Enrollment & Rate Management Director

JOB SUMMARY

The Director of Enrollment, Billing, EDI & Rate Management Operations is responsible for the leadership, execution, and continuous improvement of Smart Energy's enrollment, rate management, billing, EDI, and transaction management functions. This role oversees the operational teams responsible for customer onboarding, enrollment lifecycle management, rate administration, billing operations, market transactions, revenue assurance, and exception management across all serviced markets. The Director serves as a key operational leader, ensuring accurate and timely execution of customer lifecycle transactions, maintaining compliance with market and regulatory requirements, driving process improvements, and developing scalable operational controls that support the company's growth objectives. This position partners closely with Customer Care, Sales, Supply & Pricing, Finance, Information Technology, and external market participants to deliver operational excellence and exceptional customer experience.

SUMMARY OF ESSENTIAL JOB FUNCTIONS

Lead and develop Enrollment Lifecycle Management and Billing & EDI Operations teams, establishing performance expectations, operational metrics, workforce planning, and employee development programs. Oversee customer enrollment processing, market transactions, billing operations, EDI operations, exception management, and operational support functions across all serviced markets. Oversee rate management operations, including rate setup, maintenance, product lifecycle administration, pricing implementation, and coordination with Supply & Pricing to ensure accurate and timely execution of customer offers and rate plans. Establish, monitor, and report on key operational performance indicators, quality standards, operational controls, and departmental objectives. Ensure timely and accurate execution of enrollment, billing, EDI, and market transaction processes while maintaining compliance with utility, ISO, regulatory, and company requirements. Drive continuous improvement initiatives focused on automation, operational efficiency, scalability, process standardization, and risk reduction. Partner with Supply & Pricing, Sales, and Information Technology to improve rate management processes, reduce operational complexity, and support automation initiatives related to product configuration, customer communications, and operational workflows. Oversee exception management processes, ensuring issues are identified, escalated, tracked, and resolved within established service levels. Partner with Information Technology, system vendors, and internal stakeholders to prioritize enhancements, resolve defects, and optimize operational platforms and workflows. Ensure billing accuracy through reconciliation processes, operational controls, reporting, and root-cause analysis of billing exceptions. Oversee EDI transaction monitoring, market communications, and utility interactions to ensure timely processing and resolution of transaction-related issues. Develop, implement, and maintain operational policies, procedures, controls, and governance frameworks supporting enrollment, rate management, billing, EDI, and transaction management activities. Partner with Finance on revenue assurance activities, invoice accuracy, reconciliations, audits, revenue reporting, and financial controls. Collaborate with Customer Care, Sales, Supply & Pricing, Regulatory, Finance, and Information Technology teams to improve customer experience and operational effectiveness. Support strategic initiatives, including system implementations, market expansions, acquisitions, migrations, and operational transformation efforts. Manage relationships with utilities, market operators, EDI providers, consultants, and third-party vendors as required. Prepare and present operational performance updates, risks, recommendations, business cases, and strategic initiatives to executive leadership. Foster a culture of accountability, continuous improvement, customer focus, operational excellence, and ownership.

MINIMUM REQUIREMENTS

Bachelor's degree in Business, Finance, Accounting, Information Systems, Engineering, or a related field preferred. Equivalent industry experience may be considered in lieu of a degree. 7+ years of progressive experience in retail energy operations, including enrollment, billing, EDI, rate management, transaction management, revenue assurance, or related operational functions. 3+ years of leadership experience managing operational teams and business processes. Strong understanding of retail electricity and natural gas markets, utility interactions, enrollment processes, market transactions, billing operations, and regulatory requirements. Experience working with customer information systems, billing platforms, EDI transaction platforms, and rate management processes. Demonstrated success leading operational improvement initiatives, process redesign efforts, and cross-functional projects. Strong analytical, organizational, problem-solving, and decision-making skills. Advanced proficiency with Microsoft Office applications, particularly Excel. Excellent verbal and written communication skills with the ability to effectively communicate across all levels of the organization.

ABILITIES REQUIRED

Ability to lead, develop, and motivate high-performing operational teams. Ability to manage multiple priorities and competing deadlines in a fast-paced environment. Ability to analyze complex operational issues and implement practical, scalable solutions. Ability to interpret operational, financial, billing, and transaction data to support business decisions. Ability to communicate effectively with executives, employees, customers, vendors, utilities, regulators, and market participants. Ability to work independently while maintaining strong collaboration across departments. Ability to travel as required.

DISCLAIMER

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required. Responsibilities may change or additional duties may be assigned based on business needs. #J-18808-Ljbffr SmartEnergy.com