Operations Manager

Welcome to the future of energyWe are both an electricity retailer and a tech platform and we think there is no better way to address our greatest challenge, climate change, than with the combination of those two.Through our proprietary tech platform, Kraken, we are changing the way people interact with their energy company - by making it approachable, low cost, easy-to-understand, and most importantly, 100% renewable.  We’ve distinguished ourselves by being named 2020’s Energy Provider of the Year, which highlights our commitment to exceptional customer service. In many markets we are a leading employer on Glassdoor for best places to work.Are you passionate about making a positive impact on the planet and delivering exceptional customer experiences?Octopus Energy has an exciting opportunity for an enthusiastic and dedicated people leader to join our incredible team in Houston as the Operations Manager. At Octopus we use technology to bring cheaper and greener power to Texas. Our mission is to build a more sustainable energy system for the future. We move quickly Flexibility is the name of the game. We won’t lie, this is not easy. The energy industry is constantly changing and we need to respond fast. We are frequently testing new products, changing our processes and thinking of different ways of engaging with our customers. We’re looking for someone highly resilient who is excited to lead the Operations team in a changing environment.We’re obsessed with outrageously good customer service We need to bring customers along the journey with us. Innovation can be scary and they need to know that they are with a REP they can trust. We talk to our customers like our grandparents (no offence intended - we really love them), with patience, kindness and warmth. We could tell you so many stories of the relationships customers have built with us. Would you believe they send us poems, artwork, handwritten letters, photos of their family, babies and pets? It’s unbelievable and we love it. Your mission? As an Operations Manager, you are the role model of the Octopus values and set the standard for outrageously good customer service. Bring your passion for people development and the planet to lead the Operations team in Texas. There’s a lot (and we mean a lot) to learn in this role, and a lot of work to do. Learning in a fast-paced, dynamic environment isn’t for the faint-hearted. Every day you will come across problems you’ve not seen before, and you’ll be tasked with bringing about creative and practical solutions. We’ll help you build your knowledge and be committed to your development. If you’ve got the attitude to thrive here and want to make a difference - we’ll go that extra mile for you.

What will you do?

Success at Octopus Energy means Happy customers, a Happy Team and a Highly Productive team. You will constantly be thinking about refining areas and running initiatives to improve on them. Set the standard for outrageously good customer service. In Operations, we’re lucky enough to talk to customers every day. You’ll need to be willing to go to the ends of the earth to keep our customers impressed and excited. You’ll take ownership of their needs and find a way, no matter what, to figure things out with them. You set the example by engaging with customers directly either on the phone or via email. You will be expected to handle escalated customer issues to ensure that we do the right thing by the customer and turn an upset customer into an advocate. Enable the Operations team to deliver the high standard of service that we expect. Shout about exceptional service when you see it and hold team members accountable when you don’t. You will be performance managing in the Octopus Energy way.  Creating a great place to work. You’re responsible for looking after every aspect of your teams' welfare at work, motivation, personal development and engagement. Identifying talent within the Operations team, developing and mentoring them. Executing the development framework we have developed at Octopus Energy. Supporting the Team Leader with effective resource planning by looking at the year, month, week and day ahead.We don’t differentiate between front-office and back-office at Octopus Energy. Our Operations team are responsible for end-to-end service which includes Credit and Collections. As the leader of this team, you are responsible for ensuring a healthy and happy customer base. You are responsible for accurate and timely billing as well as debt performance. You will build relationships with external Industry bodies representing Octopus Energy at Industry events such as PUC and TDSP engagements.  Ensuring that you have visibility of all the work associated with the customer base to spot current or potential issues. You will report on the performance of the operations team to the wider Octopus Energy business in Texas. You will produce weekly reports for the Senior Leadership team. Working on any projects related to business issues or improvements that you (or colleagues) have identified. These will be in addition to your usual work but are usually time-boxed with a fixed outcome. 

Who will you be?

Passionate about leading, motivating and developing people -You will be able to inspire and effectively lead people. You will coach and provide honest feedback to drive continuous improvement in your team. You will be an amazing communicator to your team, your peers and the Senior Leadership Team. Excited about helping customers -You will have a relentless focus on doing what is best, and what is right for our customers and setting an example for your team Committed to sustainability-As a renewable energy supplier, those who are a part of our team are also deeply committed to the fight against climate change and making a positive impact on the future.Open-minded, positive and flexible-This is a constantly changing industry and market so expect the unexpected. You will be resilient and have a positive outlook. You will be excited about change and will instill this attitude in your team. Comfortable working autonomously and making decisions but know when to escalate and ask for help Curious and strong attention to detail -You will actively look for current and future issues. You will have the confidence to ask questions and be self-motivated to find the answers. You will be analytical and use data to prevent and resolve problems and inform your decisions. You will always be looking for ways in which we can improve the customer experience.Resilient and strong work ethic- A role in operations is very fast-paced and can be challenging at times. We’re looking for people who can deal with challenging situations and who are responsible for their own future by working extremely hard to achieve their goals.Supportive and approachable -Everything we do in operations, and across Octopus, is built around teamwork. People in our teams are always there to support and help each other and we expect everyone to be a team player.Inclusive -We are looking to continue building our wonderful, inclusive culture full of enthusiastic, unique and diverse people from all backgrounds as we grow and continue to change the industry

You must have:

2-5 years of experience leading teams in contact centers or Operations environmentsTechnological literacy. You’ll be comfortable using or learning how to use Gsuite, Excel, Slack and other web-based tools

Desired but non essential:

Experience working at a utility or REPERCOT experience and industry knowledge Experience managing Collections Basic SQL for simple data querying

Why else you'll love it here

Great medical, dental, and vision insurance options including FSAs.Paid time off — we know working hard means also being able to recharge as needed, we trust our employees to get the work done and take the time they need.401(k) plan with employer match.Parental leave. Biological, adoptive and foster parents are all eligible. Pre-tax commuter benefits.Flexible working environment: you need to shift around your schedule? You do you, we genuinely believe in work/life balance. Equity Options: every Octopus employee owns part of the business. We’re a team, working together towards huge goals. Every person is crucial to our success, you should be rewarded as such. Modern office or co-working spaces depending on location.Wondering what the salary for this role is? Just ask us! When on a call with one of our recruiters it's something we always cover as we genuinely want to match your experience with the correct salary. The reason why we don't advertise is because we honestly have a degree of flexibility and would never want salary to be a reason why someone doesn't apply to Octopus - what's more important to us is finding the right octofit!If this sounds like you then we'd love to hear from you. Studies have shown that some groups of people, like women, are less likely to apply to a role unless they meet 100% of the job requirements. Whoever you are, if you like one of our jobs, we encourage you to apply as you might just be the candidate we hire. Across Octopus, we're looking for genuinely decent people who are honest and empathetic. Our people are our strongest asset and the unique skills and perspectives people bring to the team are the driving force of our success. As an equal opportunity employer, we do not discriminate on the basis of any protected attribute. Our commitment is to provide equal opportunities, an inclusive work environment, and fairness for everyone.