Project Manager, Customer Care

Overview

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.

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…