Manager of Operation Tools and Strategy

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 Manager, NRG Initiatives, Care Tools & Systems is responsible for owning and leading the execution of enterprise energy initiatives, core Customer Care tools, and internal AI platforms that drive efficiency and performance across Care teams. This role m serves as the primary Care owner for NRG initiatives, call center execution of those initiatives systems, and AI-enabled tools. The Manager partners closely with NRG, Product, Technology, Operations, and Care Leadership to ensure scalable rollout, operational readiness, and sustained performance of both large-scale enterprise programs and smaller, iterative enhancements.

• Own Customer Care execution for NRG-driven initiatives including Smart Home Energy Savings, Vivint Home Base Essentials, and Direct Energy enrollment.
• Partner with NRG, Product, and Technology teams to understand initiative scope, timelines, and Care impacts.
• Lead Care readiness planning including process design, system changes, training coordination, and phased rollouts.
• Monitor post-launch performance and drive continuous optimization to improve Care efficiency and customer experience.

• Serve as the Care owner for critical agent-facing tools and platforms, including Citrix and other productivity systems.
• Partner with Technology and Operations teams to monitor system performance, identify trends, and prioritize improvements.
• Oversee testing, validation, and stabilization efforts for system changes impacting Care workflows.

• Help own and scale internal AI tools that support Customer Care operations and leadership efficiency.
• Partner on Care use cases and adoption for platforms such as Microsoft Copilot, Service Cloud Voice AI capabilities, and internally built AI coaching tools.
• Ensure AI tools are operationally embedded, well-documented, and aligned to supervisor and agent workflows.
• Identify opportunities where AI can drive measurable gains in productivity, quality, and decision-making for Care leaders.

• Own Care asset planning related to NRG initiatives, tools, and AI platforms including licenses, access, and capacity needs.
• Coordinate with Finance, Technology, and Operations partners to ensure teams are properly equipped to support growth and change.
• Maintain visibility into current-state and future-state Care capability needs.

• Act as the primary Care point of contact for enterprise initiative intake and prioritization.
• Drive alignment across stakeholders on responsibilities, timelines, and dependencies.
• Deliver executive-ready updates, dashboards, and program documentation.

• 2-3ears of experience in program management, operations, platform enablement, or related roles.
• Strong experience supporting Customer Care, Contact Center, or Operations environments.
• Proven ability to lead complex, cross-functional initiatives.
• Excellent written and verbal communication skills.

• Experience supporting energy, utilities, smart home, or subscription-based services.
• Familiarity with agent desktop platforms, AI-enabled tools, and automation technologies.
• Experience scaling enablement, SOPs, and operational change across large Care organizations.

This role is critical to ensuring NRG initiatives, Care systems, and AI investments deliver real operational impact. By combining strong people leadership, platform ownership, and execution rigor, this Manager enables Customer Care to scale efficiently while improving both customer and agent experiences.

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.