Job Description

Welcome to the intersection of energy and home services. At NRG, we’re driven by the idea of a smarter, cleaner, more connected future—and the possibilities that will bring to the world and to the 7.3 million customers we serve. 

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

Summary:

The Customer Care Project Manager is responsible for driving projects, process improvements, technology enhancements, and performance optimization within the contact center to elevate the overall customer experience. This role requires a strategic thinker who can gather and analyze data from multiple sources, collaborate with senior leadership and cross-functional teams, and implement effective solutions. The ideal candidate will possess strong project management skills, the ability to influence and lead teams, and a passion for continuous improvement. Experience with contact center AI capabilities will be a valuable asset in leveraging advanced technologies to enhance customer interactions and drive efficiency.

Primary Responsibilities:

• Gather insights from customer research, industry best practices, and stakeholder requirements.
• Develop project plans, define requirements, create roadmaps and strategies, and execute initiatives.
• Identify root causes of issues and influence product and senior leaders to enhance technologies and products to achieve project goals.
• Collaborate with senior leadership to understand and meet their needs and requirements.
• Prioritize projects and features based on their impact and alignment with the team's long-term goals and strategy.
• Provide project status updates and performance metrics to key stakeholders.
• Contribute to the shaping and execution of the overall customer experience vision and strategy.
• Ensure projects remain on track by adhering to project management principles and internal processes.
• Engage with and influence cross-functional team members to ensure alignment and contribute to a seamless, positive customer experience.

Required Skills, Experience, Education:

• Bachelor’s degree in business, a technical field, or equivalent work experience and training.
• Proven ability to develop project strategies, align stakeholders and drive initiatives throughout the project life cycle.
• Strong planning and execution skills, with the ability to define and articulate a clear vision, create actionable roadmaps, and drive team execution.
• Demonstrated ability to lead, influence, solve problems, analyze operational data, understand complex financials, and validate hypotheses.
• Excellent communication skills, capable of simplifying complex data and problems.
• High energy, drive, passion, persistence, and attention to detail for continuous improvement.
• Proficiency in meeting facilitation, communication, and presentation.
• Proficiency with Microsoft Office Suite.
• A proven track record of delivering results through individual efforts and collaborative teamwork.
• Ability to work under pressure and meet deadlines.
• Experience in effective communication across organizational levels, both in writing and verbally.
• Experience in business operations, improving customer experience, continuous process improvement, and/or cost savings.

Preferred Skills, Experience, Education:

• MBA

• Project Management certifications and experience (e.g., CAPM, PMP, PMI-ACP).
• Lean Six Sigma certification.
• Experience with project management tools (e.g., Asana, Smartsheet, Jira) and business diagramming tools (e.g., Lucidchart).
• Experience with Salesforce, Snowflake/SQL, and Tableau reporting.
• Familiarity with contact center AI capabilities.

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

Here are some highlighted perks you should ask us about:

• Free daily lunch and drinks on-site
• Paid holidays and flexible paid time away
• Employee/Friends/Family Discounts
• Onsite health clinic, gym, gaming tables
• Medical/dental/vision/life coverage & 24/7 Medical Hotline
• 401(k) Employer Match
• Employee Resource Groups

WORKING CONDITIONS:

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

SAFETY:

Vivint enforces a safety culture whereby all employees have the responsibility for continuously developing and maintaining a safe working environment. Each new employee is responsible for completing all training requirements. Additionally, the employee must accept they have responsibility for maintaining the safety of themselves, their co-workers, and the public. Employees must adhere to all written and verbal instructions, promptly report and correct all hazards or unsafe conditions, question non-standard operations or unmitigated hazards, and provide feedback to management on all safety issues.

If you are an active Vivint employee, please apply through Workday by searching "Find Jobs".