CX Data 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 strategy leader to join Vivint’s Customer Experience team, of which the mission is to drive customer-centric initiatives across the enterprise and build a trusting relationship with our customers. This candidate will report to the Director, Voice of the Customer and be responsible for defining the strategy and prioritization of customer feedback and escalations. The ideal candidate should be able to develop a succinct strategy plan by connecting the dots from various data sources and break down the strategy plan into tactical steps in the roadmap.

This CX Data Program Manager will work on reducing business service cost by $50-$70M over the next three years, while improving quality and the customer experience.

The successful candidate needs to be someone who can drive results, influence stakeholders, understand systems and processes, and identify opportunities for improvement. We need someone who can flex from vision and strategy to tactical as well as understand data and systems. This individual should be dynamic, flexible, charismatic, and influential.

Who you will work with:

All CXP Pillar leaders. Companywide cross-functional team that spans all departments and organizations.

Primary Responsibilities:

• The individual will help organize, oversee, and analyze the entire portfolio of customer feedback for Vivint.
• Responsibilities include triaging escalations, leading investigations, managing incidents, root causing, and executing strategic containment responses, all while ensuring compliance with privacy regulations
• You will shape strategies to prevent future escalations, collaborating closely with internal and external partners, including law enforcement and policy teams, to ensure effective responses in critical situations
• Your role involves contributing to post-mortem analyses, refining our strategies, and leading the team in developing strong user safety and content moderation practices
• Working with the Research team to design, develop and manage customer experience research projects to meet specific business needs (can be quantitative or qualitative depending on the objectives, e.g., focus groups within a specific state).
• Working with the Analytics team to 1) track key customer experience metrics (e.g., relational NPS, transactional NPS) by geography, customer lifetime, journeys / touchpoints etc.; and to 2) understand the key drivers of customer satisfaction and dissatisfaction.
• This hire will operationalize the function from scratch, creating playbooks, establishing cross-functional relationships, defining success metrics, and scaling the function from an individual contributor to a team leader
• Maintain a positive attitude, steer difficult situations diplomatically, and use data-driven decisions to enhance quality and efficiency
• Build strong relationships across product and engineering for knowledge sharing and feedback, and establish good working relationships with customer-facing teams
• Assess and evaluate processes, technology, and team skill sets to identify gaps, areas to improve, and opportunities for advancement
• Be the agent of change for new business processes, technology, and transformation
• Manage to the organizational and departmental objectives
• Establish and implement relevant metrics and measures for success
• Build future-proof processes and automation to enable scale across teams and products
• Deliver scheduled updates to internal and external stakeholders, including C-level individuals

Required Skills and Education:

• A minimum of bachelor’s degree; MBA preferred.
• Significant experience with PowerPoint, Tableau, and SQL, since these will be your daily toolkit
• Demonstrated ability to communicate clearly with senior leaders, solve complex problems, and think critically
• Experience with tools like Asana, Smartsheets, Jira, etc.
• Experience with business diagramming tools like Lucidchart.
• Experience with big, distributed data (Hadoop, Spark, Hive, Snowflake, etc.)
• Experience with Data Visualization (Tableau, Superset, Matplotlib, ggplot etc)
• Very strong analytical skills with the ability to be a self-starter
• Experience in regular updates to senior executives (VP and above) at a mid-to-large company, with proven success in synthesizing multiple sources of information and creating real and actionable insights for leadership.
• Experience in collaborating in a cross-functional environment and driving alignment with different stakeholders.
• Strong strategic thinking ability and demonstrated business acumen.
• Strong communication and facilitation skills with proven ability to work with diverse teams, develop trustworthy relationships and create influence.
• Strong learning ability to gain deep subject matter depth on a multitude of topics on short notice.
• Self-starter with proven ability to successfully kick-start new initiatives and drive complex issues through analysis and resolution.
• Possess high energy, motivation, and a commitment to both customer and business impacts.

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

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.