Project Manager, Customer Care

Summary

The Customer Care Project Manager is responsible for leading cross-functional initiatives that improve contact center performance, customer experience, and operational efficiency. This role drives projects from intake through delivery-spanning process optimization, technology enhancements, and experience improvements—while balancing strategic priorities with day-to-day execution.

This position requires a strong operator and influencer who can translate business needs into clear requirements, align diverse stakeholders, manage complex dependencies, and deliver measurable outcomes. The ideal candidate is highly organized, data-driven, comfortable navigating ambiguity, and passionate about continuous improvement. Experience with contact center platforms and AI-enabled capabilities is a strong plus.

• Lead end-to-end delivery of customer care initiatives, including process improvements, technology implementations, and experience enhancements across the contact center.
• Partner with Customer Care leadership, Product, Technology, Analytics, Operations, and Vendors to gather requirements, define scope, and align on outcomes.
• Develop and maintain project plans, timelines, roadmaps, risks, dependencies, and communication plans.
• Translate business needs into clear business requirements; support solution design and implementation planning with partners.
• Identify root causes of operational and experience issues using qualitative insights and quantitative data; recommend and drive solutions.
• Influence senior leaders and cross-functional partners to prioritize work, remove blockers, and drive progress.
• Manage multiple concurrent projects with competing priorities while maintaining high quality and delivery standards.
• Track and report on project status, milestones, risks, and success metrics; communicate clearly to stakeholders at all levels.
• Ensure projects adhere to established project management practices, governance, and change management processes.
• Contribute to the evolution of the Customer Care experience strategy, including the use of automation and AI to improve outcomes for customers and agents.

• Bachelor's degree in business, operations, technology, or a related field, or equivalent practical experience.
• Experience in project management, program management, contact center operations, customer support, or a related role supporting cross-functional initiatives.
• Demonstrated ability to lead projects through the full lifecycle—from intake and planning through execution and delivery.
• Strong stakeholder management and influencing skills, including the ability to work effectively with senior leaders.
• Proven experience breaking down complex problems, analyzing data, and driving actionable recommendations.
• Excellent written and verbal communication skills, with the ability to simplify complex concepts for diverse audiences.
• Strong organizational skills with the ability to manage multiple priorities, deadlines, and dependencies.
• Comfortable operating in fast-paced, ambiguous environments and adapting plans as needed.
• Proficiency with Microsoft Office.

• Project management certification (PMP, CAPM, PMI-ACP, or equivalent).
• Experience with Lean, Six Sigma, or continuous improvement methodologies.
• Hands-on experience with project management tools (e.g., Smartsheet, Jira, Asana).
• Experience working with customer data, reporting, or analytics tools (e.g., Salesforce, SQL/Snowflake, Tableau).
• Familiarity with AI-enabled customer care solutions (e.g., chatbots, agent assist, routing, analytics).
• Exposure to contact center technologies such as IVR, CRM, telephony platforms, workforce management, or QA tools.
• MBA or advanced degree (preferred, not required).

Learn about the Vivint Culture and why it's a great place to grow your career!

Here are some highlighted perks you should ask us about:

• Free daily lunch and drinks on site
• Paid holidays and flexible paid time away
• Employee / Friends / Family Discounts
• Onsite health clinic, gym, gaming tables
• Medical/dental/vision/life coverage & 24/7 Medical Hotline
• 401(k) + Employer Match
• Employee Resource Groups

NRG Energy is committed to a drug and alcohol-free workplace. This role operates in a professional office environment and routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

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/Protected Veteran Status/Disability. Level, Title and/or Salary may be adjusted based on the applicant's experience or skills.

EEO is the Law Poster (The poster can be found at http://(Use the "Apply for this Job" box below).)

Official description on file with Talent.