Sr Program Manager, Customer Validation

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 Senior Program Manager, Customer Validation is responsible for defining and executing customer validation strategies that help ensure products are ready to deliver exceptional customer experiences before launch.

Operating as a highly autonomous individual contributor, you will serve as the customer validation subject matter expert for products moving through alpha, beta, launch readiness, and post‑launch learning. You will partner closely with Product Management, Engineering, Design, Quality, Operations, and Product Research to determine what customer evidence is needed, how it should be collected, and what it means for product readiness.

This role goes beyond traditional beta program management. You will design validation strategies, define customer cohorts, develop testing methodologies, analyze customer feedback and sentiment, and provide data‑driven recommendations that influence product scope, readiness, and launch decisions.

You will help transform customer validation into a scalable discipline that provides product teams with confidence they are building experiences customers will love while ensuring launch decisions are grounded in meaningful customer evidence.

• Own customer validation strategy for products progressing through alpha, beta, launch readiness, and post‑launch learning activities.
• Define validation plans, success criteria, customer cohorts, participant requirements, testing activities, and measurement approaches.
• Determine what customer evidence is required to evaluate functional readiness, customer sentiment, usability, adoption potential, and overall experience quality.
• Partner with Product Researchers to leverage research insights and translate them into later‑stage validation and measurement strategies.
• Establish scalable methodologies, frameworks, and best practices for customer validation across the organization.

• Design customer validation programs that assess both product functionality and customer experience via surveys and in lab testing.
• Develop surveys, feedback mechanisms, testing activities, and measurement plans that generate actionable customer insights.
• Partner with beta operations teams responsible for participant recruitment, fulfillment, communications, and logistics.
• Ensure validation programs accurately represent target customer populations through appropriate cohort selection and segmentation strategies.
• Identify validation risks, gaps, and dependencies while driving programs to successful completion.

• Analyze quantitative and qualitative feedback to identify customer experience opportunities, product readiness concerns, and launch risks.
• Measure and evaluate customer sentiment, satisfaction, confidence, and perceived value in addition to product functionality.
• Synthesize customer feedback into clear recommendations for Product, Engineering, Design, and leadership teams.
• Develop executive‑ready reports, readiness assessments, and customer validation summaries.
• Translate complex customer feedback into practical actions and business recommendations.

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