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, i