CX Senior 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 both strategic and execution-focused leader to join Vivint's Customer Experience team, whose mission is to drive and deliver customer-centric initiatives across the enterprise and build trusting relationships with our customers.

This Program Manager will lead a single program or multiple programs within our CX group, depending on size and complexity, including multiple project streams that span across Vivint's Innovation, Technology, and broader operational groups (sales, supply chain, field operations, marketing, finance).

What we're looking for:

EXPERIENCE: We are seeking a candidate with extensive program management experience, demonstrated through a proven track record of successfully leading complex, cross-functional initiatives from inception to completion. The ideal candidate will have a strong background in developing and executing strategic project plans, managing budgets, timelines, dependencies, risks, and diverse teams to maintain alignment and achieve organizational objectives. With exceptional organizational, communication, and problem-solving skills, they will have consistently delivered measurable results in dynamic, fast-paced environments, while fostering collaboration and driving stakeholder alignment to ensure program success.

OWNERSHIP: Own the plan, manage scope, schedule, and budget for your assigned program and projects. Understand priorities and create clear plans to deliver. Communicate with and update stakeholders and partners. Set and meet commitments. Set specific release dates and milestones with the team and keep them focused on owning those accountabilities while communicating needs for support or issues that put those at risk.

LEADERSHIP: Know Vivint's strategic priorities, and make sure the team's work is aligned to the top priorities. Partner with support, field, sales, technology, and product teams to deliver impactful solutions and drive joint initiatives. Set schedules and create strong execution plans. Work across teams to review proposed scope and determine Level of Effort (LOE) estimates as well as suitable tradeoffs for quality and business risk.

COMMUNICATION: Create appropriate communications to update the business regularly on status, risks and support needed to be successful. Provide weekly status updates communicating progress towards commitment in terms of scope, schedule, and cost.

RISK AND ISSUE MANAGEMENT: Lead the team to identify risks up front, manage and mitigate them and monitor residual risks and any issues that arise. Track tasks and lead a culture of accountability in the team and across the business. Setup excellent change and risk management practices to keep work on track.

ROOT CAUSE ANALYSIS: Dive deep into customer feedback and escalations data to identify defects and root cause the issues. The ideal candidate will use a data-driven problem-solving approach to develop a succinct strategic plan by connecting the dots from various data sources and work with cross-functional teams to develop a roadmap to resolve these issues. Share insights in PPT and Tableau, pull big data with SQL, and drive value throughout Customer Experience.

Primary Responsibilities:

* Organize and oversee the design and execution of customer journey improvement projects at Vivint that will both positively impact customers and help grow the business

* Help shape strategies to improve customer experiences in collaboration with internal and external partners

* Assist in reviewing customer data, determining root causes, CX gap solutions, and recommendations to the business

* Work with subject matter experts to map out customer flows, investigate gaps, and help define problems

* Working with the Analytics team to track key customer experience metrics by geography, customer lifetime, journeys, touchpoints, etc. and to understand the key drivers of customer satisfaction and dissatisfaction.

* Operationalize the function from scratch by creating processes, 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 the business, foster 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 organizational and departmental objectives

* Establish, implement, track, and report on relevant metrics and measures for success

* Build future-proof processes and automation to enable scale across teams and products

* Ensure quality work in all aspects of of the program, including documentation, executive and stakeholder readouts/presentations,

* Deliver scheduled updates to internal and external stakeholders, including C-level individuals

Required Skills and Education:

• A minimum of bachelor's degree; MBA preferred.
• Eight or more years of CX-related work experience (e.g., customer-facing roles, customer loyalty projects, voice of the customer research, journey mapping, etc.); B2C businesses experience preferred.
• Two or more years of strategy experience with a management consulting firm or an internal strategy team.
• Experienced in giving 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.

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.