Location
The Woodlands, TX | United States
Job description
Manager, Interactive Voice Response (IVR)
Date: Feb 20, 2024
Location: The Woodlands, Texas, United States
Company: Entergy
Posting End Date:
Work Place Flexibility: Hybrid
Legal Entity: Entergy Services, LLC
This is a hybrid based posi ti on and can be located in Woodlands, TX; New Orleans, LA; or Li tt le Rock, AR.
Job Summary/Purpose
Internally classified as "Mrg, IVR Digital Product Owner," The Manager, Interactive Voice Response will be responsible for developing the vision and strategy of our Interactive Voice Response solution in support of Entergy’s contact center transformation. The successful candidate will have direct oversight for the end-to-end delivery of this platform, optimizing for call containment. This individual will also work very closely with cross-functional teams across Entergy’s operating companies to understand the innovation, or system improvements, needed to reach our transformation. Leveraging data analytics as appropriate to ensure the right opportunities are being identified and addressed. The Senior Manager will be responsible for full regulatory and legal compliance across multiple states and markets and compliance with Sarbanes Oxley and internal business controls as applicable. Analyzes technology trends, adoption and discover opportunities to deliver a premier customer experience. Reviews tracking reports and stays continuously updated on results. Remains current about cross industry practices and competitive trends and develops a plan to incorporate opportunities.
Job Duties/Responsibilities
Responsible for identifying process inefficiencies or performance gaps that inhibit the delivery of the desired experience; identify and collaborate with our suppliers to develop critical process outcomes and improve process performance.
Responsible for recommending metrics for monitoring the process and motivating employees to consistently deliver the desired results within promised timelines and funding.
Review and communicate product changes to OPCO, and functional stakeholders.
Redesign processes to meet future requirements. Lead change management to ensure positive, sustained implementation of new processes.
Responsible for monitoring customer & employee feedback to assure quality and address gaps.
End-to-end process ownership & accountability for delivering intended results. Work with Audit and Compliance to ensure the new capabilities or process improvements, conform with software quality, data security and compliance processes
Hire, retain, develop high performing motivated talent and leaders both onshore and offshore
Manage teams in both direct and matrix structures; manage multi-skilled global contractors and employees
Evaluate and ensure succession planning is in place by developing our internal team
Minimum Requirements
Agile methodology experience highly preferred, including the creation product backlogs and roadmaps
Experience with Nuance, Speech Optimization, Voice Authentication, and Passive Biometrics
Knowledge of digital integration for Key # functions, such as #DATA, #MIN, and #BAL
Manage features for after call survey, hold my place
Ability to create high level cases for digital investment with strong knowledge and background in digital architecture and systems design is highly desired
Skill Based / Analytics-Assisted call routing
Minimum education required of the position
Bachelor’s degree in Business, Engineering, or related field or equivalent work experience.
Background in utility or technical product development (self-serve solutions)
Minimum experience required of the position
Minimum of 10 years of experience in technical product development, call center support, customer operations, and product management
Minimum of 5 years of experience in Agile product enhancement and project management experience
Minimum of 5 years in a leadership role, leading scrum teams formed by employees and contractors
Minimum knowledge, skills and abilities required of the position
Must be able to analyze and interpret customer research and turn it into actionable creation and delivery of product/services/customer experience processes. Must be innovative. Project management a plus. Good communicator. Proficiency in analytical and presentation tools (word, excel, PowerPoint, Jira, Project).
#LI-RM1
#LI-HYBRID
Primary Location: Texas-The Woodlands Texas : The Woodlands || Arkansas : Little Rock || Louisiana : New Orleans
Job Function : Professional
FLSA Status : Professional
Relocation Option: Level I
Union description/code : NON BARGAINING UNIT
Number of Openings : 1
Req ID: 113768
Travel Percentage :Up to 25%
An Equal Opportunity Employer, Minority/Female/Disability/Vets. Please clickhere ( 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 ([email protected]?subject=Accessibility)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.
Entergy Pay Transparency Policy Statement: The Entergy System of Companies (the Company) will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company’s legal duty to furnish information. 41 CFR 60-1.35(c). Equal Opportunity (and Pay Transparency (.
Pay Transparency Notice:
Pay Transparency Nondiscrimination Provision (dol.gov) (
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 [email protected] 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.
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