Head of Operations_MKOP1O

Engie • Houston, TX

5d • Hybrid

About The Position

As our Head of Operations, you will play a critical role in driving our vision and enhancing the overall customer experience. Operations is a key contributor to our success, and continued advancements within this team will provide a strong competitive advantage. You will oversee multiple functions, including Revenue Assurance & Compliance, Collections, Customer & Broker Support, and Customer Lifecycle Management, ensuring their success and alignment with the company’s broader goal of leading the sustainable energy business. In addition, you will play a pivotal role in the successful launch and transformation associated with our ongoing system re-platforming initiative. This position is based in Houston, TX, and reports to the Chief Operating Officer.

Requirements

• Bachelor’s degree in business or related field of study or in lieu of a degree a minimum 15 years of business experience
• 10+ years of leadership experience, including extensive experience in the Retail Energy industry
• At least 7 years of experience managing Retail Energy Operations teams
• Proven track record of leading successful transformation programs in complex, mature organizations
• Knowledgeable in key operational functions, including market design, regulatory frameworks, billing operations, customer care, utility interactions, cash applications, and collections
• Experienced in managing third-party SaaS billing and CIS tools and collaborating with Digital teams to support system enhancements and deployments
• Strong cultural leader, with a demonstrated ability to champion team engagement and drive a high-performance environment
• Build and lead high-performing teams, including coaching and mentoring other leaders and evolving organizational structures
• Recruit top talent and plan workforce needs across FTEs, contractors, and consultants
• Communicate effectively with senior executives and influence strategic decision-making across leadership teams
• Manage financial and operational responsibilities, including OPEX budgets and compliance with accounting, finance, legal, and audit requirements
• Drive a strong customer and broker experience (CSAT/NPS) while managing multiple priorities with accuracy and efficiency

Responsibilities

• Lead Operations teams supporting C&I power customers, ensuring high-quality, reliable outcomes while driving platform stability and restoring trust in accuracy and timeliness
• Define and manage KPIs, metrics, and controls in partnership with Operations Directors, balancing cost and performance, and regularly communicate updates to senior leadership
• Oversee financial and strategic planning, including OPEX budget management, forecasting, resource planning, and organizational goal setting
• Partner with Digital, Finance, and IT teams to prioritize initiatives, provide operational expertise, and support system transformation efforts
• Drive team performance and culture by developing talent, clarifying roles and career paths, fostering collaboration, and promoting a customer-centric, high-performance environment

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
• Employer-paid short-term and long-term disability insurance
• ESPP
• Generous paid time off
• Wellness days
• Holidays
• Leave programs
• 401(k) Retirement Savings Plan with a company match
• Supplemental benefits for full time employees that enhance emotional and physical well-being through all stages of life from family forming to caregiver benefits

What This Job Offers

• Job Type: Full-time
• Career Level: Senior