Provider Relations Team Lead

Provider Relations Team Lead

Department: Synergy Harvest (Provider Relations)

Location: In Office, Hybrid (In office Tuesday, Wednesday, and Thursday), or Fully Remote if located outside of the HWA zip codes.

Overview

Provider Relations Team Leads (TL) operate at a high level, focusing on operational oversight, strategic utility partnership execution, workflow optimization, and high-stakes advocacy. Team members and cross-functional partners will look to you for leadership, direct guidance, escalation resolution, and process direction. You will coordinate with Senior Team Leads and departmental leaders across Conservice (including Harvest, Onboarding, Synergy Managers, Account Managers, Data Integrity, Activations, and PayOps) to identify operational needs and execute strategic initiatives. You will lead by example through extreme ownership of team metrics, continuous mentorship, and proactive problem-solving to eliminate utility payment friction, minimize late fees, and prevent service disconnects.

Responsibilities

• Macro Operational Oversight: Oversee daily operations of the Provider Relations team, ensuring internal Service Level Agreements (SLAs) for request forms and queue resolution are met consistently.
• High-Stakes Escalation Management: Serve as the secondary escalation point for complex provider standoffs, negotiating directly with senior utility management to resolve payment processing bottlenecks and secure acceptable operational terms.
• Strategic Root-Cause Correction: Systematically analyze operational failure data—including late fee accumulation, disconnect frequencies, and payment delays—to design and deploy comprehensive corrective action plans.
• AI & Advanced Data Analytics: Embrace and champion company-approved AI and data automation tools to analyze utility datasets, isolate high-risk providers, and automate trend identification.
• Cross-Functional Enablement: Partner directly with leadership in Harvest, Onboarding, Synergy Managers, Account Managers, Data Integrity, Activations, PayOps, and others to deliver targeted training, share provider-specific rules, and rebuild failing inter-departmental workflows.
• Leadership & Team Mentorship: Mentor, coach, and strategically develop Assistant Team Lead (if applicable) and Specialists, ensuring consistent resolution quality and preparing team members for leadership growth. Lead by example regarding company policies, professional standards, punctuality, and attendance.
• KPI & Metric Tracking: Take ultimate accountability for team-coded metrics, providing daily, weekly, and monthly reporting on key performance indicators, late fee reductions, and disconnect prevention.
• Queue & Pacing Management: Monitor daily workflow queues, track monthly pacing, and dynamically adjust work assignments to meet departmental SLAs and deadlines.
• Process Innovation & Optimization: Continuously evaluate existing procedures, leading project initiatives to optimize payment delivery, lower processing costs, and establish standardized documentation.

Qualifications

• 1+ year with the company with formal or informal leadership experience preferred.
• Deep working knowledge of Provider Relations, Synergy processes, or Payment Operations (PayOps) preferred.
• Proven ability to lead, mentor, and delegate workload effectively across a team.
• Exceptional negotiation tactics and high emotional intelligence, with demonstrated resilience when handling challenging utility negotiations.
• Strong analytical and data proficiency, with experience using data to diagnose root causes and leverage AI/automation tools.
• Excellent verbal and written communication skills across operational leads, developers, and executive utility representatives.
• Highly proficient with Google Workspace applications and Conservice software systems.
• Proactive initiative and strong time-management skills to manage multiple strategic projects simultaneously under tight deadlines.