Manager, Stakeholder Services

New York ISO•Rensselaer, NY

11d•Hybrid

About The Position

The New York Independent System Operator (NYISO) manages the efficient flow of electricity on more than 11,000 circuit-miles of high-voltage transmission lines, dispatching power from hundreds of generating units across the state. The New York Independent System Operator (NYISO) applies cutting-edge technology to operating a reliable electricity system, managing competitive markets for wholesale electricity, and planning for the Empire State's energy future. The NYISO’s External Affairs department invites applications for a full-time Manager, Stakeholder Services to join our team. The Manager, Stakeholder Services will lead the Stakeholder Services team serving as NYISO's primary point of contact for resolving customer inquiries and providing Market Participant support across several issues of complexity associated with participation in NYISO’s markets. Additionally, this individual will manage a team, comprised of ten (10) Stakeholder Services representatives, to facilitate timely and accurate resolution to customer inquiries and coordinate proactive communications with NYISO Market Participants. The Manager, Stakeholder Services is expected to collaborate across the NYISO value chain, including interaction with the SLT-Senior Leadership Team, to develop and implement customer engagement tools and strategic practices to enhance the customer experience and position the NYISO for success. The Manager, Stakeholder Services, is a dynamic role interacting with every NYISO department acting as the conduit between the NYISO and Market Participants and includes engagement with many external parties to the NYISO. The Manager, Stakeholder Services, is a strategic and technical role to the NYISO responsible for supporting Market Participants in a 24/7/365 capacity resolving real-time urgent market and operational issues after normal business hours, holidays, and weekends.

Requirements

Bachelor’s Degree (BS) in Electrical Engineering or related technical field required
Ten years’ related experience in the utilities industry, energy, or financial markets.
Five years’ experience in a management position; or equivalent combination of education and experience.
Ability to read, analyze and interpret the most complex documents. Ability to respond effectively to the most sensitive inquiries or complaints. Ability to write speeches and articles using original or innovative techniques or style. Ability to make effective and persuasive speeches and presentations on controversial or complex topics to top management, public groups, and/or boards of directors.
Ability to work with mathematical concepts such as probability and statistical inference and fundamentals of algebra, geometry, and trigonometry. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
Intermediate competency in Windows operating environment using MS Office applications, e- mail, and internet programs.
Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Nice To Haves

Master’s Degree (MBA) preferred.

Responsibilities

Manage the customer inquiry/resolution process, where customer issues are logged in NYISO’s CRM-Customer Relationship Management software and are resolved in a timely and efficient manner. This responsibility represents a corporate goal for the NYISO factoring into NYISO’s CSI-Customer Satisfaction Index.
Manage the process and procedures for customer inquiries to be investigated and resolved by Stakeholder Services or, if required, referred for specific input from a NYISO department SME
Manage and facilitate the DAC-Dispute and Claims Committee process. This is a tariff driven process involving a diverse group from across the organization.
Manage the collection, maintenance, and distribution of customer Affiliate forms for each Market Participant. This is a tariff defined process led and facilitated by Stakeholder Services. This critical process ensures compliance with NYISO’s tariffs and transparency with Market Participants.
Business Owner of MIS-Market Information System. Reviews and approves changes in the areas of data input, design, development, and administration of the platform. MIS is the NYISO’s primary platform for Market Participants to submit bids and offers into the NYISO Markets.
Analyze, design, develop, implement, and evaluate processes and procedural improvements related to Market Participant feedback, collected through surveys. Support other NYISO departments in information collection outreach efforts with Market Participants, including facilitation of data collection through surveys, questionnaires, and NYISO systems.
Manage development of standard communication messages, templates, and standards on common topics to ensure consistent messaging across NYISO’s digital footprint.
Establish and oversee protocols to address and resolve frequent technical problems reported by Market Participants, including escalation procedures. Includes organizing conference calls with departments across the NYISO to review issues, discuss options and implement software and process solutions.
In collaboration with External Affairs Management team, support execution of the Market Participant satisfaction survey program. Serve as a customer service advocate across the organization to increase customer-focus and awareness.
Manage and own Stakeholder Services controls related to Internal Audit, SAS 70 Audit, and external audit observations and resolutions, ensuring adequate and appropriate responses to each audit commitment. Includes working in conjunction with Information Technology to validate controls in NYISO’s MIS-Market Information System.
Participate in the bi-annual program, GridX, providing input on the design and implementation of NYISO’s preparedness with NYISO’s grid operations. Includes participation as a key contributor working across the enterprise to communicate program initiatives during the exercise.
Facilitate the process for obtaining CEII-Critical Energy Infrastructure Information. This includes collaborating with NYISO Legal department and SMEs across the organization to ensure compliance with provisions in the NYISO tariffs.
Business Owner for NYISO’s CRM-Customer Relationship Management software. Responsible for strategy and direction for updates to the platform to improve business processes for all NYISO departments interacting with the Stakeholder Services team in the Customer Inquiry Resolution Process.
Business Owner for NYISO’s Email Communications System software. Responsible for strategy and direction for updates to the platform to improve business processes for all NYISO departments interacting with the Stakeholder Services team to communicate market or operational related topics to Market Participants. Collaborate with Information Technology departments to draft and execute communication strategies related to technical changes impacting NYISO’s Market Participants.
Manage team’s on-call 24/7/365 Market Participant communication processes, including coordination with NYISO operations and business owners to support Market Participant communications. This comprises supporting Market Participant 24/7/365 with time sensitive bidding, markets, and operational issues including participation in triage calls to resolve issues.
Create and execute programs to increase customer service awareness and the impact to NYISO’s CSI- Customer Satisfaction Index.
Collaborate with the Manager, Member Relations, and the independent survey administrator for the CSI program.
Educate Stakeholder Services staff and NYISO employees, managers and senior leadership team on the current trends and driving factors to increase satisfaction and performance.
Collaborate with External Affairs management team to identify trends and topics from customer inquiries, including non-customers, which are of a delicate nature that require strategy discussions. Periodically update management team on status and report findings to the Vice President, External Affairs and Corporate Communications.
Represents the NYISO at annual ISO/RTO meeting providing details and presentations on NYISO’s business processes and strategy related to customer service. Continue to foster relationships across ISO/RTO’s specifically with the use of NYISO’s CRM software.