Product Management & Development (Information & Communication Technology)Full timeBecome Solstice Energy Retail's trusted electricity market expert.About UsSolstice Energy is based in Tasmania and is the state's leading natural gas company with over 20 years' expertise in gas transmission, distribution, transportation and retailing.With offices in Launceston and Hobart, and operations that span Tasmania, and regional Victoria, Solstice Energy is driven by its customers' current and future needs with a clear vision to support Australia's transition to a cleaner energy future.As part of our future energy pathway, Solstice Energy is exploring the possibilities that exist with hydrogen, biomethane and other green, renewable gases. We want to work together with our communities so that we can continue to provide safe, reliable and continuous fuel options for our customers.About the RoleThe Product Manager, Retail Operations, is responsible for managing (market) interactions between SER (and our billing system) and other entities such as Tas Networks, Yurika and AEMO. The Product Manager ensures that SER customer accounts are managed in accordance with market rules and regulations and resolves any system issues to ensure efficient and effective delivery of operational objectives.Reporting to the Head of Customer Service & Operations, the Product Manager will be the expert in electricity market interactions and will ensure customer accounts and market interactions are updated accurately. The role is a key liaison between the customer service and billing team and market providers.Key AccountabilitiesThe Product Manager role involves both external stakeholder engagement and day-to-day operational tasks and activities which are crucial in helping Solstice Energy meet its key operational and customer objectives and targets. The Product Manager will be part of a team that works closely together with the customer at the heart of everything that we do.OperationalManage market-based queries and triage customer-specific service orders as they arrive.Understand interaction requirements between Solstice and its key vendors to ensure smooth operation in the Australian Energy Market.Provide advice and support to the broader Retail team regarding market interactions, service orders, and AEMO-specific transactions.Collaborate with the Solstice IT team to assist in planning and managing system upgrades, providing support for managing issues with key systems as necessary.Ensure all tasks are undertaken in line with compliance obligations.LeadershipPlan, monitor, and coordinate workflow with the Head of Customer Service & Operations, ensuring team service delivery meets customer and stakeholder expectations.Serve as an external interface for the team where an overall approach is required.Proactively initiate and develop quality improvements to team practices and processes.Provide effective support and encouragement to team members.A minimum of three years' experience in a role focused on technical elements of the Australian Electricity Market.What You'll Bring To The RolePrevious experience or exposure to MSATS and energy market interactions.Ability to lead a solution-focused approach to technical problems integrate these solutions into the business as usual (BAU) operations.Capability to be adaptable and work effectively and efficiently in diverse environments.Well-developed interpersonal, negotiation, communication and problem-solving skills.Strong analytical, planning and organizational skills.The ability to set and work within agreed priorities and delegate appropriately to achieve outcomes within timeframes.Excellent written and oral communication skills.High level of professionalism and confidentiality.Demonstrated ability to deliver in a customer service-oriented environment.Strong attention to detail.Demonstrated capacity to excel both independently and collaboratively in demanding situations.Willingness to travel to other Solstice Energy sites when required.Qualifications:A tertiary qualification in information technology would be highly regarded.Demonstrated knowledge of Australian Electricity and Gas Markets and the platforms that support them.What we can offerWe believe in providing our staff with a work environment that is happy and harmonious. Our benefits program aims to help you better manage your total lifestyle needs and reward you for being part of the Solstice Energy team.Competitive Remuneration and Salary Packaging OptionsPaid Study Leave and Educational SupportProfessional MembershipFlexible WorkingCommunity Support InitiativesIf you are interested in being a part of Solstice Energy and the energy industry, then we would love to hear from you.How to applyTo apply please attach your CV and cover letter.Solstice Energy are committed to creating a workforce that actively embraces diversity, inclusion and a sense of belonging is key to our success. We believe in treating everyone fairly which means that inclusion, removing barriers, striving for equity and embracing diversity are woven through our values and behaviours. We encourage applications from all backgrounds and communities and are committed to providing a work environment that enables you to thrive, whatever your circumstances. If we can provide support with access requirements, alternative work arrangements please advise us via your application.
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