Manager, VOC Platform & Tools

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The Manager, VOC Platform & Tools is responsible for the operational health, governance, and continuous improvement of NRG Energy's Voice of the Customer and insights technology ecosystem. This role owns the day-to-day management of our VOC survey platform, and our insights and knowledge management platform, co-owns the team's SharePoint and knowledge management infrastructure, and ensures our survey programs run reliably, our data is clean and actionable, and our team has the tools, structure, and documentation to work efficiently and share knowledge effectively.

This is a highly cross-functional role. You will partner with CX analysts, data engineers, IT, and business stakeholders across NRG's retail energy brands to configure surveys, manage platform users, maintain data integrations, and support the intake and execution of ad hoc research requests. You will report to the Director, VOC Programs & Innovation.

• Own day-to-day platform administration: user management, access controls, and license governance across the enterprise VOC survey platform
• Manage recipient list file processing, automated export schedules, and survey distribution workflows
• Maintain survey email templates, pre-launch QA, and deployment checklists for all active survey programs
• Configure and maintain embedded data fields, survey logic, and branching structures in coordination with survey design leads
• Monitor and maintain closed-loop case management workflows; escalation routing issues to the appropriate team
• Own survey response rate tracking and reporting in Qualtrics dashboards

• Serve as the primary platform administrator for NRG's insights and knowledge management platform, which enables research discovery, AI-powered insight generation, and stakeholder knowledge sharing
• Manage user provisioning, permissions, and contributor governance across the team Team Knowledge Management & Information Flow
  • Co‑own the CX & Insights team SharePoint and associated Teams channels alongside the Manager of CX & Insights; own the platform structure, permissions, and content organization standards
  • Establish and enforce team‑wide best practices for how research outputs, documentation, and platform artifacts are stored, organized, and shared, moving the team toward a centralized knowledge environment
  • Define and maintain a consistent folder taxonomy, naming conventions, and permissions structure across SharePoint and Teams channels
  • Partner with the Manager of CX & Insights on team adoption of knowledge management standards and practices, including onboarding new team members to standards and driving consistent usage
  • Maintain and evolve knowledge repositories over time as the team's tools, programs, and needs grow
  Survey Operations
  • Support the design and execution of ongoing CX survey programs (Relationship, Welcome, Care, Exit, and others) in coordination with the VOC Director
  • Build and configure ad hoc and internal customer surveys from intake through deployment and reporting
  • Maintain the current Home Protect Post‑Claim Survey and other specialty survey programs as assigned
  • Manage temporary research question requests in active CX surveys via the Asana intake process
  Data Infrastructure Collaboration
  • Partner with the VOC Data & Analytics Manager on Snowflake data pipeline development for survey response delivery
  • Support data field documentation, metadata standards, and data dictionary maintenance across platforms
  • Coordinate with IT and data engineering contacts on platform integrations and API connections
  Platform Documentation & Governance
  • Maintain current documentation of all platform configurations, integrations, and operational procedures
  • Build and steward a technology inventory for the VOC Programs & Innovation team
  • Sup…