Customer Care Performance Optimization 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.

Summary

Vivint's Performance Optimization Manager (POM) plays a critical role in elevating both the agent and customer experience through performance enablement, coaching excellence, gamification, and the strategic adoption of AI-powered solutions. This role is responsible for designing, implementing, and continuously optimizing programs that drive employee engagement, performance improvement, sales effectiveness, and customer satisfaction across Customer Care operations.

The POM serves as a catalyst for high performance by fostering a coaching-first culture where leaders and employees are empowered with the tools, skills, insights, and feedback necessary to achieve exceptional results. Through data-driven decision making, experimentation, and innovation, the POM identifies opportunities to improve individual and organizational performance while increasing employee engagement and customer outcomes.

This role owns the Customer Care gamification strategy and roadmap, ensuring programs inspire healthy competition, reinforce desired behaviors, and support business objectives. Additionally, the POM champions the evaluation and integration of emerging AI technologies to enhance coaching effectiveness, streamline processes, generate actionable insights, and improve both agent and customer experiences.

The successful candidate will be a strategic thinker, change agent, and trusted partner who collaborates across the business to build sustainable performance improvement programs and a best-in-class coaching environment.

This position may potentially be performed remotely.

Primary Responsibilities

Coaching & Performance Enablement

• Design, implement, and govern a scalable coaching framework that drives measurable improvements in performance, customer experience, employee development, and sales effectiveness across both onshore and partner sites.
• Establish coaching standards, best practices, and accountability measures that create a consistent coaching culture throughout Customer Care.
• Partner with operational leaders to strengthen coaching effectiveness through observation, feedback, analytics, and continuous development.
• Identify performance trends and root causes, translating insights into targeted coaching strategies and development initiatives.
• Champion a culture of continuous learning, growth, and accountability that empowers employees to achieve their highest potential.

Gamification Strategy & Employee Engagement

• Create and maintain a Customer Care engagement and gamification roadmap leveraging the Elevate platform and related technologies.
• Continuously evaluate program effectiveness, rapidly test new ideas, measure outcomes, and iterate strategies to maximize employee engagement and business results.
• Develop innovative recognition, motivation, and behavioral reinforcement programs that align employee actions with organizational goals.
• Monitor participation and performance metrics to ensure gamification initiatives drive meaningful and measurable impact.

AI Enablement & Innovation

• Identify, evaluate, and champion emerging AI technologies and capabilities that improve coaching, quality, performance management, employee engagement, and customer experiences.
• Partner with stakeholders to incorporate AI-driven insights, automation, and performance support tools into existing workflows and processes.
• Promote AI literacy and adoption across Customer Care by helping leaders and employees leverage AI responsibly and effectively.
• Stay informed on industry trends and advancements in AI, analytics, workflow automation, and performance enablement technologies.

Cross-Functional Collaboration & Continuous Improvement

• Collaborate with Training, Operations, QA, Analytics, Product, and Vendor partners to align performance initiatives with strategic business objectives.
• Maintain a user-obsessed mindset by continuously seeking feedback and identifying opportunities to improve employee and customer experiences.
• Utilize data, experimentation, and performance metrics to identify opportunities, validate hypotheses, and drive continuous improvement.
• Build and maintain strong consultative relationships with internal stakeholders and external vendors to achieve desired outcomes.
• Foster an engaging, positive, and results-oriented culture focused on innovation, accountability, and continuous improvement.
• Perform additional duties and special projects as assigned.

Required Skills, Experience & Education

• Exceptional written, verbal, presentation, and interpersonal communication skills.
• Demonstrated ability to influence stakeholders and drive change across multiple teams and functions.
• Strong coaching, mentoring, and performance development skills with a passion for helping others succeed.
• Proven ability to analyze performance data, identify opportunities, and implement solutions that drive measurable results.
• Highly self-motivated with exceptional organizational skills and attention to detail.
• Strong critical thinking, problem-solving, and decision-making capabilities.
• Ability to manage multiple priorities and execute effectively in a fast-paced environment.
• Proficient with Microsoft Office applications, including Word, Excel, PowerPoint, and Outlook.
• Familiarity with customer service operations, performance management, and employee engagement strategies.
• Working knowledge of Vivint policies and internal procedures preferred.
• Knowledge of Centrical, Genesys, Salesforce, or related performance and customer experience platforms preferred.
• Demonstrated commitment to maintaining a positive, collaborative, and growth-focused environment.
• At least 18 years of age.
• Ability to pass a background check and obtain licensing through the State of Utah as a Burglar Alarm Company Agent.
• No compliance failures within the previous 90 days.
• No compliance write-ups.
• Consistently meeting all current performance and behavioral expectations.

Preferred Skills, Experience & Education

• Significant experience building and leading coaching programs that deliver measurable business outcomes.
• Experience developing coaching cultures within contact center or customer service environments.
• Demonstrated proficiency with modern AI tools, generative AI platforms, workflow automation, and AI-assisted performance solutions.
• Experience leveraging AI to improve coaching effectiveness, performance insights, employee engagement, operational efficiency, or customer experience.
• Strong understanding of gamification principles and employee motivation strategies.
• Experience leading complex performance improvement initiatives and change management efforts.
• Certification or formal training in coaching, leadership development, performance consulting, instructional design, or related disciplines preferred.

Learn about theVivint 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

WORKING CONDITIONS:

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

SAFETY:

Vivint enforces a safety culture whereby all employees have the responsibility for continuously developing and maintaining a safe working environment. Each new employee is responsible for completing all training requirements. Additionally, the employee must accept they have responsibility for maintaining the safety of themselves, their co-workers, and the public. Employees must adhere to all written and verbal instructions, promptly report and correct all hazards or unsafe conditions, question non-standard operations or unmitigated hazards, and provide feedback to management on all safety issues.

We support the use of AI tools to help you prepare for your interview (e.g., practicing responses, researching the role, or refining your resume). However, during interviews and assessments, we expect responses to reflect your own thinking, experience, and communication. Use of AI to generate or read answers in real time, complete assessments, or misrepresent your qualifications is not permitted and may impact your candidacy.

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

Official description on file with Talent.

We support the use of AI tools to help you prepare for your interview (e.g., practicing responses, researching the role, or refining your resume). However, during interviews and assessments, we expect responses to reflect your own thinking, experience, and communication. Use of AI to generate or read answers in real time, complete assessments, or misrepresent your qualifications is not permitted and may impact your candidacy.