IGS Energy

Manager

• Serve as the primary business performance and analytics partner for the Residential Business Unit
• Monitor business health across sales, enrollment, retention, customer care, collections, revenue integrity, workforce performance, and customer experience
• Translate business questions into analytical approaches and deliver practical recommendations
• Support the GM and leadership team through recurring business reviews, executive presentations, strategic planning, and decision support
• Identify emerging trends, risks, opportunities, and performance gaps
• Conduct root-cause analysis, develop hypotheses, test assumptions, and explain performance changes using data
• Define business problems, document requirements, map current and future-state processes, and clarify success measures
• Help leaders identify the right questions, evaluate alternatives, and make data-informed decisions
• Analyze enrollment trends, customer acquisition, channel effectiveness, sales performance, and customer value
• Evaluate channel performance, acquisition economics, retention outcomes, and retention initiatives
• Analyze customer care performance, contact drivers, workforce management, staffing, productivity, and service levels
• Identify drivers of call volume, repeat contacts, customer friction, and operational variation
• Quantify improvement opportunities, prioritize actions, and measure results with Customer Care leadership
• Analyze delinquency, collections, payment behavior, and customer financial risk indicators
• Develop insights to improve revenue recovery and reduce business risk
• Partner with Revenue Integrity and Finance on collection performance and bad debt outcomes
• Develop and improve executive dashboards, scorecards, and performance reviews
• Establish and maintain KPIs, leading indicators, metric definitions, and reporting standards
• Provide accurate, timely, and actionable information for leadership decision-making
• Increase reporting automation and data visualization effectiveness
• Evolve toward a people leadership opportunity by developing analytical and business-partnering capability

Business Performance & Insights Manager

• Serve as the primary business performance and analytics partner for the Residential Business Unit
• Monitor business health across sales, enrollment, retention, customer care, collections, revenue integrity, workforce performance, and customer experience
• Translate business questions into analytical approaches and deliver practical recommendations
• Support the GM and leadership team through recurring business reviews, executive presentations, strategic planning, and decision support
• Identify emerging trends, risks, opportunities, and performance gaps
• Conduct root-cause analysis, develop hypotheses, test assumptions, and explain performance changes using data
• Define business problems, document requirements, map current and future-state processes, and clarify success measures
• Partner with leaders to evaluate alternatives and make data-informed decisions
• Analyze enrollment, customer acquisition, channel effectiveness, sales performance, customer value, retention, and acquisition economics
• Analyze customer care performance, contact drivers, workforce management, staffing, productivity, and service levels
• Identify drivers of call volume, repeat contacts, customer friction, and operational variation
• Partner with Customer Care leadership to quantify opportunities, prioritize actions, and measure results
• Analyze delinquency, collections, payment behavior, and customer financial risk
• Develop revenue recovery insights and reduce business risk
• Partner with Revenue Integrity and Finance on collection performance and bad debt outcomes
• Develop and improve executive dashboards, scorecards, and performance reviews
• Establish and maintain KPIs, leading indicators, metric definitions, and reporting standards
• Provide accurate, timely, and actionable information to leadership
• Increase reporting automation and data visualization effectiveness
• Evolve toward a people leadership role and develop analytical and business-partnering capability

Customer Support

• Translate SCANA Energy's business strategy, sales and customer experience goals, and operational priorities into learning, quality, knowledge management, and readiness initiatives
• Serve as senior leader for the Training and Quality organizations
• Lead and develop managers, supervisors, and team leads responsible for training delivery, curriculum development, quality monitoring, and coaching programs
• Establish functional goals, performance expectations, workforce planning, and development strategies
• Build leadership capability through coaching, mentoring, succession planning, and talent development
• Design and deliver training and develop learning pathways for frontline employees and leaders
• Identify skill gaps and development opportunities through quality reviews, performance trends, and leadership feedback
• Own the Customer Care and Sales Quality Assurance program
• Identify themes and trends affecting customer experience and operational performance
• Turn quality findings into targeted coaching, training, and process improvements
• Establish quality standards, calibration processes, reporting practices, and coaching strategies
• Own the structure, governance, and improvement of Customer Care and Sales knowledge resources
• Develop communication, training, and support plans for new products, offers, processes, systems, and policies
• Ensure changes are implemented consistently and proactively address adoption risks
• Track and evaluate onboarding, training, quality, and knowledge initiatives using performance data
• Demonstrate the impact of enablement efforts on business performance

Manager, Customer Care – Sales Enablement

Operations

• Lead the residential solar service operations team overseeing portfolio performance, operations, and maintenance
• Manage strategic partner and contractor relationships
• Facilitate resolution of maintenance issues and system issues remotely
• Manage service invoices and costs, review contractor expenses, and approve invoices
• Validate system operation and ensure accurate service documentation
• Coordinate internal teams and service providers to resolve maintenance issues
• Monitor contractor performance, compliance, and adherence to service level agreements
• Lead day-to-day team management, training, mentoring, and development
• Create and modify user guides, job aids, and training documentation
• Act as an Asset Management 360 platform expert and guide new service partners through onboarding
• Deliver training on CRM, service requirements, IGS standards, solar installations, and maintenance
• Coordinate with IT to resolve platform issues
• Compile reports and dashboards covering resolution rates, time to resolution, cost, and operational efficiency
• Analyze maintenance trends and service case resolutions to support data-driven decisions
• Develop workflows with leadership to improve operational efficiency and service quality
• Audit records related to site visits, maintenance requests, and service activities
• Contribute to special projects and identify and mitigate risk exposure

Lead, Residential Solar Service Operations

Analyst

• Review and process state and federal solar incentive applications accurately and on time
• Ensure compliance with solar incentive program rules and requirements
• Provide feedback and action items to leadership and internal and external partners
• Develop and maintain tracking for solar incentive and project performance metrics
• Publish regular reports on incentive application status
• Monitor and analyze incentive revenue against projections
• Investigate discrepancies and implement process changes
• Become an expert on state and federal incentive programs
• Review program documentation for compliance with applicable guidelines and regulations
• Research new incentive programs to support business expansion
• Collaborate with Finance and Accounting to track incentive transactions
• Collaborate with Operations and IT to integrate incentive requirements into project workflows
• Create and modify user guides, job aids, and training documentation
• Review and audit completed work, make corrections, and report status to management
• Meet accuracy, Service Level Agreement, team, and financial targets

Residential Solar Incentives Analyst

Accountant

• Prepare and maintain general ledger entries, including monthly revenue and cost of gas estimates
• Prepare monthly account reconciliations for assigned balance sheet accounts
• Review and submit payment for monthly supplier commodity and third-party pipeline invoices
• Research and resolve billing issues
• Support month-end, quarter-end, and year-end close processes
• Ensure accurate and timely GAAP-compliant financial statements
• Analyze variances and provide explanations to management
• Support external audits by preparing schedules and documentation
• Process journal entries and monthly reconciliations for assigned accounts
• Support budgeting, forecasting, and corporate tax data requests
• Collaborate with partners across business segments
• Identify process improvement and automation opportunities
• Prepare regulatory reporting