Senior Director Customer Care Operations

Requisition ID:   95824    At Gexa Energy, a NextEra Energy Resources company, we provide reliable low-cost energy solutions. Focused on customer satisfaction, we offer innovative electricity plans tailored to the diverse needs of Texas homes and businesses. If you're passionate about making a difference in the energy industry and delivering exceptional customer experiences, join our team today.   Position Specific Description The Senior Director, Customer Care provides strategic and operational leadership for Nextera Energy’s deregulated power and gas retail energy business in addition to it’s solar business.  The role will lead a large customer care organization, including in-house and outsourced contact center operations supporting customer experience, retention, and back-office functions. The Senior Director is responsible for building a scalable, high-performing organization and leadership team that supports continued growth while delivering exceptional customer service.  This leader will be responsible for leading the call center and related functions through a transformational change utilizing AI and other means to improve performance and NPS.  By balancing near-term execution with long-term strategy, the Senior Director drives operational excellence, innovation, and continuous improvement while maintaining a relentless focus on customer outcomes. Key Responsibilities

Lead a multi-layered Customer Care organization, including internal teams, outsourced partners, frontline operations, supervisors, and support functions. Oversee customer-facing and back-office servicing operations, ensuring seamless, high-quality experiences across all channels. Drive modernization of customer care capabilities, including AI-enabled solutions, process automation, analytics, and technology enhancements that improve efficiency and customer experience. Continue to standardize processes, bring together and optimize the solar business and the retail energy business Establish and execute a strategic roadmap for customer care performance, leveraging service level agreements (SLAs), key performance indicators (KPIs), and customer insights to drive continuous improvement. Develop workforce, geographic, and vendor strategies that optimize customer outcomes, operational efficiency, and financial performance. Lead vendor selection, governance, and performance management, ensuring strong service delivery, compliance, risk management, and cost effectiveness. Ensure excellence across all customer contact channels, including voice, chat, email, social media, and emerging digital platforms. Build and develop a strong leadership bench through succession planning, leadership development, coaching, and talent management. Foster a culture of accountability, ownership, engagement, and continuous improvement at all levels of the organization. Define and operationalize Nextera’s customer experience standards and brand voice, ensuring consistent execution across all customer touchpoints. Partner with Marketing, Product, Customer Experience, Billing, Collections, and other key stakeholders to align customer experience delivery with business strategy and brand objectives. Establish governance, quality assurance programs, and performance frameworks to measure and continuously improve customer satisfaction and brand perception. Leverage customer insights and operational analytics to identify opportunities that improve retention, service outcomes, and overall business performance. Lead customer satisfaction programs, including NPS, CSAT, and other voice-of-customer initiatives. Develop and execute strategic plans, budgets, and transformational initiatives that support organizational objectives. Ensure compliance with all regulatory, legal, and operational requirements governing customer support activities. Partner with internal teams to support audits, examinations, remediation efforts, and