Customer Solutions Manager, Partner Management

Welcome to the intersection of energy and home services. At NRG, we’re all about propelling the next generation of leaders forward. We are driven by our passion to create a smarter, cleaner and more connected future. We deliver innovative solutions that make our customers’ lives easier—helping them power, protect, and intelligently manage their homes and businesses. To do this, we need creative and talented people to join our company.

We offer a dynamic work environment and a unified and inclusive culture. NRG fosters a strong sense of belonging that leads to better collaboration and business performance. Our company programs are designed to help employees develop the skills they need for success now and in the future. In everything we do, we aim to champion our employees and bring value to our customers, investors and society.

More information is available at www.nrg.com. Connect with NRG on Facebook, Instagram, LinkedIn and X.

Our mission is to redefine the home experience through intelligently designed products and services delivered to every home by people who care.

Who Are We:

Vivint is a leading smart home company in North America. Vivint delivers an integrated smart home system with in-home consultation, professional installation and support delivered by its Smart Home Pros, as well as 24/7 customer care and monitoring. Dedicated to redefining the home experience with intelligent products and services, Vivint serves more than 1.7 million customers.

 Vivint was named to the Forbes list of “America’s Best Employers for Diversity” in 2020 and 2019, and to the Forbes list of “America’s Best Employers” in 2018. The company has a strong commitment to philanthropy and received a 2020 Gold Halo Award from Engage for Good for group volunteerism. Vivint is the largest tech employer in Utah and has received multiple awards for innovation, including being named among Fast Company’s “World’s 50 Most Innovative Companies.”

What we’re looking for:

JOB RESPONSIBILITIES:

• Develops and manages the business relationships with our contact center partners (international travel will be required)
• Execution of ongoing partner strategy, including partner selection, while managing all aspects of contract negotiation and contract adherence 
• Manages partner budget for monthly Headcount Allocation, Invoice Reconciliation and Annual planning
• Designs and delivers CPI strategies to achieve and exceed Key Performance Indicators across Care Departments
• Ensures partner compliance with strategies, tactics, objectives and initiative
•  Develops and implements approved process and/or operational improvements, and verifies adherence to policy
• Working with Service Delivery Team focused on improving the customer experience within our partner sites, with one direct report focused on Invoicing and Contractual adherence

 

 

REQUIRED SKILLS:

• Demonstrated history of delivering business and financial results through individual efforts and collaborative teamwork
• Demonstrated Leadership skills with proven ability to influence outside of your direct control
• Project Management experience and skillset
• Superior interpersonal and communication skills
• Excellent time management skills
• Ability to think strategically and utilize strong creative problem-solving skills 
• Experience with Contact Center/BPO Contractual language and terms
• Ability to analyze operational data and provide data-driven recommendations
• Executive verbal and written communication as well as strong data visualization and presentation skills
• Microsoft Office (PowerPoint, Excel, Word) skills required
• 6 Sigma Greenbelt preferred

  MINIMUM QUALIFICATIONS:

•          4+ years of progressive Contact Center and/or BPO vendor management experience.
•       Experience managing contact center operations
•       Knowledge of contact center industry with some depth of technical expertise, i.e., tools, systems, processes, etc.
• Bachelor’s degree or equivalent work experience required
• Project Management and/