General Manager Retail Services

Nebraska Public Power District • Kearney, NE

19d

About The Position

This position will report to the Vice President of Customer Services & External Affairs & Chief Customer Officer.Position SummaryThis position is accountable for the overall strategic direction, safety leadership, and performance of NPPD’s Retail business unit: i.e. strong fiscal performance/low cost, high reliability, technical expertise, and cost-effective solutions that demonstrate excellent customer service. Incumbent provides direction and collaborates with Customer Service, Billing and various departments in Operations (i.e. Distribution/Substations Operations, Engineering, Asset Management) on issues pertaining to making NPPD’ s Retail Business competitive and successful.  This position reports directly to the Vice President of Customer Services and External Affairs, with a matrix reporting to the CEO. Incumbent is responsible for and must have high skill in building and maintaining customer and stakeholder relationships, Retail business/workforce processes, Retail financial strength, Retail sustainability and growth, and technical innovation in the utility spectrum. This position is responsible for providing oversight and ensuring the successful implementation of all the District's Professional Retail Operations (Pro) Agreements and Operations & Maintenance (O&M) Agreements with communities and municipalities.  This position must also oversee service agreements with Retail end-use customers as well as municipalities. This position is the Executive member and sponsor of the Retail Management Team.  The incumbent works closely with the Energy Delivery team to maintain reliability of the Distribution/Sub-T systems, the Finance team to achieve rates consistent with the Board Strategic Directive – Cost Competitiveness, and Enterprise Technology to ensure reliable, cost effective, and innovative technologies supporting the retail business unit. The General Manager of Retail is responsible for representing matters of the Retail Business Unit to the Executive Planning Council, the Vice President of Customer Service & Chief Customer Officer and the Board of Directors.

Requirements

• Bachelor’s Degree in Engineering, Finance, Economics, Business, or a technically-related field plus 10 years' experience as related below is required.
• Professional level customer service, account management, electrical utility operations and contract administration experience is required.
• Five (5) years of demonstrated managerial/supervisory experience is required with demonstrated advancement in complexity of leadership roles.
• Demonstrated leadership, directing, planning, and scheduling team members with proven results is required.
• Master’s Degree is required in a business-related field within 4 years of acceptance into the position.

Nice To Haves

• A Master's Degree in Business Administration or equivalent is highly desired and preferred.
• Leadership development training is desired.
• Knowledge of certified Key Account Executive techniques is preferred.
• Certified Key Account Executive (CKAE) certificate is preferred.
• Incumbent is strongly encouraged to pursue a CKAE certification if he/she does not already hold a CKAE certification.

Responsibilities

• Plan, organize, direct, assess, and coordinate the Retail business unit to provide low cost, high reliability, technical expertise, and excellent customer service.
• Provide a strong safety culture and promote all accidents are preventable.
• Ensure that processes are continuously improved to make the Retail business unit more efficient, provide a comparable retail rate, and high retail customer satisfaction.
• Promote innovation and transformation of the retail business unit.
• Assist in the development and approve budgets for T&D operations and Customer Service departments that are in the Retail business unit.
• Provide direction on the development, implementation, and maintenance of processes, procedures, and technology strategies that affect NPPD’s Retail business unit and external customers.
• Using the same principles as stated in NPPD's Key Account Management Procedure, develop, improve, and implement customer and stakeholder relationships.
• Ensure the trust of the Wholesale Customer as it pertains to NPPD and NPPD's Retail business unit.
• Work effectively with Transmission & Distribution (Delivery), Customer Service, and Enterprise Technology departments regarding capital improvements and operation and maintenance(O&M).
• Work with Delivery operations to maintain distributions KPI's.
• In collaboration with the Retail Management Team, develop a workforce model for the Retail business unit that will provide FTE evaluation, recommendations, and posting process.
• Provide direction, development, and supervision to the Assistant General Manager of Retail and Manager of Retail Technology, Billing and Customer Care.
• Accountable for other duties as assigned.

Benefits

• Nebraska Public Power District offers a competitive starting salary and an excellent benefits package including medical and dental insurance, 401K retirement plan, paid holidays, paid vacation, paid medical, training opportunities and more.

What This Job Offers

• Job Type: Full-time
• Career Level: Executive
• Number of Employees: 1,001-5,000 employees