What’s the role 

The Operations Manager is a critical leadership role and the enterprise owner of two mission critical functions: Billing and Transaction Management. This leader is accountable for the strategy, stability, governance, performance, and cross functional leadership of these functions across the retail energy business ensuring that all market transactions are processed correctly and that customer bills are accurate, timely, and compliant. These individual leads high performing teams across the operational functions, ensuring our operational engine is frictionless, scalable, and aligned with business strategy. This position requires a dynamic, analytical, and innovative leader who thrives in a fast paced environment and brings extensive expertise in deregulated energy markets. 

Reporting to the Commercial Operations Manager, you will influence enterprise decision making, build strong cross functional partnerships, and elevate our operational capabilities to support growth, customer satisfaction, and regulatory excellence. 

Accountabilities: 

Strategic Leadership & Vision  

• Define and own the long-term operational strategy for commercial business, ensuring alignment with enterprise growth objectives and market opportunities 

• Build a forward-looking roadmap for operational scalability, automation enablement, and continuous improvement across all functional areas 

• Partner with executive leadership to translate business strategy into actionable operational plans, KPIs, and performance dashboard 

Operational Excellence & Performance Management  

• Oversee all day-to-day billing and transaction management activities, ensuring superior service delivery and achievement of all operational metrics 

• Implement advanced performance measurement frameworks that enhance visibility, accountability, and data-driven decision making  

• Continuously evaluate operational processes, identifying areas for automation, standardization, and optimization to improve accuracy, efficiency, and throughput  

Innovation, Process Improvement & Transformation  

• Lead major transformation initiatives involving system enhancements, workflow redesign, and new technology implementation 

• Championing a culture of innovation by using data insights, business intelligence, and customer feedback to prioritize improvement opportunities 

• Oversee the design, testing, and operationalization of new products, services, and system enhancements 

Cross-Functional & External Partnerships  

• Act as primary liaison between Operations and internal and external partners to ensure seamless business execution 

• Develop and maintain strong relationships with internal departments, utilities and third-party vendors to ensure reliability, service quality, and quick resolution of escalated issues 

• Represent Operations in enterprise-level initiatives, steering committees, and cross-functional taskforces 

Risk Management, Compliance & Controls  

• Ensure all operational processes adhere to regulatory requirements and market rules across deregulated markets 

• Strengthen operational controls to proactively identify and mitigate risks before they impact customers or business performance 

• Oversee audit readiness and compliance programs within the Operations function 

People Leadership & Organizational Development  

• Lead, mentor, and develop a team of managers and high-performing professionals, fostering a culture of accountability, learning, and continuous improvement 

• Provide ongoing coaching and career development to support team growth, succession planning, and employee engagement 

• Champion operational excellence through setting clear expectations, driving standards, and modeling company values.  

Customer Experience & Satisfaction  

• Elevate customer experience by strengthening process reliability, reducing friction points, and improving issue resolution times.  

• Ensure customer insights are incorporated into operational decision making and service delivery strategies 

• Enhance end-to-end operational workflows to support superior customer satisfaction and loyalty 

What you bring  

• Must have legal authorization to work in the US on a full-time basis for anyone other than current employer 

• Bachelor’s degree or equivalent combination of education and experience  

• Minimum of 8 years of management experience with a demonstrated record of operational excellence  

• With 10 years of retail deregulated electric market experience, with strong expertise in operations  

• Mastery of billing operations (rate structures, tariffs, taxes/fees, adjustments) and transaction management (market messages, usage flows, lifecycle events) 

• Proficiency with CIS/billing platforms and market transaction systems; understanding of market messaging standards and utility/ISO data flows 

• Track record leading system migrations, conversions, and E2E testing at scale; experience stabilizing post-cutover operations 

• Strong change leadership balancing near-term stability with long-term design and capability build.  

• Experience leading leaders (managers and senior managers), building capability, and shaping culture 

•  Proven ability to lead large teams and manage complex, overlapping projects in a dynamic environment  

• Ability to develop sophisticated controls and performance frameworks for high-stakes operational functions 

• Strong analytical mindset with advanced problem-solving capabilities  

• Thrives in target-driven, fast-changing environments with shifting business priorities  

• Proficiency in Microsoft Office, including advanced Excel  

• Exceptional business writing and communication skills, with the ability to translate technical billing issues into clear, actionable updates for internal and external stakeholders.   

• Demonstrate success working cross-functionally internally and externally to resolve issues and support operational alignment   

• High degree of attention to detail, with a commitment to accuracy, timeliness, and continuous process improvement   

• Ability to operate effectively under pressure, meeting strict deadlines while managing multiple priorities in a fast-moving operational environment  

• A learner mindset with a strong orientation toward innovation, process optimization, and continuous improvement  

• Self-motivated, accountable, and able to work independently while contributing effectively to team goals  

• Strong interpersonal skills, with the ability to build and maintain positive working relationships across all levels of the organization 

Note: This role is a virtual position based in the US 

What we offer 

The base salary range for this position is $115,000 - $173,000 per year.  As pay will be based on various factors, such as relevant work experience, education, certifications, skill level, seniority, and internal equity.  

For regular full-time or regular part-time employees of the Company (participating companies as listed in the Summary Plan Description), insurance coverage options include medical, dental, vision coverage, life Insurance, Business Travel Accident Insurance, and Occupational Accidental Death Benefit programs. Employees also participate in a company pension plan and a 401(k) plan. Paid leave includes up to 6 weeks of paid vacation time, up to 11 paid holidays, and parental leave offering 16 weeks of paid leave for birthing parents, and 8 weeks of paid leave for non-birthing parents. 

Additionally, employees are eligible for short-term disability leave for up to 26 weeks at 100% or 50% of base pay as well as Long-Term Disability insurance. Shell also offers other compensation such financial reimbursement for adoption, wellness, education, and personal learning expenses, and some roles are eligible for discretionary long-term incentives.  For interns, eligible benefits include medical, dental, and vision coverage, life insurance, Business Travel Accident Insurance, and Occupational Accidental Death Benefit programs; participation in a 401(k) plan; and paid leave for up to 11 paid holidays.  Additional information on Shell’s US benefit programs can be found at https://www.shell.us/careers/about-careers-at-shell/rewards-and-benefits.html. 

You bring your skills and experience to Shell and in return you work with talented, committed people on one of the most important challenges facing our planet. You’ll have the opportunity to develop the skills you need to grow in an environment where we value honesty, integrity, and respect for one another. You’ll be able to balance your priorities as you become the best version of yourself. 

• Progress as a person as we work on the energy transition together 

• Continuously grow the transferable skills you need to get ahead 

• Work at the forefront of technology, trends, and practices 

• Collaborate with experienced colleagues with unique expertise 

• Achieve your balance in a values-led culture that encourages you to be the best version of yourself 

• Benefit from flexible working hours, and the possibility of remote/mobile working 

• Perform at your best with a competitive starting salary and annual performance related salary increase – our pay and benefits packages are considered to be among the best in the world. 

• Take advantage of paid parental leave, including for non-birthing parents 

• Join an organization working to become one of the most diverse and inclusive in the world. We strongly encourage applicants of all genders, ages, ethnicities, cultures, abilities, sexual orientation, and life experiences to apply 

• Grow as you progress through diverse career opportunities in national and international teams 

• Gain access to a wide range of training and development programs 

We'd like you to know that Shell has a bold goal: to become one of the world’s most diverse and inclusive companies. You can get to know more about how we're working towards that goal, click here.  

Shell in The United States 

Shell has been in the US for more than 100 years, leading the sector in energy, petrochemicals and refined products.  Today, we provide millions of Americans with the energy needed to heat and cool their homes and power the economy.   

We operate in all 50 states, from our Deepwater platforms in the Gulf of America to the Pennsylvania Chemicals complex and our miles of pipelines throughout the US. 

We reach our customers through our 13,000 branded retail stations, and we are number 1 in gasoline sales. We also own the #1 brand of motor oil in the U.S. – Pennzoil® – made from natural gas. 

We are excited to play a key role in the move to net carbon emissions while providing the oil and gas needed by society for many decades to come.