Software Issues 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

In this role, you will drive software quality by creating robust processes that connect technical performance to customer success. Your analytical prowess, stakeholder management, and communication skills are critical to identifying and resolving software issues, ensuring seamless customer experiences. Join us to make a measurable impact through data-driven insights and cross-functional collaboration.

Primary Responsibilities

• Develop and implement phase-gating processes for software QA releases to ensure high-quality deliverables.
• Create systematic approaches to track, categorize, and prioritize software issues based on their impact on customers.
• Establish repeatable frameworks for quality decision-making across multiple teams.
• Translate customer pain points and service costs into actionable insights for engineering teams.
• Empower customer care leadership with clear metrics and analyses to understand technical and operational impacts.
• Quantify the financial impact of software issues through service cost calculations and projected savings analyses.
• Identify risk indicators in product metrics to proactively address potential customer issues – Lead ML Training efforts.
• Build standardized root cause analysis and resolution processes to prevent issue recurrence.

Required Skills and Education

• Experience:
• 5+ years in process management, business analytics, or program management roles.
• 3+ years coordinating across multiple departments without direct oversight.
• Proven success in creating structured processes and governance frameworks in complex environments.
• Experience partnering with technical teams to translate technical concepts for business stakeholders.
• Skills:
• Strong analytical skills to connect data patterns to business and customer impact.
• Exceptional stakeholder management and cross-functional influence to drive collaboration.
• Expertise in process design and documentation to streamline operations.
• Proficiency in cost analysis and business case development to support decision-making.
• Clear, concise communication tailored to technical and executive audiences.
• Proficiency with JIRA or similar project management tools.
• Familiarity with software development workflows (nice to have) and customer service operations (a must)
• Basic knowledge of data analysis tools and business intelligence concepts.
• Preferred Qualifications:
• Lean/Six Sigma or PMP certification.
• Background in technology, consumer electronics, or IoT industries.
• Experience with SQL, data visualization tools, or business intelligence platforms.
• Familiarity with formal quality tools such as RCA, statistical process control

NRG Energy is committed to a drug and alcohol-free workplace. To the extent permitted by law and any applicable collective bargaining agreement, employees are subject to periodic random drug testing, and post-accident and reasonable suspicion drug and alcohol testing. EOE AA M/F/Vet/Disability. Level, Title and/or Salary may be adjusted based on the applicant's experience or skills.  

Official description on file with Talent.