Program Manager, Customer Care (Lindon, UT, US, 84042)

NRG Energy
United States
Workplace: OnsiteFull timeFunction: Program & Project Management (PMO)Skills: ["Ownership","Communication","Problem-solving","Influencing","Organizational skills"]

Own end-to-end delivery of Customer Care programs and projects, improving contact center performance, customer and agent experiences, and operational efficiency. Partner with cross-functional stakeholders to gather requirements, define scope, set success measures, and track delivery from intake through implementation. Use qualitative insights and quantitative data to identify root causes and drive solutions, balancing strategic priorities with hands-on execution in an ambiguous, fast-paced environment.

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NRG Energy
NRG Energy
1 day ago

Program Manager, Customer Care (Lindon, UT, US, 84042)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 7 hours agoStatus: Live

Job Summary

Own end-to-end delivery of Customer Care programs and projects, improving contact center performance, customer and agent experiences, and operational efficiency. Partner with cross-functional stakeholders to gather requirements, define scope, set success measures, and track delivery from intake through implementation. Use qualitative insights and quantitative data to identify root causes and drive solutions, balancing strategic priorities with hands-on execution in an ambiguous, fast-paced environment.
Location: United States
Workplace: Onsite
Employment Type: Full time
Job Function: Program & Project Management (PMO)

Key Responsibilities

  • •Lead end-to-end delivery of Customer Care programs and projects, including process improvements, technology implementations, automation, and experience enhancements.
  • •Partner with stakeholders to identify needs, gather requirements, define scope, establish success measures, and align on desired outcomes.
  • •Develop and maintain program/project plans, timelines, roadmaps, milestones, and stakeholder communication plans.
  • •Use qualitative insights and quantitative data to identify root causes, evaluate opportunities, and drive recommendations to improve operational and customer outcomes.
  • •Influence senior leaders and cross-functional stakeholders to set priorities, resolve blockers, manage multiple initiatives, and track success metrics while communicating status and outcomes.

Pay and Benefits

Perks:Meal AllowancePaid HolidaysHealth InsuranceDentalVisionLife Insurance401kGym MembershipEmployee Discounts

Key Requirements

  • •Relevant experience in business, technology, or a related field.
  • •Experience in project/program management, contact center operations, customer experience, or customer support leading cross-functional initiatives.
  • •Ability to lead complex initiatives across the full lifecycle from intake and planning through execution, implementation, and measurement.
  • •Strong stakeholder management and influencing skills, including working with senior leaders and cross-functional teams.
  • •Ability to analyze qualitative and quantitative information to identify root causes and translate insights into actionable recommendations.
Experience:Customer experienceContact center operationsCustomer supportContact center technologies
Skills:OwnershipCommunicationProblem-solvingInfluencingOrganizational skills
Certifications:PMPCAPMPMI-ACP
Tech Stack:Microsoft OfficeSmartsheetJiraAsanaSalesforceSQLSnowflakeTableauChatbotsAgent assistRoutingIVRCRMTelephony platformsWorkforce managementQA toolsAI automation

Company Brief

NRG Energy
NRG Energy is a large integrated power company that owns and operates a diverse fleet of power generation assets and provides retail electricity services, energy solutions, and distributed energy resources to residential and commercial customers.
Industry: Utilities
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Houston, United States
Founded: 1989
WebsiteLinkedIn