Revenue 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.

Role Summary

The Revenue Program Manager plays a critical role in ensuring the Field Ops Revenue Program, including the newly created Smart Home Expert (SHX) program runs effectively, scales successfully, and consistently improves performance across Vivint's nationwide Field organization. This role provides administrative oversight, performance analysis, coaching support to field leaders, and facilitation of weekly program training and onboarding.

This individual is responsible for turning program mechanics into operational reality-ensuring Experts receive the right work, leaders receive the right insights, and the Field organization receive the right training and coaching to improve results week after week.

This is a full-time (40+ hour) role with a defined weekly operating cadence and ownership of multiple recurring calls and processes.

Key Responsibilities

1. SHX Program Administration & Operational Oversight

• Conduct daily reviews of Expert schedules to identify work orders that do not align with SHX program rules; coordinate corrections with Scheduling.
• Monitor system tools (sales tools, dashboards, scheduling platforms, etc.) to ensure Experts have proper access and data is accurate.
• Support the recruiting and onboarding pipeline by coordinating with FSMs and Recruiting, maintaining applicant visibility, and ensuring smooth progression into the program.
• Identify and escalate operational discrepancies, gaps, or needs to Scheduling, Technology, Workforce Planning, or Field Ops leadership.

2. Performance Monitoring & Weekly Program Planning

• Analyze weekly program performance, including production gains, install quality, and behavior metrics.
• Identify markets, Managers, or Experts showing performance gaps and prepare targeted weekly recommendations.
• Provide Managers with actionable insights to improve their weekly plans and coaching strategies.
• Build weekly performance reports or snapshots that align with Managers' planning cadence.

3. Field Service Manager (FSM) Coaching & Leadership Support

• Conduct coaching sessions with Managers during their designated Ops/administrative time to help them:
• Diagnose performance gaps
• Build coaching plans to address technical, behavioral, or productivity issues
• Strengthen leadership capability in developing Pros and Experts
• Follow up weekly with FSMs to measure improvement and adjust recommendations.
• Serve as a trusted advisor who elevates FSM leadership quality within the SHX program.

4. Program Facilitation & Training Delivery

Own and deliver several core weekly calls for the program:

• Tuesday AM - Leadership Training Call (FSMs)
  Equip FSMs to lead Experts effectively, understand program mechanics, drive performance, and handle questions.
• Tuesday PM - Recruiting Q&A for Field Managers
  Help managers understand the SHX program, the recruiting pipeline, and the expectations for moving Pros into Expert roles.
• Wednesday - New Expert Program Details Call
  Support onboarding in weeks 1-3: walkthrough of systems, pay, expectations, lead lists, and performance roadmap.
• Thursday - Skill-Development Call (All Experts)
  Facilitate weekly up-training for Experts on pitching, installs, sales fundamentals, objection handling, and overall performance readiness.

5. Best Practice Identification & Program Improvement

• Proactively identify top-performing Experts, study their methods, and extract learnings.
• Build replicable best-practice frameworks or processes that can be trained to the entire Expert group.
• Partner with Training & Development to formalize and scale new program content.
• Introduce improvements to the SHX program based on performance findings, field feedback, and stakeholder input.

6. Cross-Functional Collaboration

• Participate in monthly reviews with Scheduling, Technology, Workforce Planning, and Field Ops leadership to refine program rules and execution.
• Partner with the official Training organization to develop or refine LMS modules, certification paths, and training materials.
• Serve as the program's voice in cross-functional problem solving and long-term planning.

7. Travel and Field Immersion

This role requires regular travel to field markets to ensure deep understanding of the Smart Home Expert and Pro role and real-world execution of the program.

Revenue Program Managers are expected to:

• Spend time in the field learning the Smart Home Expert role firsthand, including shadowing installs and other work.
• Be trained to a level of functional proficiency consistent with a Field Pro, enabling them to understand…