Principal Analyst, Priority Customer Care (IM)

If you have what it takes to become part of the Vistra family and would like to start a promising career with a global leader, take a look at the exciting employment opportunities that are currently available and apply online. Job Summary The Incident Management Analyst (non-IT) is responsible for minimizing customer and financial impacts resulting from isolated system or process issues by identifying root causes, coordinating resolutions, and implementing solutions to prevent recurrence. The Principal Analyst takes ownership of assigned incidents and collaborates with stakeholders to define and facilitate events leading to effective resolution paths for incidents. Responsibilities include analyzing and enhancing business processes, communicating with stakeholders, analyzing large data sets to identify issues, developing and implementing appropriate reporting, managing and integrating processes related to issue resolution, and consistently delivering superior customer service. Job Description Key Accountabilities u2022 Take ownership of assigned incidents by independently leading and collaborating with stakeholders, driving incident resolution and communicating assigned incident statuses during weekly meetings. u2022 Analyze large volumes of customer data, provide actionable insights, utilize findings to close gaps and conduct customer remediation actions. u2022 Lead cross-functional work teams within Vistra Retail (All Brands) as well as external business partners and regulatory work groups, with a focus on significantly improving work processes. u2022 Investigate incidents using Root Cause Analysis; plan, execute, monitor, control, and close all incidents in a timely manner, engaging key stakeholders throughout the process. Identify and implement preventative measures to prevent recurrence of similar incident activity. u2022 Utilize strong negotiation, collaboration, and conflict resolution skills; resolve complex problems aligned with organizational objectives, policies, and goals. u2022 Collaborate with internal and external teams to provide data expertise, offer original perspectives, and challenge conventional thinking to ensure business decisions and perceptions remain aligned with evolving organizational needs. Education, Experience, & Skill Requirements u2022 5+ years experience in an exempt role in project management, customer service, and/or customer operations u2022 3+ years experience facilitating/leading complex projects with short deadlines, utilization of project management skills u2022 5+ years experience analyzing large-scale customer information systems, data and/or processes u2022 Advanced skill in using computer software applications such as MS Office; SQL and Tableau skills are a plus u2022 Strong verbal and written communication skills u2022 Advanced analytical skills, including root cause analysis u2022 Ability to work independently with limited supervision u2022 Excellent Project Management skills, Project Management Certification is a plus u2022 High School Diploma or equivalent u2022 Bilingual (Spanish) skills is a plus Key Metrics u2022 Customer Experience u2022 Achievement of customers impacted by Incident target u2022 Achievement of Incident Management service level goal u2022 Timely completion of Incident Preventative Measures u2022 EBITDA u2022 Contributory responsibility for achievement of EBITDA goal through reduced Incident financial impact u2022 Customer Complaint Goals u2022 Contributory responsibility for achievement of customer complaint goals Job Family Customer Service Company Vistra Retail Operations Company Locations Irving, Texas Texas _We are a company of people committed to: Exceeding Customer Expectations, Great People, Teamwork, Competitive Spirit and Effective Communication. If this describes you, then apply today_ _If you currently work for Vistra or its subsidiaries, please apply via the internal career site._ It is the policy of the Company to comply with all employment laws and to afford equal employment opportunity to individuals in all aspects of employment, including in selection for job opportunities, without regard to race, color, religion, sex, sexual orientation, gender identity, pregnancy, national origin, age, disability, genetic information, military service, protected veteran status, or any other consideration protected by federal, state or local laws. If you are an individual with a disability and need assistance submitting an application or would like to request an accommodation, please email us at to make a request. Vistra (NYSE: VST) is a leading Fortune 500 integrated retail electricity and power generation company based in Irving, Texas, that provides essential power resources to customers, businesses, and communities from California to Maine. Vistra is the largest competitive power generator in the U.S., with a capacity of approximately 41,000 megawatts, or enough to power 20 million homes, operating in all of the major competitive wholesale markets in the country. Vistra is a leader in the energy transformation and expansion with an unyielding focus on reliability, affordability, and sustainability, powered by a diverse portfolio that includes natural gas, nuclear, coal, solar, and battery energy storage facilities. The company continues to grow its zero-carbon resources, operating the second-largest fleet of competitive nuclear power plants in the country, substantial battery energy storage capacity, and a growing number of solar facilities. Vistra is one of the largest competitive electricity providers in the country and takes an innovative, customer-centric approach to retail, offering solutions to meet customersu2019 needs, including more than 50 renewable energy plans. Through its family of retail brands, Vistra serves approximately 5 million residential, commercial, and industrial retail customers. As a leader in the responsible transformation of the countryu2019s energy supply, Vistra has made significant progress towards its 2030 and 2050 targets. The company has committed to a 60% reduction of Scope 1 and 2 greenhouse gas emissions by 2030, as compared to our 2010 baseline, and net-zero carbon emissions by 2050, assuming necessary technological advancements and public policy incentives are achieved. Learn more about our environmental, social, and governance efforts and read the companyu2019s sustainability report at . Vistrau2019s hardworking team is committed to its purpose, u201clighting up lives, powering a better way forwardu201d and is guided by four core principles: we do business the right way, we work as a team, we compete to win, and we care about our stakeholders, including our customers, our communities where we work and live, our employees, and our investors. Learn more about how Vistra is powering a better way forward at (. Come join us and be part of something special Click here to learn more about Vistra. _It is the policy of the Company to comply with all employment laws and to afford equal employment opportunity to individuals in all aspects of employment, including in selection for job opportunities, without regard to race, color, religion, sex, sexual orientation, gender identity, pregnancy, national origin, age, disability, genetic information, military service, protected veteran status, or any other consideration protected by federal, state or local laws._ If you are an individual with a disability and need assistance submitting an application or would like to request an accommodation, please email us at to make a request.

Created: 2025-12-05