Digital Communications Manager

As an NRG employee, we encourage you to take charge of your career and development journey. We invite you to explore exciting opportunities across our businesses. Youu2019ll find that our dynamic work environment provides variety and challenge. Your growth is key to our ongoing successu2014take the lead in shaping your career development, goals and future Job Summary: The Digital Communications Manager within the Program Support Team delivers value to internal and external customers by providing operational expertise and support to implement new products and services, optimize existing processes, and resolve customer issues. The team partners closely with Marketing to drive successful product launches, while ensuring operational efficiency and customer satisfaction. Additionally, the team fosters strategic partnerships with IT, Legal, Regulatory, Customer Care, Mass Operations, and external vendors to achieve business objectives across Residential, Small Business, Builder/Multi-Family, and Home Solar markets. In this role, the Digital Communications Manager is accountable for email production and execution, HTML coding and troubleshooting, automation setup, and performing daily quality assurance reviews and deployments of e-communications. This individual will liaise with internal stakeholders and external clients to understand the requirements for each communication; participate in creative discussions; and execute e-communications with a high degree of accuracy. This role requires knowledge of email applications and the ability to work effectively in a fast-paced team environment. In this role, the Digital Communications Manager must possess the skills and expertise to address and resolve issues across multiple cross-functional groups effectively. This role also works closely with third-party vendors to deliver pertinent communications to our customers each day. The Digital Communications Manager oversees and optimizes critical business operations, driving efficiency, quality, and customer satisfaction for commodity and non-commodity communications. This role involves leading and developing high-performing teams, implementing strategic initiatives, fostering cross-functional collaboration, and ensuring compliance with organizational goals. Successful candidates will possess strong leadership, analytical, and problem-solving skills, with a proven ability to achieve operational excellence and drive business growth. Essential Duties/Responsibilities: Team Management: u00b7 Conducts performance evaluations and provides feedback. u00b7 Develop and implement a departmental goal-setting framework. u00b7 Develops and mentors email analysts for career growth. u00b7 Develops and implements a departmental goal-setting framework to align with organizational objectives. u00b7 Embodies and reinforces the company's values and culture through actions and behaviors. u00b7 Identifies and addresses training needs. u00b7 Leads and manages organizational change. u00b7 Oversees and coordinates complex, nationwide (Texas, Canada, East) team operations. u00b7 Oversees content development, automation set up, testing, and implementation. u00b7 Reviews, screens interview and hires prospective employees. u00b7 Implements new product strategies and roadmaps. u00b7 Tracks team productivity and manage special projects. u00b7 Collaborates with stakeholders to understand business needs and translate them into actionable product requirements. u00b7 Provides the necessary resources, including budget, personnel, and tools, to the product owner. u00b7 Tracks the progress of product development and ensures that milestones and deadlines are met. u00b7 Addresses any conflicts or issues that arise within the team or with stakeholders. u00b7 Conducts recurring 1:1s with team members to check statuses, provide support and coaching opportunities. Process Improvement: u00b7 Aligns process enhancements with overall business objectives. u00b7 Analyzes end-to-end processes to identify bottlenecks and opportunities for efficiency improvements. u00b7 Collaborates with IT and cross functional teams to prioritize and implement system improvements. u00b7 Designs and implements innovative process solutions. u00b7 Leads cross-functional teams in successfully executing small to medium-sized projects from inception to completion. u00b7 Provides administrative support to team members. u00b7 Responsible for decisions on the feasibility of proposed marketing initiatives and projects. Quality Control: u00b7 Conducts and approves internal control reviews ensuring compliance and enhancing efficiency and accuracy. u00b7 Develops and implements key performance indicators (KPIs) to measure process health and effectiveness. u00b7 Establishes and maintains quality standards for the team. u00b7 Implements robust quality control systems such as reconciliation and audits to ensure process adherence. Data Management: u00b7 Creates and distributes actionable reports to inform decision-making. u00b7 Manages, and maintains accurate budgets and forecasts. u00b7 Develops robust data management processes for accurate reporting. u00b7 Leverages data analytics to identify performance trends and improvement opportunities. Customer Service and Vendor Management: u00b7 Analyzes customer data to identify trends and implement improvements. u00b7 Anticipates customer needs and enhances the customer experience. u00b7 Builds and maintains strong relationships with internal and external stakeholders. u00b7 Collaborates with cross-functional teams to deliver solutions and meet business requirements. u00b7 Develops and executes customer service strategies aligned with business objectives. u00b7 Manages and maintains vendor relationships. u00b7 Resolves escalated customer issues efficiently. u00b7 Sets and achieve customer satisfaction goals. Minimum Requirements: u00b7 An undergraduate degree from an accredited four-year college or university is required, with a focus on operations, computer science, or engineering. u00b7 7-10+ years of professional experience in an Operations/IT/Project Management/Consulting role. u00b7 1-3+ years of people management experience u00b7 4-7 years in email development experience u00b7 Proven track record of managing successful email campaigns. u00b7 Familiarity with HTML/CSS for email u00b7 Experience with Salesforce Marketing Cloud and email render tools (Litmus, Email on Acid) u00b7 Desire for use of AI technologies Preferred Qualifications: u00b7 Experience leading cross-functional team projects from requirements to implementation. u00b7 1-3+ years of people management experience. u00b7 1-3+ vendor management experience. u00b7 4-6 years of professional experience in the energy retail market. Additional Knowledge, Skills, and Abilities: u00b7 Acts as subject matter expert for areas of responsibility. u00b7 Communicates timely performance and errors to management, including volume, trends, and root causes. u00b7 Excellent communication skills, both written and verbal. u00b7 Identifies and facilitate resolutions, projects, and project-related issues. u00b7 Maintains business continuity plans. u00b7 Monitors and review all Regulatory and compliance changes or updates for operational impact. u00b7 Oversees and approves the user acceptance testing (UAT) process to ensure successful system implementation. u00b7 Oversees process documentation development and maintenance. u00b7 Proficient in Microsoft Office products (Teams Word, Excel, Visio, PowerPoint, Power BI) and MS Project. u00b7 Proficient in Power Bi. u00b7 Provide regular updates on areas of responsibility and assigned tasks. u00b7 Proven ability to lead and motivate hybrid or remote teams. u00b7 Submit a weekly progress report detailing team accomplishments and milestones. u00b7 Embraces NRG values, live them, breathe them and encourage them as well as 1NRG. Working Conditions: u00b7 Hybrid working environment. u00b7 Monday u2013 Friday with standard office hours. u00b7 Some overtime is required as special projects arise. u00b7 Minimal travel when necessary. Physical Requirements: u00b7 Lifting, bending, sitting, reaching, and standing manual dexterity may be necessary. u00b7 Position requires employee to work using a laptop/computer screen. NRG Energy is committed to a drug and alcohol-free workplace. To the extent permitted by law and any applicable collective bargaining agreement, employees are subject to periodic random drug testing, and post-accident and reasonable suspicion drug and alcohol testing. EOE AA M/F/Protected Veteran Status/Disability. Level, Title and/or Salary may be adjusted based on the applicant's experience or skills. EEO is the Law Poster (The poster can be found at Official description on file with Talent.

Created: 2025-12-18