Supv, Field Work Mgmt Ops (SC)

Entergy•Little Rock, AR

3d•Onsite

About The Position

This position is a critical driver in improving overall reliability in each jurisdiction. It has responsibility for the implementation of work management programs and for consistent application. The Supervisor of Work Management is responsible for the day-to-day execution of the short-cycle Work Management operating model. This position coaches employees, resolves execution barriers, and escalates risks that affect customer commitments, Meter-to-Cash performance, and field productivity.

Requirements

Bachelor's degree in Business, Engineering, Management, or related field preferred; equivalent utility operations, field operations, scheduling, dispatching, customer operations, construction, or Work Management experience may be considered.
Minimum 8 years of progressively responsible utility operations, Work Management, field operations, scheduling, dispatching, meter services, customer operations, or related operational experience.
Strong understanding of short-cycle Work Management principles, including scheduling, dispatching, territory planning, backlog management, commitment performance, work order lifecycle, execution tracking, and closeout discipline.
Ability to supervise, coach, train, hold accountable, and develop employees in a standardized operating environment.
Ability to use dashboards, reports, field input, and operating reviews to identify issues, explain root causes, and implement practical corrective actions.
Strong working knowledge of short-cycle utility work, including customer-driven work, revenue work, meter/service work, credit/non-pay work, failed reads, billing exceptions, reconnects, disconnects, emergency work, and other same-day or near-term field work.
Working knowledge of Meter-to-Cash processes and dependencies, including AMI/HES/MDMS impacts, meter data quality, exception management, disconnect/reconnect processes, credit/non-pay work, billing timing, and customer commitment impacts.
Ability to influence field leaders, employees, and functional partners to resolve short-cycle readiness gaps, protect committed work, follow governance, and improve execution outcomes.
Knowledge of standard short-cycle work governance, including schedule lock, break-in approval, territory planning, backlog review, dispatch protocols, escalation routines, field status expectations, and performance review cadence.
Strong communication skills with the ability to explain operational issues, execution risks, performance gaps, and financial/customer impacts clearly to employees, partners, and management.
Proficiency with Work Management, scheduling, mobile workforce, reporting, and Microsoft Office tools; ability to learn and enforce standard use of enterprise systems.

Responsibilities

Supervise short-cycle Work Management personnel, including Schedulers and operational support roles; provide day-to-day direction, coaching, training, performance feedback, and accountability for standard work execution.
Execute short-cycle Work Management routines, including scheduling, dispatching, territory planning, commitment management, backlog review, break-in work governance, exception management, execution tracking, and work order closeout.
Monitor short-cycle schedule attainment, dispatch effectiveness, commitment performance, backlog health, aging work, priority compliance, work order throughput, field status quality, and closeout accuracy; identify performance gaps and take corrective action within the team.
Provide first-line oversight of short-cycle scheduling, white space management, resource utilization, field status updates, commitment protection, urgent work coordination, and escalation of priority conflicts.
Support Meter-to-Cash outcomes by ensuring connects, disconnects, reconnects, credit/non-pay work, failed reads, billing exceptions, meter-related work orders, and closeout activities are prioritized, tracked, completed, and closed accurately.
Coordinate with Entergy stakeholders to resolve short-cycle readiness gaps, schedule conflicts and execution barriers.
Drive adoption of Work Management technologies, mobile workforce tools, dashboards, reporting, data quality expectations, and standard short-cycle system usage; ensure employees understand and follow required system processes.
Provide status reports and scorecards to support accountability of goals set within Power Delivery: contractor governance, overtime governance, schedule adherence, manhour productivity, workorder throughput and commitments met, etc.
Serve as escalation point for issues on the team with scheduling and dispatching.
Serve as a member of the Incident Response Team during storm events.