VP

Customer Service And Economic Development Manager

Oversee all aspects of delivering excellent customer service and economic growth and development for Entergy New Orleans (ENO). Responsibilities include building and maintaining strategic relationships with key stakeholders, developing and implementing customer programs, overseeing two Customer Service Centers, and managing communications in response to outages events, including hurricanes / winter storms. The role also requires creating and implementing a strategic plan to identify and execute on growth opportunities for ENO and overseeing the group's efforts in site certification, coordination with other economic development entities and local, state and national developers, and negotiating acquisitions, ESA and other strategic business alliances.

Key measures of success include : achieving Target Zero safety incidents as measured by accident incidence rates; driving actions at the OpCo & system level to achieve strategic customer satisfaction goals as measured by NPS scores; supporting revenue growth & customer service through effective, timely engineering and construction of facilities to meet customer needs; and managing OpCo spending within approved targets for Capital and O&M.

Build market position by locating, developing, defining, negotiating, and closing business relationships. Identify industry trends and potential business deals by researching events, publications, and announcements, and contacting potential partners. Screen, evaluate, track and manage potential business deals by analyzing market strategies, financials, and integration with Entergy's operations and goals. Develop negotiation strategies, closes new business deals, and protects Entergy's value by coordinating requirements, developing and negotiating contracts, and maintaining confidentiality.

Key measures of success include : Increasing revenue / load growth annual; Increasing the number of businesses relocating to ENO's jurisdiction; Managing OpCo spending within approved targets for Capital and O&M.

Minimum Requirements

Bachelor's degree in a related field such as accounting, finance, management, marketing, business administration, communications, or economics or equivalent work experience. An MBA is strongly preferred. 10+ years of relevant experience in Customer Service, Utility Operations, Regulatory, and / or Economic Development / Business Development. 5+ years of supervisory experience required or served as a recognized lead role within a team.

Knowledge of rates, regulatory requirements, T&D systems, and commercial and industrial processes. Strong analytical and problem-solving skills. Strong interpersonal and communication skills are essential. Knowledge / Experience in Customer Service and operations. Ability to develop annual business plans, handle heavy workload, multiple tasks, and solve practical problems. Ability to consistently participate in evening and weekend networking / relationship building events. Ability to read, analyze, and interpret complex documents and have a comprehensive understanding of different systems, theories, and practices. Ability to respond effectively to the most sensitive inquiries or complaints and applies broad industry and commercial awareness to drive financial and operational performance across sub-functions. Ability to make effective and persuasive speeches and presentations on business development topics to executive management, public groups, and new or existing customers. Demonstrates expert people and / or process management skills as well as customer (external and internal) relationship skills. Demonstrates detailed expertise in very complex functional / technical area or broad breadth of knowledge in multiple areas; understands the strategic impact of the function across sites. Comfortable in a public-facing role that requires frequent interaction / interviews with media.

Functional Knowledge : Requires a broad and comprehensive understanding of the different systems, theories and practices relevant to own discipline. Business Expertise : Applies understanding of how the team relates to other closely related teams to improve efficiency of own sub-function / business unit. Problem Solving : Has formal management responsibility through subordinate managers; responsible for planning for the entire team's future needs and operations. Impact : Is accountable for the performance of a function, division or region. Interpersonal Skills : Has well-developed communication skills with the ability to negotiate and influence.