Manager, Cert

CenterPoint Energy and its predecessor companies have been in business for more than 150 years.

Our Vision: Our vision is to become the most admired utility in the United States through the execution of our long-term growth strategy. We have an unwavering commitment to safely and reliably deliver electricity and natural gas to millions of people.

Our Commitment: CenterPoint Energy is committed to creating an inclusive work environment where business results are achieved through the skills, abilities and talents of our diverse workforce.

At CenterPoint Energy, individuals are respected for their contributions toward our company objectives. We strive for an inclusive work environment across all levels that is reflective of the available workforce in the communities we serve.

Job Summary:

Oversees and directs the work of the CERT Department, including establishing and implementing strategies, processes, and procedures for handling complaints and customer inquiries directed by Public Utility Commissions and other regulatory and consumer advocacy agencies and groups, as well as Company Executives, Legal, and Management. In addition, the Manager will work with the team to conduct a thorough root cause analysis, identify extent of condition and any underlying issues related to CenterPoint Energy's process, procedures, or personnel that contributed to the escalated complaint, and provide insightful feedback to leadership on improvement opportunities.

Essential Functions:
*Establishes goals and priorities for CERT Department.
*Manage performance by guiding, counseling, evaluating and handling any performance concerns in accordance with company guidelines.
*Measure departmental and individual performance against established standards and goals.
*Performs administrative activities, such as managing attendance, budget, and staffing levels.
*Focuses on training, coaching, and development of employees.
*Collaborates with and supports leadership in setting direction and executing on priorities of department.
*Demonstrate a professional and positive demeanor at all times when representing the company with internal departments and various regulatory and consumer advocacy agencies.
*Ensures CERT staff complies with regulations, company policies, procedures and standards of conduct.
*Regularly interface and communicate with Public Utility Commissions, Texas Railroad Commission, and other regulatory and consumer advocacy agencies and groups. Provide written responses to agencies and customers to satisfy state mandated complaint handling rules within specific timeline requirements.
*Represent CenterPoint Energy as a liaison with regulatory and consumer advocacy agencies.
*Effectively interact with Customer Service, Field Operations, Legal, Corporate Communication, and Government Affairs department to address issues involving customer complaints. Comply with Public Utility Commissions, Texas Railroad Commission, and other regulatory and customer advocacy agencies and groups rules and regulations.
*Responsible for creating and maintaining the appropriate tracking, reporting and summary of customer contact activity from PUC, TRRC and other regulatory and consumer advocacy agencies.
*Provides regular reports and ad hoc information to legal counsel, executives, and management on status of complaints as well as regular complaints updates and information on requests to operational leaders and executives.
*Provide accurate reporting and root cause analysis to executives and Legal management, suggesting opportunities for long-term solutions. Analyze complaint trends and collaborate with departments on recurring issues. Identify improvement initiatives and advise colleagues as a trusted resource.
*Compile information and submit required reports to the PUC, TRRC, and other regulatory bodies to ensure compliance with relevant rules and regulations. Ensure consistency in Company responses and adherence to Company tariffs and policies, as well as regulatory statutes, rules, and laws by adhering to current policies and regulations.
*Responsible for overseeing internal escalation and assisting with training and technical support for the entire department.
*Performs other duties that may be assigned at the Company's discretions.

Basic Qualifications:

Education:

Bachelor's degree required
*Will consider relevant job-related CenterPoint Energy experience for non-degree candidates.
Experience:
*Requires a minimum of ten years' proficient gas, electric, and/or customer experience within the Utility space.
*Will consider relevant job-related CenterPoint Energy experience for years of experience.
At least 2 years experience in a senior, lead, or manager role required.
*Will consider relevant leadership job-related CenterPoint Energy experience outside of handling complaints.

We want you to know
Being a part of the CenterPoint Energy team is more than a career alone. It's an opportunity to make a positive impact. You will be an integral part of enabling everyday life and the pursuit of possibilities for the customers we serve and the communities we share. The vital services we provide are at the core of making our world work, and by sharing your energy with us, we'll create a better tomorrow together.

What we bring to you

• Competitive pay
• Paid training
• Benefits eligibility begins on your first day
• Transit subsidies
• Flexible work schedule, paid holidays and paid time off
• Access to discounts at fitness clubs and an on-site wellness center at our headquarters in Houston
• Professional growth and development programs including tuition reimbursement
• 401(k) Savings Plan featuring a company match dollar-for-dollar up to 6% and a company contribution of 3% regardless of your contribution

Job Type:Full Time
Posting Start Date: 01/06/2026
Posting End Date: 01/23/2026

This contractor and subcontractor shall abide by the requirements of 41 CFR * 60-1.4(a), 60-300.5(a), and 60-741.5(a). These regulations prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibit discrimination against all individuals based on their race, color, religion, sex, sexual orientation, gender identity, or national origin. Moreover, these regulations require that covered prime contractors and subcontractors take affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disability.

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