NRG Energy · 2 days ago
Manager, AI Transformation - Hybrid
Houston, TX
Full-time
Hybrid
Mid, Senior Level
7+ years expNRG Energy is a dynamic company that encourages career development and exploration across its businesses. The Manager of AI Transformation will lead the strategic deployment of AI technologies in call center operations to enhance customer and agent experiences, focusing on implementing AI-driven solutions to improve operational efficiency.
EnergySolarWind Energy
Responsibilities
Develop and execute a roadmap for AI transformation in call center environments, aligned with enterprise goals
Identify opportunities for AI-driven automation, virtual agents, predictive analytics, and intelligent routing, etc
Identify and implement AI use cases that enhance the customer journey and empower agents with real-time tools and insights
Partner with IT, operations, and vendor teams to implement scalable AI solutions
Continuously monitor and refine AI interactions to ensure high-quality, human-centric experiences
Drive end-to-end transformation initiatives, from ideation through execution, using structured methodologies (e.g., Lean, Agile, Prosci)
Communicate effectively with stakeholders at all levels to build alignment and support
Demonstrate the ability to adapt, embrace change, challenge the status quo, and ultimately remain flexible
Lead a small, high-performing team of analysts and specialists responsible for identifying, designing, testing, deploying, and measuring AI solutions that transform our contact center
Drive a high-performance culture by encouraging … and empowering the team for success
Foster a collaborative and inclusive team culture that embodies NRG’s values: Do What’s Right; Win Together; Wow Them; Stay Curious Be Direct; Bring Passion
Must lead with a mindset of proactiveness, curiosity, innovation, collaboration, and continuous improvement
Create a culture of continuous learning and development, where team members are encouraged to grow and challenge themselves
Hold accountable, provide mentorship, performance management, and professional development for team members
Empowers the team to develop customer-centric strategies and initiatives that contribute to broader organizational goals
Normalize challenges as an opportunity for development and collaboration
Translate challenges or conflicting perspectives into clear priorities into actional steps for the team
Manage conflict constructively, facilitating resolution and maintaining team cohesion
Lead with emotional intelligence—demonstrate empathy, active listening, and adaptability to support team members through change and growth
Develop and execute structured change management methodologies to ensure successful adoption of AI tools across the organization
Engage stakeholders across business units to drive alignment and readiness
Develop training and communication plans to support transformation efforts
Define and track KPIs to measure the impact of AI initiatives on customer satisfaction, agent productivity, containment, deflection, retention, and cost savings
Conduct post-implementation reviews and continuous optimization based on data insights
Provide regular reporting and insights to senior leadership
Qualification
Required
Bachelor's degree in Business, Computer Science, Engineering, or related field (Master's preferred)
7+ years supporting call center operations, with at least 3 years in technology transformation roles
Demonstrated success in leading AI/automation projects in a customer service environment
Strong understanding of contact center platforms (e.g., Genesys, NICE, Five9) and AI tools (e.g., chatbots, NLP, machine learning)
Expertise in change management methodologies (e.g., Prosci, ADKAR)
Proven ability to manage cross-functional initiatives and influence at all levels
Excellent leadership, analytical, communication, and stakeholder management skills
Data-driven mindset with experience in KPI development and performance tracking
Experience with sponsoring initiatives delivered in agile fashion include leading and coaching product owners
Experience facilitating vendor and partner evaluations, (ex: Request for Information/Proposal (RFI/RFP))
Preferred
Experience with cloud-based contact center solutions and AI platforms (e.g., Nice, Genesys, Azure AI, Google Dialogflow, Amazon Lex)
Familiarity with customer journey mapping and voice of the customer (VoC) programs
Familiarity with data visualization and reporting tools (e.g., Power BI, Tableau)
Agile project management certification or experience
Certification in Lean Six Sigma, PMP, or Change Management is a plus
Company
NRG Energy
NRG Energy is an integrated power generation and supply firm that offers offsite solar, wind power, and smart grid retail services.
10001+ employees
H1B Sponsorship
NRG Energy 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 (31)
2024 (19)
2023 (25)
2022 (14)
2021 (9)
2020 (25)
Funding
Current Stage
Public CompanyTotal Funding
$6.99BKey Investors
Public Utility Commission of Texas
2025-09-24Post Ipo Debt· $4.9B
2025-08-04Post Ipo Debt· $216M
2024-10-16Post Ipo Debt· $1.88B
Leadership Team
Lawrence S Coben
President, CEO and Chair of the Board
Anne C Schaumburg
Lead Independent Director
Recent News
2026-01-08
WSJ.com: US Business
2026-01-08
Company data provided by crunchbase