Customer Solutions Manager, Partner Management

NRG Energy
United States
Workplace: OnsiteFull timeFunction: Customer Success & Account ManagementExperience: 4+ yearsSkills: ["Leadership","Interpersonal communication","Time management","Strategic thinking","Data-driven problem-solving"]

Lead international partner support contact center operations by setting strategy, managing large-scale BPO relationships, and driving continuous improvements in customer outcomes. You’ll oversee partner performance through KPIs like CR, AHT, Work Orders, NPS, and revenue generation, run business reviews, and coach the next level of leaders across partner sites. Travel to partner locations is required as needed to strengthen execution, alignment, and accountability.

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NRG Energy
NRG Energy
1 day ago

Customer Solutions Manager, Partner Management

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Last checked: 8 hours agoStatus: Live

Job Summary

Lead international partner support contact center operations by setting strategy, managing large-scale BPO relationships, and driving continuous improvements in customer outcomes. You’ll oversee partner performance through KPIs like CR, AHT, Work Orders, NPS, and revenue generation, run business reviews, and coach the next level of leaders across partner sites. Travel to partner locations is required as needed to strengthen execution, alignment, and accountability.
Location: United States
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Develop and manage business relationships with contact center partners, ensuring compliance with strategies and initiatives.
  • •Build and maintain strategic relationships with assigned partner sites to align on trust, accountability, and execution.
  • •Partner with site leadership to identify performance gaps, create action plans, and drive measurable operational and customer experience improvement.
  • •Manage partner and department KPIs (CR, AHT, Work Orders, NPS, and revenue generation) and lead regular business reviews.
  • •Coach and develop supervisors and managers, identify root causes of issues, and lead cross-functional problem-solving to improve long-term performance.
Travel: High travel

Pay and Benefits

Perks:Paid HolidaysHealth InsuranceDentalVisionLife InsurancePaid LeaveEmployee Pricing

Key Requirements

  • •4+ years of progressive contact center and BPO vendor management experience, managing partner teams with a proven track record of success.
  • •Experience managing contact center operations and partner teams.
  • •Strong knowledge of contact center industry with depth in tools, systems, and processes, including technical expertise.
  • •Bachelor’s degree or equivalent work experience.
  • •Project management experience and skills, with project/portfolio management certification a plus.
Experience:4+ yearsContact centerBPOVendor management
Skills:LeadershipInterpersonal communicationTime managementStrategic thinkingData-driven problem-solving
Certifications:Project management certificationPortfolio management certification
Tech Stack:Microsoft OfficePowerPointExcelWord

Company Brief

NRG Energy
NRG Energy is a large integrated power company that owns and operates a diverse fleet of power generation assets and provides retail electricity services, energy solutions, and distributed energy resources to residential and commercial customers.
Industry: Utilities
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Houston, United States
Founded: 1989
WebsiteLinkedIn