Field Onboarding Experience Coordinator

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 Onboarding & Offboarding Coordinator supports the 0-90 day experience for Field and Supply Chain professionals ( Pros ), from recruiting handoff through on-schedule readiness and exit, if applicable. This role sits within Field & Supply Chain Operations and focuses on improving real-world workflows—not recruiting or HR decision-making.

This role is both people-facing and insight-driven. Early success in this role will come from deep discovery: listening to Pros and field leaders, understanding where experiences break down, and turning those insights into clear, actionable improvements across workflows, systems, documentation, and cross‑functional handoffs.

This role is for someone who enjoys untangling messy processes, building trust with frontline teams and leaders, and making work easier for real people. They listen first, spot patterns across systems and experiences, and help turn insights into practical improvements that help the field succeed.

• Coordinate the end-to-end onboarding process for Field Pros, ensuring a smooth and consistent experience from the time a candidate is hired in the system, through on‑schedule readiness.
• Partner with Training, Talent Acquisition, HR onboarding operations, Fleet, Licensing, Field Ops, Supply Chain, and Compliance teams to ensure handoffs are clean and expectations are aligned.
• Monitor onboarding progress, identify breakdowns early, and intervene to keep Pros on track for on‑schedule readiness.

• Coordinate offboarding processes for departing Pros in partnership with managers and cross‑functional teams.
• Support a professional, respectful offboarding experience that protects the company while treating individuals with dignity.
• Assist in capturing offboarding insights and feedback where appropriate.

• Act as a trusted, responsive point of contact for:
• Field and Supply Chain Pros
• Field Managers and Regional Leaders
• Provide clear, timely, and empathetic communication— especially in high‑stress or time‑sensitive situations.
• Troubleshoot issues across systems, processes, or handoffs, escalating when necessary and following through to resolution.

• Conduct listening sessions, shadowing, and check‑ins with new Pros and field leaders during the first 90 days to understand what is working and where friction exists.
• Identify patterns across onboarding and offboarding experiences and distinguish one‑off issues from systemic breakdowns.
• Translate qualitative feedback into structured insights, themes, and data that can be used to inform decisions and prioritize improvements.
• Partner with the Senior Manager of Onboarding & Offboarding in Field Operations to test, iterate, and refine onboarding workflows, tools, and guidance based on real field input.
• Help ensure improvements are practical, scalable, and aligned to how work actually happens in the field.

• Help improve system integrations and handoffs by identifying where tools, data, or ownership gaps create delays or confusion.
• Support the continuous improvement of onboarding and offboarding processes by:
• Identifying friction points, delays, or recurring issues
• Recommending improvements to workflows, tools, and communication
• Helping document standard operating procedures (SOPs) and best practices
• Partner with leaders to help scale onboarding and offboarding operations as the organization grows.

• Ensure data accuracy and timely updates to dashboards or reports…