Senior Director Customer Care Operations

NextEra Energy•Houston, TX

2d•Onsite

About The Position

The Senior Director, Customer Care provides strategic and operational leadership for Nextera Energy’s deregulated power and gas retail energy business in addition to its solar business. The role will lead a large customer care organization, including in-house and outsourced contact center operations supporting customer experience, retention, and back-office functions. The Senior Director is responsible for building a scalable, high-performing organization and leadership team that supports continued growth while delivering exceptional customer service. This leader will be responsible for leading the call center and related functions through a transformational change utilizing AI and other means to improve performance and NPS. By balancing near-term execution with long-term strategy, the Senior Director drives operational excellence, innovation, and continuous improvement while maintaining a relentless focus on customer outcomes.

Requirements

Strong strategic, analytical, and financial acumen with an understanding of key drivers impacting customer experience and P&L performance.
Proven ability to lead large-scale customer operations and translate strategy into measurable business results.
Demonstrated success building, developing, and retaining high-performing leadership teams.
Exceptional leadership, communication, and stakeholder management skills with the ability to influence across all levels of the organization.
Track record of leading organizational change and driving continuous improvement initiatives.
Deep expertise in contact center operations, workforce management, customer experience, quality assurance, and performance management.
Experience implementing customer experience standards and brand governance across multi-channel service environments.
Strong knowledge of contact center technologies, including workforce management platforms, IVR systems, analytics tools, and emerging AI solutions.
Expertise with key contact center performance metrics, including AHT, FCR, ASA, CSAT, NPS, abandonment rate, and cost-to-serve.
7+ years of experience leading outsourced contact center operations, BPO governance, or vendor performance management.
Proven ability to negotiate, manage, and optimize vendor relationships, contracts, performance, and financial outcomes.
Strong understanding of workforce planning, vendor financial models, pricing structures, and operational cost drivers.
Bachelor’s degree required
10+ years of progressive leadership experience in customer care, contact center operations, or customer experience management, including significant senior leadership responsibility.
Ability to travel domestically and internationally as needed.
Bachelor's Degree
Experience: 10+ years
Six Sigma Green Belt Certified
Supervisor/Management Experience

Nice To Haves

advanced degree preferred
Master's Degree
Project Management Professional (PMP)

Responsibilities

Lead a multi-layered Customer Care organization, including internal teams, outsourced partners, frontline operations, supervisors, and support functions.
Oversee customer-facing and back-office servicing operations, ensuring seamless, high-quality experiences across all channels.
Drive modernization of customer care capabilities, including AI-enabled solutions, process automation, analytics, and technology enhancements that improve efficiency and customer experience.
Continue to standardize processes, bring together and optimize the solar business and the retail energy business
Establish and execute a strategic roadmap for customer care performance, leveraging service level agreements (SLAs), key performance indicators (KPIs), and customer insights to drive continuous improvement.
Develop workforce, geographic, and vendor strategies that optimize customer outcomes, operational efficiency, and financial performance.
Lead vendor selection, governance, and performance management, ensuring strong service delivery, compliance, risk management, and cost effectiveness.
Ensure excellence across all customer contact channels, including voice, chat, email, social media, and emerging digital platforms.
Build and develop a strong leadership bench through succession planning, leadership development, coaching, and talent management.
Foster a culture of accountability, ownership, engagement, and continuous improvement at all levels of the organization.
Define and operationalize Nextera’s customer experience standards and brand voice, ensuring consistent execution across all customer touchpoints.
Partner with Marketing, Product, Customer Experience, Billing, Collections, and other key stakeholders to align customer experience delivery with business strategy and brand objectives.
Establish governance, quality assurance programs, and performance frameworks to measure and continuously improve customer satisfaction and brand perception.
Leverage customer insights and operational analytics to identify opportunities that improve retention, service outcomes, and overall business performance.
Lead customer satisfaction programs, including NPS, CSAT, and other voice-of-customer initiatives.
Develop and execute strategic plans, budgets, and transformational initiatives that support organizational objectives.
Ensure compliance with all regulatory, legal, and operational requirements governing customer support activities.
Partner with internal teams to support audits, examinations, remediation efforts, and documentation standards.
Maintain strong controls related to customer communications, complaint management, data privacy, and record retention.
Ensures all existing residential and small business customers are well served through the appropriate segment
Provides leadership to functional managers to ensure customer's needs are served within a specified time period
Directs an overall effort in serving customers on an individual basis as well as a whole
Encompasses understanding of the customer's needs
Explores new opportunities in the marketplace
Performs other job-related duties as assigned