Customer Care Performance Optimization 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.

Summary

 

 

Vivint’s Performance Optimization Manager (POM) plays a critical role in elevating both the agent and customer experience through performance enablement, coaching excellence, gamification, and the strategic adoption of AI-powered solutions. This role is responsible for designing, implementing, and continuously optimizing programs that drive employee engagement, performance improvement, sales effectiveness, and customer satisfaction across Customer Care operations.

 

The POM serves as a catalyst for high performance by fostering a coaching-first culture where leaders and employees are empowered with the tools, skills, insights, and feedback necessary to achieve exceptional results. Through data-driven decision making, experimentation, and innovation, the POM identifies opportunities to improve individual and organizational performance while increasing employee engagement and customer outcomes.

 

This role owns the Customer Care gamification strategy and roadmap, ensuring programs inspire healthy competition, reinforce desired behaviors, and support business objectives. Additionally, the POM champions the evaluation and integration of emerging AI technologies to enhance coaching effectiveness, streamline processes, generate actionable insights, and improve both agent and customer experiences.

 

The successful candidate will be a strategic thinker, change agent, and trusted partner who collaborates across the business to build sustainable performance improvement programs and a best-in-class coaching environment.

 

This position may potentially be performed remotely.

 

 

Primary Responsibilities

 

Coaching & Performance Enablement

• Design, implement, and govern a scalable coaching framework that drives measurable improvements in performance, customer experience, employee development, and sales effectiveness across both onshore and partner sites.
• Establish coaching standards, best practices, and accountability measures that create a consistent coaching culture throughout Customer Care.
• Partner with operational leaders to strengthen coaching effectiveness through observation, feedback, analytics, and continuous development.
• Identify performance trends and root causes, translating insights into targeted coaching strategies and development initiatives.
• Champion a culture of continuous learning, growth, and accountability that empowers employees to achieve their highest potential.

 

Gamification Strategy & Employee Engagement

• Create and maintain a Customer Care engagement and gamification roadmap leveraging the Elevate platform and related technologies.
• Continuously evaluate program effectiveness, rapidly test new ideas, measure outcomes, and iterate strategies to maximize employee engagement and business results.
• Develop innovative recognition, motivation, and behavioral reinforcement programs that align employee actions with organizational goals.
• Monitor participation and performance metrics to ensure gamification initiatives drive meaningful and measurable impact.

 

AI Enablement & Innovation

• Identify, evaluate, and champion emerging AI technologies and capabilities that improve coaching, quality, performance management, employee engagement, and customer experiences.
• Partner with stakeholders to incorporate AI-driven insights, automation, and performance support tools into existing workflows and processes.
• Promote AI literacy and adoption across Customer Care by helping leaders and employees leverage AI responsibly and effectively.
• Stay informed on industry trends and advancements in AI, analytics, workflow automation, and performance enablement technolog