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:The Sr. Director of Field Support is responsible for the Scheduling, and Support teams in accomplishing the strategic and operational plans for the Field Operations organization.  This will involve directing other people leaders in ensuring operational alignment, realization of KPI’s/targets, team development, and ensuring successful support of the field leadership and frontline workforce. The overarching responsibility is to optimize productivity within the Field Operations organization by continuously improving utilization through quality and efficient scheduling practices while also improving efficiency of service visits. Additionally, this position will lead key strategic initiatives to improve results and drive innovation in Field Operations. This role will interact with leaders across business functions to identify, structure, analyze, track, and deliver strategic projects touching multiple functions. In addition, this role will provide periodic analytics and project support directly to the COO and will provide significant opportunity for interaction with the rest of Vivint’s Executive Leadership Team. This position will report to the SVP of Field Operations.Essential Functions/Responsibilities:

• Scheduling (90 FTEs): Leads the scheduling team to schedule and reschedule customer appointments in an efficient and cost-effective manner while maintaining excellent service to customers and delivering promised service levels to internal partners
• Efficiency (2 FTES): Identifies opportunities for increasing the efficiency of service and install work orders through data collection and analysis and best practice identification and adoption
• Acts as a thought partner and subject matter expert on a defined problem-solving process to drive large strategic and operational initiatives
• Assists COO and SVP of Field Operations with creating and refining senior executive presentations
• Creates relevant communication mechanisms (e.g., PowerPoint presentations, excel models, templates) needed to drive organizational understanding, decisions, and action for strategic projects
• Contributes to the Field Operations Leadership Team as a functional lead and engages in High Performing Team interactions with peers
• Develops and maintains an external perspective on competitive offerings and behavior
• Partners with other functional leaders in Innovation, Supply Chain, Finance, Sales, HR, and other Operations functions to ensure proper service delivery and solutioning of business needs
• Creates and operates within an annual operating budget
• Develops overall leadership abilities of leaders within the organization and establishes an environment of high employee engagement

Required Skills:

• Expert ability to clearly and concisely communicate difficult and nuanced problems and solutions
• Expert ability to structurally and systematically analyze and solution problems
• Expert ability to use Microsoft PowerPoint and Excel to build presentations for executive-level review
• Skilled in leading teams and developing leaders
• Skilled in operating in large information system / ERP environments
• Skilled in statistics/data analysis
• Ability to work and influence cross functionally to drive execution and implementation of projects
• Preferable to have experience in project management
• Preferable to have accounting/financial/business analysis experience
• Desire to learn and improve self, team, and solution

Learn about the Vivint Culture and why it’s a great place to grow your career!

Here are some highlighted perks you should ask us about:

• Free daily lunch and drinks on site
• Paid holidays and flexible pai