Sr. Manager, Smart Home Customer Experience

Sr. Manager, Smart Home Customer Experience

Welcome to the intersection of energy and home services. At NRG, we're all about propelling the next generation of leaders forward. We are driven by our passion to create a smarter, cleaner and more connected future. We deliver innovative solutions that make our customers' lives easier—helping them power, protect, and intelligently manage their homes and businesses. To do this, we need creative and talented people to join our company. We offer a dynamic work environment and a unified and inclusive culture. NRG fosters a strong sense of belonging that leads to better collaboration and business performance. Our company programs are designed to help employees develop the skills they need for success now and in the future. In everything we do, we aim to champion our employees and bring value to our customers, investors and society.

Role Summary

We are seeking a strategic leader to join NRG's Smart Home Customer Experience team, whose mission is to drive and deliver customer-centric initiatives across the enterprise and to build trusting relationships with our customers. The Senior Manager will design, optimize, and continuously improve end-to-end customer experiences across all touchpoints, diving deep into customer feedback and using a data-driven, problem-solving approach. The person will lead projects, working cross-functionally with teams such as Innovation, Technology, Sales, Supply Chain, Field Operations, Marketing, and Finance to solve customer pain points.

Experience

This role requires a strategic thinker who has experience translating customer insights into actionable journey improvements, partnering cross-functionally to drive alignment, and ensuring a seamless, consistent experience from acquisition through retention. The ideal candidate is highly analytical, customer-obsessed, and skilled at identifying friction points, prioritizing opportunities, and delivering measurable impact on key customer and business outcomes.

Ownership

Own the plan, manage scope, schedule, and budget for your assigned projects. Understand priorities and create clear plans to deliver. Communicate with stakeholders and partners. Set and meet commitments. Set specific release dates and milestones and hold the team accountable, while communicating support needs or issues that put the deliverables at risk.

Leadership

Understand Smart Home's strategic priorities and ensure the team's work aligns with them. Partner with support, field, sales, technology, and product teams to deliver impactful solutions and drive joint initiatives. Set schedules and create strong execution plans. Work across teams to review the proposed scope and determine Level of Effort (LOE) estimates, as well as suitable trade-offs between quality and business risk.

Communication

Create appropriate communications to regularly update the business on status, risks, and support required for success. Provide weekly status updates that communicate progress towards the commitment in terms of scope, schedule, and cost. Share insights in PPT and Tableau.

Risk and Issue Management

Lead the team to identify risks up front, manage and mitigate them, and monitor residual risks and any issues that arise. Track tasks and lead a culture of accountability in the team and across the business. Establish robust change and risk management practices to keep work on track.

Key Responsibilities

Organize and oversee the design and execution of customer journey improvement projects that will both positively impact customers and help grow the business. Help shape strategies to improve customer experiences in collaboration with internal and external partners. Assist in reviewing customer data, determining root causes, CX gap solutions, and recommendations to the business. Work with subject matter experts to map out customer flows, investigate gaps, and help define problems. Working with the Analytics team to track key customer experience metrics by geography, customer lifetime, journeys, touchpoints, etc., and to understand the key drivers of customer satisfaction and dissatisfaction. Operationalize the function from scratch by creating processes, establishing cross-functional relationships, defining success metrics, and scaling the function from an individual contributor to a team leader. Maintain a positive attitude, steer difficult situations diplomatically, and use data-driven decisions to enhance quality and efficiency. Build strong relationships across the business, foster knowledge sharing and feedback, and establish good working relationships with customer-facing teams. Assess and evaluate processes, technology, and team skill sets to identify gaps, areas to improve, and opportunities for advancement. Be the agent of change for new business processes, technology, and transformation. Manage organizational and departmental objectives. Establish, implement, track, and report on relevant metrics and measures for success. Build future-proof processes and automation to enable scale across teams and products. Ensure quality work in all aspects of the program, including documentation, executive and stakeholder readouts/presentations. Deliver scheduled updates to internal and external stakeholders, including C-level individuals.

Experience & Skills

Bachelor's degree required; MBA preferred. 8+ years of customer experience (CX) or related fields (e.g., customer-facing roles, VoC, journey mapping), preferably in a B2C environment, with 2+ years in strategy (consulting or internal). Proven ability to lead complex, cross-functional initiatives, driving alignment across stakeholders and delivering measurable business outcomes. Strong executive communication skills, with experience synthesizing data into clear, actionable insights for senior leadership (VP+). Advanced analytical, strategic thinking, and problem-solving skills, with the ability to connect disparate data sources (customer feedback, behavioral data, competitive insights) into meaningful recommendations. Proficiency in Microsoft 365 (Excel, PowerPoint, Teams, Outlook, OneDrive, Copilot) and experience with program management and analytics tools (e.g., Asana, Smartsheet, Jira, Power BI, Tableau, SQL, Snowflake). Expertise in data visualization and storytelling to influence decisions and drive action. Highly effective communicator and facilitator, with the ability to build trust, influence without authority, and collaborate across all levels of the organization. Self-starter with strong organizational skills, capable of quickly developing subject matter expertise, managing ambiguity, and driving initiatives from concept through execution in fast-paced environments. High energy, strong ownership mindset, and a deep commitment to improving both customer outcomes and business performance.