CX Senior Program Manager

Welcome to the intersection of energy and home services. At NRG, we’re driven by our passion to create a smarter, cleaner and more connected future.

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.

The Role:

We are seeking a both strategic and execution-focused leader to join Vivint’s Customer Experience team, whose mission is to drive and deliver customer-centric initiatives across the enterprise and build trusting relationships with our customers.

 

This Program Manager will lead a single program or multiple programs within our CX group, depending on size and complexity, including multiple project streams that span across Vivint’s Innovation, Technology, and broader operational groups (sales, supply chain, field operations, marketing, finance). 

 

What we’re looking for:

 

EXPERIENCE: We are seeking a candidate with extensive program management experience, demonstrated through a proven track record of successfully leading complex, cross-functional initiatives from inception to completion. The ideal candidate will have a strong background in developing and executing strategic project plans, managing budgets, timelines, dependencies, risks, and diverse teams to maintain alignment and achieve organizational objectives. With exceptional organizational, communication, and problem-solving skills, they will have consistently delivered measurable results in dynamic, fast-paced environments, while fostering collaboration and driving stakeholder alignment to ensure program success.

 

OWNERSHIP: Own the plan, manage scope, schedule, and budget for your assigned program and projects. Understand priorities and create clear plans to deliver.  Communicate with and update stakeholders and partners.  Set and meet commitments. Set specific release dates and milestones with the team and keep them focused on owning those accountabilities while communicating needs for support or issues that put those at risk.

 

LEADERSHIP: Know Vivint’s strategic priorities, and make sure the team’s work is aligned to the top priorities.  Partner with support, field, sales, technology, and product teams to deliver impactful solutions and drive joint initiatives. Set schedules and create strong execution plans.  Work across teams to review proposed scope and determine Level of Effort (LOE) estimates as well as suitable tradeoffs for quality and business risk.

 

COMMUNICATION: Create appropriate communications to update the business regularly on status, risks and support needed to be successful.  Provide weekly status updates communicating progress towards commitment in terms of scope, schedule, and cost.

 

RISK AND ISSUE MANAGEMENT: Lead the team to identify risks up front, manage and mitigate them and monitor residual risks and any issues that arise. Track tasks and lead a culture of accountability in the team and across the business. Setup excellent change and risk management practices to keep work on track.

 

ROOT CAUSE ANALYSIS: Dive deep into customer feedback and escalations data to identify defects and root cause the issues. The ideal candidate will use a data-driven problem-solving approach to develop a succinct strategic plan by connecting the dots from various data sources and work with cross-functional teams to develop a roadmap to resolve these issues. Share insights in PPT and Tableau, pull big data with SQL, and drive value throughout Customer Experience.

 

Primary Responsibilities:

·         Organize and oversee the design and execution of customer journey improvement projects at Vivint that will both positively impact customers and help grow the business

·         Help shape strategies to improve customer experiences in collaboration with internal and external partners

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