AI Operations Solutions Team Lead

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NRG is a leading North American energy company, powering the lives of millions of customers across the U.S. and Canada. Through its retail brands, including Direct Energy, NRG delivers energy solutions that prioritize reliability, innovation, and customer trust.

Within Direct Energy Canada, Customer Care plays a critical role in supporting customers through complex, high‑impact interactions. As customer expectations continue to evolve, Customer Care is investing in AI‑enabled capabilities to support frontline teams, improve operational efficiency, and deliver consistent, high‑quality customer experiences at scale.

About The Role

The AI Operations Solutions Team Lead is responsible for operating, stabilizing, and continuously improving AI‑enabled capabilities within Customer Care—ensuring AI solutions are reliable, scalable, trusted, and effectively embedded in day‑to‑day operations.

This is a hands‑on leadership role, combining direct AI solution delivery with people leadership to ensure AI tools are consistently optimized, adopted, and delivering measurable business impact. The role serves as the operational owner of AI enablement, acting as a key integration point between Operations, Training & Content, Analytics, Voice of the Customer, and enterprise AI partners.

While the team may contribute resources to select new AI initiatives or pilots, the primary focus of this role is continuous improvement, operational effectiveness, and sustained performance of AI solutions already in production.

Key Responsibilities

AI Operations & Continuous Improvement Leadership

• Own the ongoing operation, optimization, and continuous improvement of AI solutions in production.
• Establish and manage a structured intake and prioritization process focused on enhancements and issue resolution.
• Serve as the primary point of accountability for AI enablement within Customer Care for in‑scope platforms (e.g., Cresta and future AI Virtual Agent capabilities).
• Provide operational input to select new AI initiatives and ensure smooth transition into steady‑state operations.

People Leadership

• Lead and develop a team of AI Solutions Analysts, including work prioritization, performance management, and coaching.
• Build execution discipline through clear operating rhythms, standards, and delivery processes.
• Grow team capability as AI scope and operational complexity increase.

Operational Accountability & Reliability

• Accountable for the health, stability, adoption, and effectiveness of AI solutions in day‑to‑day operations.
• Proactively identify and address adoption drop‑off, workflow degradation, and agent trust issues.
• Support incident resolution and contribute to cross‑functional investigations where AI solutions impact frontline execution.

Measurement & Business Impact

• Define and track AI effectiveness using operational and customer metrics such as Average Handle Time (AHT), First Contact Resolution (FCR), Net Promoter Score (NPS), Agent Satisfaction (ASAT) and Saves and retention outcomes
• Use performance insights to drive prioritization and continuous improvement decisions.
• Communicate trends, risks, and recommendations clearly to stakeholders and leadership.

Hands‑On Solution Optimization

• Design, configure, and refine AI‑enabled solutions including real‑time agent assist, AI‑driven insights, and Virtual Agent capabilities.
• Define and maintain configuration standards, change controls, and release readiness criteria.
• Partner with enterprise AI teams and vendors to ensure solutions are production‑ready and operationally sustainable.

Collaboration & Governance

• Partner closely with Customer Care Operations, Training & Content, Analytics, VOC/CX, Workforce and Vendor Management, and enterprise AI teams.
• Ensure AI solutions align with data privacy, security, and responsible AI standards.
• Represent Canadian Customer Care requirements in enterprise‑scale AI initiatives to ensure local operational needs are reflected.

Required Qualifications

• Bachelor’s degree in Business, Technology, Data Science, Data Analytics, or a related field.
• 5+ years of experience in one or more of contact center operations, applied AI enablement, analytics, or continuous improvement.
• Experience leading and developing individual contributors.

NRG Energy is committed to providing broad access to employment opportunities for diverse job seekers and ensuring our workforce represents the diverse communities we serve. We abide by human rights legislation and accommodate applicants and employees in accordance with applicable law.

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DEML employs individuals in the Provinces of Alberta, Ontario, British Columbia, and Saskatchewan. We regret that we will be unable to hire you for this role if your regular remote work location is not within one of these listed provinces. Please reach out to ***email_hidden*** if you have any questions.