AI Operations Solutions Team Lead
Job Description
About Us
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.
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.