Welcome to the intersection of energy and home services. At NRG, we’re all about propelling the next generation of leaders forward. We are driven by our passion to create a smarter, cleaner and more connected future. We deliver innovative solutions that make our customers’ lives easier—helping them power, protect, and intelligently manage their homes and businesses. To do this, we need creative and talented people to join our company.
We offer a dynamic work environment and a unified and inclusive culture. NRG fosters a strong sense of belonging that leads to better collaboration and business performance. Our company programs are designed to help employees develop the skills they need for success now and in the future. In everything we do, we aim to champion our employees and bring value to our customers, investors and society.
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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.
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.
AI Operations & Continuous Improvement Leadership
Lead and develop a team of AI Solutions Analysts, including work prioritization, performance management, and coaching.
Operational Accountability & Reliability
Accountable for the health, stability, adoption, and effectiveness of AI solutions in day‑to‑day operations.
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
Hands‑On Solution Optimization
Design, configure, and refine AI‑enabled solutions including real‑time agent assist, AI‑driven insights, and Virtual Agent capabilities.
Collaboration & Governance
Partner closely with Customer Care Operations, Training & Content, Analytics, VOC/CX, Workforce and Vendor Management, and enterprise AI teams.
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.
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 protected] if you have any questions.
