Senior Manager, Region Distribution Operations

Entergy•Conway, AR

1d•Onsite

About The Position

Oversees all aspects of safely delivering reliable electric service within a defined service Region. Manages employee safety in compliance with all Entergy and OSHA requirements. Requires strong management skills to drive and deliver optimum and reliable service through the distribution system via collaboration between line operations, design & field engineering. The leader is responsible for delivering reliable, safe service to customers within a geographical region, while maintaining effective strategic relationships with the customer service organization, key community leaders, local elected officials, and key business customers, ensuring business objectives. Key areas of success will focus on reliability, financial and budget responsibility, employee engagement and development, improving organizational health, delivering customer-centric solutions, managing regulatory issues, first-time issue resolution, supporting revenue growth through timely and efficient engineering and construction to meet customer expectations, and constructing/operating/maintaining the distribution facilities and infrastructure of today & the future. Strong leadership is required to drive safety focus and maintain Entergy's position as the best in storm/crisis preparation and response by performing the responsibilities of an Incident Commander during significant restoration events. For applicable regions, ensures that provisions of the Memorandum of Agreement (MOA) are administered consistently and impartially.

Requirements

Bachelor's Degree or equivalent work experience.
5-7 years of experience.
Knowledge of processes and key performance indicators for distribution engineering, distribution line operations, and customer service.
Ability to serve as company spokesperson on operational and reliability related issues affecting customers.
Ability to build relationships with key external stakeholders and internal stakeholders within all departments.

Nice To Haves

MBA preferred.
Professional Engineer license preferred.
Six Sigma or other continuous improvement certification/training preferred.

Responsibilities

Be seen as a leader in the Opco Distribution organization through effective coordination and strong collaboration of activities of the OpCo's line operations, design & field engineering and customer service team to ensure service levels and accountability for achieving new customer-centric business model aspirations.
Deliver on reliability commitments as measured by SAIDI, SAIFI and CAIDI.
Leverage new technologies including smart grid capabilities to modernize the grid and its operation.
Improve customer NPS by delivering on customer-centric solutions and efficiently resolving customer & regulatory complaints.
Strengthen safety culture and improve performance as measured by leading and lagging indicators such as close catch good calls (CCGC), total recordable incident rate (TRIR) and serious injury or fatality (SIF) incidents.
Actively work to improve employee engagement as measured by OHI scores, promote DIB’s throughout the entire organization, and focus on employee career development opportunities leveraging Individual Development Plans (IDP).
Stays informed about the electrical industry and technology best practices, bringing new ideas to Entergy.
Achieve Target Zero safety incidents as measured by accident incidence rates.
Drive continuous improvement in reliability as measured by the operating region's SAIFI, SAIDI and CAIDI.
Drive actions at the region level to achieve strategic customer satisfaction goals as measured by CSat Metric and NPS, Commit Dates (% met), & Customer Complaints (# and speed to resolve).
Support revenue growth & customer service through effective, timely engineering and construction of facilities to meet customer needs.
Manage regional spending within approved targets for Capital and O&M.
Support of rate case testimony development and regulatory findings as required.
Leadership as an Incident Commander during significant restoration events.
Fair application of the MOA where necessary.
Support the development and implementation of Customer Experience, Marketing, and Communications initiatives.