Manager, Sales Process & Technology - Hybrid

Manager, Sales Process & Technology - Hybrid

The Sales Process & Technology team is responsible for designing, maintaining, and implementing process improvements and technology solutions across multiple sales channels and sales operations teams. They partner closely with sales leadership, internal stakeholders, and third-party vendors to deliver consistent, high-quality customer and agent experiences. The Sales Process & Technology Manager leads the execution of process and technology initiatives that support defined strategic priorities. This role collaborates with stakeholders to translate business needs into actionable, innovative solutions that enhance customer experience, improve sales performance, and drive operational efficiency. The Manager leverages data, automation, and emerging technologies to identify opportunities, streamline processes, and improve decision-making, ensuring solutions are aligned to business objectives and enable reliable sales execution across partner channels. Additionally, this role may lead a supervisor and a team of analysts, fostering a culture of accountability, consistency, and continuous improvement while ensuring high-quality, timely delivery of initiatives. This position supports both Texas (USA) and Alberta (Canada) markets for NRG.

Key Focus Areas:

• Improve partner experience and reduce friction across the sales journey, including through real-time validations and streamlined interactions.
• Ensure process and technology capabilities support consistent, reliable execution.
• Enhance and optimize user interface experiences to support efficient and intuitive sales execution.
• Drive measurable improvements in sales performance and operational efficiency.
• Enable scalable execution through API integrations, automation, and optimized platforms.

Essential Duties/Responsibilities:

• Lead end-to-end execution of process and technology initiatives, including requirements, implementation planning, testing (UAT, QA, regression), and delivery, ensuring solutions are deployed on time, meet quality standards, and support improved sales performance.
• Translate business needs into actionable, scalable solutions that enhance partner experience, support efficient, seamless sales execution, and leverage existing platforms and technology synergies.
• Partner cross-functionally with Sales, Technology, Compliance, QA, Legal, and external vendors to deliver integrated solutions, including ensuring API capabilities meet partner needs, reduce friction, and support improved conversion through continuous improvement and proactive performance monitoring.
• Serve as subject matter expert for supported sales processes, systems, and API-driven data flows, ensuring solutions function as expected and support consistent execution.
• Provide ongoing analytical and technical support for sales channels, ensuring process and technology solutions operate effectively and issues are resolved in a timely manner.
• Document and maintain process workflows, system interactions, and data mappings to ensure clarity, consistency, and effective execution across partner and internal experiences.
• Identify process gaps, inefficiencies, and risks impacting partner experience or sales performance, and design and execute experiments to validate solutions and drive measurable improvements.
• Apply root cause analysis to troubleshoot issues and resolve process or technology defects, minimizing disruption to operations and sales activities.
• Monitor and analyze performance metrics to assess process effectiveness, technology performance, and sales outcomes.
• Present insights and recommendations to stakeholders, translating complex data and performance trends into clear, actionable narratives that highlight gaps, opportunities, and progress against business objectives.
• Leverage data, automation, and AI-enabled tools to streamline processes and improve decision-making.
• Ensure solutions are compliant and aligned with operational and regulatory requirements while supporting consistent and reliable partner and customer experiences.
• Manage onboarding and implementation of new vendors, tools, and capabilities, ensuring alignment with existing processes, systems, and partner integration requirements.
• Lead and develop a team of supervisors and analysts, providing coaching, performance management, and development opportunities. Foster a culture of accountability, collaboration, and continuous improvement, driving consistent, high-quality execution.

Working Conditions:

• Hybrid work environment, with in-office collaboration Monday through Thursday
• Occasional extended hours to support critical initiatives and business priorities
• Travel up to 10% to support cross-functional alignment and partner engagements

Minimum Requirements:

• Bachelor's degree in business, economics, or a related field
• Experience leading or supporting cross-functional process or technology initiatives

Preferred Qualifications:

• Advanced proficiency in Excel and process mapping tools (e.g., Visio)
• Proficiency in PowerPoint and Word for analysis and presentation development
• Experience writing and analyzing SQL queries or working with structured datasets
• Experience with enterprise systems such as SAP and/or Salesforce
• Experience with process improvement methodologies (e.g., Lean, Six Sigma)
• Experience working with APIs, integrations, or data exchange processes across systems
• Experience using data to drive decision-making, including testing, experimentation, or performance optimization
• Experience leveraging data, automation, or AI-enabled tools to improve processes
• Experience translating data and insights into executive-ready presentations or narratives
• Experience supporting partner-driven or multi-channel sales environments, preferably in a regulated industry (e.g., Retail Electricity)

Additional Knowledge, Skills and Abilities:

• Ability to guide cross-functional teams, including vendors and IT partners, to deliver effective process and technology solutions
• Strong problem-solving skills, with the ability to analyze complex issues, identify root causes, and implement effective solutions
• Strong communication and storytelling skills, with the ability to translate complex data and performance insights into clear, actionable recommendations
• Ability to gather and synthesize input from business stakeholders, technical teams, and end users to inform solution design
• Demonstrated ability to challenge the status quo and identify opportunities to improve processes and outcomes
• Strong organizational and prioritization skills, with the ability to manage multiple concurrent initiatives
• Ability to work independently and collaboratively across cross-functional teams to drive alignment and execution
• Working knowledge of system integrations, data flows, and technology-enabled processes
• Strong leadership and coaching skills, with the ability to develop high-performing teams and drive accountability

Physical Requirements:

• Primarily sedentary role requiring extended periods of sitting and computer use
• Ability to communicate effectively in both in-person and virtual environments
• Ability to lift and carry items as needed to perform job responsibilities