, metrics, schedule status, etc.
Keep track of incoming request, work within our team's workflow management (planner).
Taking responsibility for delivering expected and timely outcomes.
Develops deep subject matter expertise in essential operational tools as necessary.
Monitors vital operational metrics and responds as necessary to ensure consistently superior operational performance.
Deliver status updates to key stakeholders at regular intervals.
Identifies issues when they arise, quickly diagnoses root causes, and implements an appropriate solution.
Designs/implements/manages robust processes and database solutions to support new business and operational activities.
Evaluate existing operational processes to ensure appropriate controls are in place and maintain process documentation for all recurring processes.
Continually evaluate the effectiveness of Program Support processes and initiate processes and system improvement and automation activities.
Develop approach documentation and business requirements for new Marketing and Operational capabilities and products needed to support campaigns, including all stakeholders from operations and IT in the review.
Design, implement, and execute User Acceptance Testing scripts to ensure the successful launch of new capabilities.
Facilitate cross-functional team discussions to develop timelines for Retail campaigns, new product development, and project delivery.
Work closely with the Product Owner to deliver projects, enhancements, and production fixes.
Minimum Requirements:
2-5 years of professional experience required.
1-2 years related experience in an Operations/IT/Project Management/Consulting role preferred.
Preferred Qualifications:
Bachelor's degree from an accredited college or university is preferred.
Working knowledge of Tridion CMS and/or Adobe Experience Manager
Experience with process automation, such as RPA
SQL querying
Knowledge of retail competition, customer protection rules, Competitive Retailers
Experience as a Business Systems Analyst (BSA). This includes creating process maps, user flows, and other artifacts to describe the intended fixes and improvements
Additional Knowledge, Skills, and Abilities:
Exhibit technical and analytical aptitude
Working knowledge of relational database concepts, and HTML
Proficient in Microsoft Office products (Word, Visio, Power Point). Must have strong Excel skills
Works well in team environment, with sound negotiation and problem-solving skills
Self-motivated, with the ability to work on multiple projects in a fast-paced environment. High initiative / Self-starter -- takes steps to improve deliverables/results without having to be asked
Able to manage and deliver on multiple parallel requests and tasks with tight timelines and high-quality standards, while remaining detailed and organized
Identify & define key metrics to measure the health and effectiveness of processes
Experience with preparing business cases for improvements, including preparing presentations and presenting to leadership is a plus
Attention to detail with organizational and problem-solving skills.
Exhibits technical and analytical aptitude.
Solid negotiation and conflict resolution skills.
Demonstrates strong customer service skills with both internal and external customers.
Work effectively and build relationships with people at all levels - solid team player.
Comfortable working with a cross-functional business team composed of people with diverse backgrounds.
Excellent communication skills. Speaks and writes clearly and informatively; expresses ideas and facts in a clear and understandable manner.