Sr. Change Manager, Energy Customer Support

What You'll Do

• Lead strategic initiatives by anticipating risks, developing contingency plans, and championing ECS priorities in cross-departmental discussions
• Build strong partnerships across teams, educate stakeholders on ECS operations, and identify win-win opportunities for streamlined workflows
• Identify and advocate for automation opportunities, process simplifications, and customer self-service solutions with data-backed problem statements, and conduct deep-dive analyses and root cause investigations to address operational inefficiencies and educate partners on analytical approaches
• Manage complex projects by organizing actionable plans, creating urgency, and ensuring timely delivery of ECS objectives
• Design and test pilot programs to evaluate new processes or solutions, ensuring measurable improvements in efficiency and quality
• Absorb a strong focus on improving the CSAT score, understanding the issues for low scores and putting together a plan for improvement
• Act as a trusted advisor by demonstrating professional maturity and reliability in resolving issues and driving operational excellence

What You'll Bring

• Bachelor’s Degree in Business, Operations, or a related field, or equivalent experience
• Minimum of 5 years of experience in change management, process improvement, or operations within a call center environment
• Proven expertise in Six Sigma methodologies and process improvement frameworks
• Extensive experience in call center operations or customer support environments
• Strong analytical skills with the ability to conduct root cause analysis and leverage data for decision-making and excellent project management skills with a track record of delivering results under tight timelines
• Proficiency in identifying automation opportunities and driving operational efficiency

Benefits

• Competitive pay
• Medical plans with $0 payroll deduction
• Fertility, adoption, and surrogacy benefits
• Dental and vision plans with $0 paycheck contribution
• HSA Contribution for High-Deductible medical plan with HSA
• Flexible Spending Accounts (FSA)
• 401(k) with employer match, Employee Stock Purchase Plans, and other financial benefits
• Company-paid basic life, AD&D, short-term and long-term disability insurance
• Employee Assistance Program
• Sick and Vacation time
• Paid holidays
• Back-up childcare and parenting support resources
• Voluntary benefits including critical illness, hospital indemnity, accident insurance, theft & legal services, and pet insurance
• Weight Loss and Tobacco Cessation Programs
• Tesla Babies program
• Commuter benefits
• Employee discounts and perks program