Job Title: Director of Digital Operations

Work Place Flexibility: Onsite 

Legal Entity: Entergy Services, LLC 

Job Summary/Purpose

The Director of Digital Operations is responsible for the development of a digital roadmap that will enhance the customer experience for Entergy customers. This position will design the digital strategy to grow the customers desires for self-service through an exceptional experience at their channel of choice.  Develop a focus on creating new value through the use of digital tools, platforms, technologies, services, and processes.  The development of the channels that reduce customer friction and allow customers a seamless transaction. This role will utilize dynamic learning tools to continuously improve each self-service channel. This role will standardize the data and platforms to ensure a consistent experience across the channels. This role will partner closely with the Call Center Operations director to deliver an omni-channel experience to customers and to prioritize the voice of the customer feedback.  An Agile approach will be embraced to stay ahead of customer expectations.  This role will optimize the existing technology and ensure customers have an accurate and timely experience.  This role will evaluate new technology, as appropriate, ensuring underlying processes are streamlined to deliver an enhanced experience.  All self-service channels will be optimized to the desired needs of customers. Strong partnership with IT to embrace an agile development and deployment of continuous enhancements. Strong partnership to evolve the channels beyond the basic services to ecommerce as trust is gained with customers. Understand that each channel is a reflection of Entergy and can impact reputation and thus must be monitored constantly for customer concerns and feedback and timely resolution.  This key role will partner with the Vice President of Contact Center Operations to drive enhanced customer experience while delivering an overall lower cost to serve model.

Job Duties/Responsibilities

Building Digital Roadmap

• Drive digital innovation through research and benchmarking.
• Serve as a cross-functional change agent across the organization.
• Champion the use of digital technology and drive a digital mindset to leadership and the organization.
• Understand omni-channel to optimize across all channels.

Data Analytics

• Promotes data-driven decision making and customer focus analytics
• Provide data-driven insights that inform the business strategy and metric outcomes
• Builds the appropriate business intelligent tools and data warehouses across the business
• Communicate and distill complex data sets into clear, compelling and actionable take-aways
• Utilizing LEAN operating principles to develop single source of truth for all customer channel data and operational data
• Develop LEAN visual management tools and cascade them through the organization
• Develop robust data analytics capability to understand customer inputs and metric outcomes
• Automate and enhance reporting capability across the Contact Center
• Provide accurate and timely reporting on key metrics at all levels or the organization to enable solid decision making 

Optimize Technology

• Work with cross functional partners to map and transition traditional processes to digital to eliminate customer frustrations
• Partner with IT to deliver continuous improvement in an agile environment
• Develop tools to deliver an omni-channel experience for customers
• Be curious of any new and developing technology inside and outside our industry
• Ensure improvements align with strategic direction for customer experience

Drive Increased use of Self-service

• Utilize customer feedback to develop improvements across channels
• Deliver new tools to enhance customer experience on key transactions
• Reduce overall cost to serve by increasing self-serve/channel of choice for customers
• Further develop our brand through the partnership with Communications
• Partner with Marketing to enhance our online presence of self-service

Minimum Requirements   

Minimum education required of the position:

• Master's degree from an accredited institution or equivalent experience. (Equivalent experience is defined as demonstrated success at the Director or VP level.) 

Minimum experience required of the position

• Direct experience designing and launching digital platforms at the executive (e.g. Director, VP) level.  
• Proven track record of leading successful digital transformations.
• Strong personal relationships with business leaders throughout the Utility. Demonstrated use of Agile approaches.

Minimum knowledge, skills and abilities required of the position

• Strong project management, collaboration, leadership, and analytical skills.
• Excellent technical skills with experience in digital technology platforms
• Demonstrated innovative and disruptive mindset, constantly looking to improve
• Demonstrated deep understanding of agile approaches
• Strong understanding of digital communications
• Demonstrated understanding of digital marketing trends inside and outside of the utility industry
• Demonstrated strong work ethic and exceptional levels of accountability, self-drive, and business judgment
• Excellent oral and written communications skills and ability to interact with all levels of the organization
• Ability to influence at all levels of the organization.   

Any certificates, licenses, etc. required for the position

• None​​​​​​​

Primary Location: Texas-The Woodlands Arkansas : Little Rock || Louisiana : New Orleans || Texas : The Woodlands 
Job Function: Professional
FLSA Status: Professional 
Relocation Option: Level I
Union description/code: NON BARGAINING UNIT 
Number of Openings: 1
Req ID: 118784
Travel Percentage:25% to 50%

An Equal Opportunity Employer, Minority/Female/Disability/Vets. Please click here to view the EEI page, or see statements below.

EEO Statement: The Entergy System of Companies provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a protected veteran in accordance with applicable federal, state and local laws. The Entergy System of Companies complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment including, but not limited to, recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. 

The Entergy System of Companies expressly prohibits any form of unlawful employee harassment based on race, color, religion, sex, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of the Entergy System of Company employees to perform their expected job duties is absolutely not tolerated.

Accessibility: Entergy provides reasonable accommodations for online applicants. Requests for a reasonable accommodation may be made orally or in writing by an applicant, employee, or third party on his or her behalf. If you are an individual with a disability and you are in need of an accommodation for the recruiting process please click here and provide your name, contact number, the accommodation requested and the requisition number that you are requesting the accommodation for. Employee Services will contact you regarding your request.

Additional Responsibilities: As a provider of essential services, Entergy expects its employees to be available to work additional hours, to work in alternate locations, and/or to perform additional duties in connection with storms, outages, emergencies, or other situations as deemed necessary by the company. Exempt employees may not be paid overtime associated with such duties.

Equal Opportunity

The non-confidential portions of the affirmative action program for individuals with disabilities and protected veterans shall be available for inspection upon request by any employee or applicant for employment.  Please contact HRCompliance@entergy.com to schedule a time to review the affirmative action plan during regular office hours.

WORKING CONDITIONS:
As a provider of essential services, Entergy expects its employees to be available to work additional hours, to work in alternate locations, and/or to perform additional duties in connection with storms, outages, emergencies, or other situations as deemed necessary by the company. Exempt employees may not be paid overtime associated with such duties.

Please note: Authorization to work in the United States is a precondition to employment in this position. Entergy will not sponsor candidates for work visas for this position.