Job Description

Welcome to the intersection of energy and home services. At NRG, we’re driven by the idea of a smarter, cleaner, more connected future—and the possibilities that will bring to the world and to the 7.3 million customers we serve.

Vivint Smart Home, an NRG-owned company, is a leading smart home company in the United States, dedicated to redefining the home experience with intelligent products and services. We find purpose in proactively protecting and keeping our customers connected to home, no matter where they are. Join the Smart Home team to create smarter, safer, and more sustainable homes. More information is available at www.nrg.com or www.vivint.com. Connect with NRG and Vivint on Facebook, Instagram, LinkedIn and X.

The Role:

We are seeking a strategy leader to join Vivint’s Customer Experience team, of which whose mission is to drive customer-centric initiatives across the enterprise and build a trusting relationship with our customers. This candidate will report to the Director, Voice of the Customer, and be responsible for defining the strategy and prioritization of customer feedback and escalations. The ideal candidate should be able to develop a succinct strategy plan by connecting the dots from various data sources and breaking down the strategy plan into tactical steps in the roadmap. Use a data-driven problem solving approach. Share insights in PPT and Tableau, pull big data with SQL, and drive value throughout Customer Experience.

This Project Manager will work on reducing business service costs by $50-$70M over the next three years while improving quality and the customer experience. The successful candidate needs to be someone who can drive results, influence stakeholders, understand systems and processes, and identify opportunities for improvement. We need someone who can flex from vision and strategy to tactical as well as understand data and systems. This individual should be dynamic, flexible, charismatic, and influential.

Who you will work with:

All CXP Pillar leaders. Company-wide cross-function team.

Primary Responsibilities:

• · The individual will help organize and oversee the escalations program at Vivint quantify, root cause, report out, and ultimately help drive down escalations.

• Responsibilities include triaging escalations, leading investigations, managing incidents, and executing strategic containment responses, all while ensuring compliance with privacy regulations

• You will shape strategies to prevent future escalations, collaborating closely with internal and external partners, including law enforcement and policy teams, to ensure effective responses in critical situations

• Your role involves contributing to post-mortem analyses, refining our strategies, and leading the team in developing strong user safety and content moderation practices

• Working with the Research team to design, develop, and manage customer experience research projects to meet specific business needs (can be quantitative or qualitative depending on the objectives, e.g., focus groups within a specific state).

• Working with the Analytics team to 1) track key customer experience metrics (e.g., relational NPS, transactional NPS) by geography, customer lifetime, journeys/touchpoints, etc.; and 2) understand the key drivers of customer satisfaction and dissatisfaction.

• This hire will operationalize the function from scratch, creating playbooks, establishing cross-functional relationships, defining success metrics, and scaling the function from an individual contributor to a team leader

• Maintain a positive attitude, steer difficult situations diplomatically, and use data-driven decisions to enhance quality and efficiency

• Build strong relationships across product and engineering for knowledge sharing and feedback, and establish good working relationships with customer-facing teams

• Assess and evaluate processes, technology, and team skill sets to identify gaps, areas to improve, and opportunities for advancement

• Be the agent of change for new business processes, technology, and transformation

• Manage to the organizational and departmental objectives

• Establish and implement relevant metrics and measures for success

• Build future-proof processes and automation to enable scale across teams and products

• Ensure quality work in all aspects of Escalation Management in support tickets, customer-facing Root Cause Analysis (RCA) documents, senior executive readouts as applicable, etc

• Deliver scheduled updates to internal and external stakeholders, including C-level individuals

Required Skills and Education:

• A minimum of bachelor’s degree; MBA preferred.

• Significant experience with PowerPoint, Tableau, SQL, Snowflake, NLP modeling, and Salesforce since these will be your daily toolkit

• Six or more years of CX-related work experience (e.g., customer-facing roles/customer loyalty projects / VOC research/journey mapping, etc.); B2C businesses preferred.

• Two or more years of strategy experience with a management consulting firm or an internal strategy team.

• Experience in regular updates to senior executives (VP and above) at a mid-to-large company, with proven success in synthesizing multiple sources of information and creating real and actionable insights for leadership.

• Experience in collaborating in a cross-functional environment and driving alignment with different stakeholders.

• Strong strategic thinking ability and demonstrated business acumen.

• Strong communication and facilitation skills with proven ability to work with diverse teams, develop trustworthy relationships, and create influence.

• Strong learning ability to gain deep subject matter depth on a multitude of topics on short notice.

• Self-starter with proven ability to successfully kick-start new initiatives and drive complex issues through analysis and resolution.

• Possess high energy, motivation, and a commitment to both customer and business impacts.

  Here are some highlighted perks you should ask us about:

• Free daily lunch and drinks on-site

• Paid holidays and flexible paid time away

• Employee/Friends/Family Discounts

• Onsite health clinic, gym, gaming tables

• Medical/dental/vision/life coverage & 24/7 Medical Hotline

• 401(k) + Employer Match

• Employee Resource Groups

  WORKING CONDITIONS:

  This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

  SAFETY:

  We enforce a safety culture whereby all employees have the responsibility for continuously developing and maintaining a safe working environment. Each new employee is responsible for completing all training requirements. Additionally, the employee must accept they have responsibility for maintaining the safety of themselves, their co-workers, and the public. Employees must adhere to all written and verbal instructions, promptly report and correct all hazards or unsafe conditions, question non-standard operations or unmitigated hazards, and provide feedback to management on all safety issues.

  If you are an active Vivint employee, please apply through Workday by searching "Find Jobs".

If you are an active Vivint employee, please apply through Workday by searching "Find Jobs".

Vivint, an equal opportunity employer, does not consider any protected traits (e.g., race, creed, color, religion, gender, national origin, non-job-related disability, age, or any other protected trait) when hiring—under federal, state, and local laws. We are a drug-free environment. We do not conduct pre-employment drug screening; however, we do conduct random drug testing on site.