NYISO · 1 month ago
Manager, Stakeholder Services
Rensselaer, New York, United States
Full-time
Onsite
Senior Level, Lead/Staff
$114K/yr - $198K/yr
10+ years expThe New York Independent System Operator (NYISO) is responsible for managing the efficient flow of electricity across high-voltage transmission lines and competitive markets for wholesale electricity. They are seeking a Manager, Stakeholder Services to lead a team that serves as the primary point of contact for customer inquiries and Market Participant support, ensuring effective communication and resolution of issues.
ElectronicsEnergy
Responsibilities
Manage the customer inquiry/resolution process, where customer issues are logged in NYISO’s CRM-Customer Relationship Management software and are resolved in a timely and efficient manner. This responsibility represents a corporate goal for the NYISO factoring into NYISO’s CSI-Customer Satisfaction Index
The CI-Customer Inquiry satisfaction score is calculated by measuring the satisfaction with NYISO’s Market Participant interaction with the Stakeholder Services department. At the closure of each inquiry, the Market Participant can evaluate the interaction to ensure satisfaction
Manage the process and procedures for customer inquiries to be investigated and resolved by Stakeholder Services or, if required, referred for specific input from a NYISO department SME
Manage and facilitate the DAC-Dispute and Claims Committee process. This is a tariff driven process involving a diverse group from across the organization
Manage the collection, maintenance, and distribution of customer Affiliate forms for each Market Participant. This is a tariff defined process led and facilitated by Stakeholder Services. This critical process ensures compliance with NYISO’s tariffs and transparency with Market Participants
Business Owner of MIS-Market Information System. Reviews and approves changes in the areas of data input, design, development, and administration of the platform. MIS is the NYISO’s primary platform for Market Participants to submit bids and offers into the NYISO Markets
Analyze, design, develop, implement, and evaluate processes and procedural improvements related to Market Participant feedback, collected through surveys. Support other NYISO departments in information collection outreach efforts with Market Participants, including facilitation of data collection through surveys, questionnaires, and NYISO systems
Manage development of standard communication messages, templates, and standards on common topics to ensure consistent messaging across NYISO’s digital footprint
Establish and oversee protocols to address and resolve frequent technical problems reported by Market Participants, including escalation procedures. Includes organizing conference calls with departments across the NYISO to review issues, discuss options and implement software and process solutions
In collaboration with External Affairs Management team, support execution of the Market Participant satisfaction survey program. Serve as a customer service advocate across the organization to increase customer-focus and awareness
Manage and own Stakeholder Services controls related to Internal Audit, SAS 70 Audit, and external audit observations and resolutions, ensuring adequate and appropriate responses to each audit commitment. Includes working in conjunction with Information Technology to validate controls in NYISO’s MIS-Market Information System
Participate in the bi-annual program, GridX, providing input on the design and implementation of NYISO’s preparedness with NYISO’s grid operations. Includes participation as a key contributor working across the enterprise to communicate program initiatives during the exercise
Facilitate the process for obtaining CEII-Critical Energy Infrastructure Information. This includes collaborating with NYISO Legal department and SMEs across the organization to ensure compliance with provisions in the NYISO tariffs
Business Owner for NYISO’s CRM-Customer Relationship Management software. Responsible for strategy and direction for updates to the platform to improve business processes for all NYISO departments interacting with the Stakeholder Services team in the Customer Inquiry Resolution Process
Business Owner for NYISO’s Email Communications System software. Responsible for strategy and direction for updates to the platform to improve business processes for all NYISO departments interacting with the Stakeholder Services team to communicate market or operational related topics to Market Participants. Collaborate with Information Technology departments to draft and execute communication strategies related to technical changes impacting NYISO’s Market Participants
Manage team’s on-call 24/7/365 Market Participant communication processes, including coordination with NYISO operations and business owners to support Market Participant communications. This comprises supporting Market Participant 24/7/365 with time sensitive bidding, markets, and operational issues including participation in triage calls to resolve issues
Create and execute programs to increase customer service awareness and the impact to NYISO’s CSI- Customer Satisfaction Index
Collaborate with the Manager, Member Relations, and the independent survey administrator for the CSI program
Educate Stakeholder Services staff and NYISO employees, managers and senior leadership team on the current trends and driving factors to increase satisfaction and performance
Collaborate with External Affairs management team to identify trends and topics from customer inquiries, including non-customers, which are of a delicate nature that require strategy discussions. Periodically update management team on status and report findings to the Vice President, External Affairs and Corporate Communications
Represents the NYISO at annual ISO/RTO meeting providing details and presentations on NYISO’s business processes and strategy related to customer service. Continue to foster relationships across ISO/RTO’s specifically with the use of NYISO’s CRM software
Qualification
Required
Bachelor's Degree (BS) in Electrical Engineering or related technical field required
Ten years' related experience in the utilities industry, energy, or financial markets
Five years' experience in a management position; or equivalent combination of education and experience
Ability to read, analyze and interpret the most complex documents
Ability to respond effectively to the most sensitive inquiries or complaints
Ability to write speeches and articles using original or innovative techniques or style
Ability to make effective and persuasive speeches and presentations on controversial or complex topics to top management, public groups, and/or boards of directors
Ability to work with mathematical concepts such as probability and statistical inference and fundamentals of algebra, geometry, and trigonometry
Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations
Intermediate competency in Windows operating environment using MS Office applications, e-mail, and internet programs
Ability to define problems, collect data, establish facts, and draw valid conclusions
Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables
Preferred
Master's Degree (MBA)
Benefits
Comprehensive benefits package
Innovative reward programs
Company
NYISO
Reliably managing NY’s power grid & energy markets
501-1000 employees
H1B Sponsorship
NYISO has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (35)
2024 (36)
2023 (23)
2022 (26)
2021 (20)
2020 (19)
Funding
Current Stage
Late StageLeadership Team
Richard J. Dewey
President & CEO
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