NRG Energy

16 hours ago

Customer Care Performance Optimization Manager

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 16 hours agoStatus: Live

Job Summary

Design, implement, and continuously optimize performance enablement programs for Customer Care, improving agent coaching, customer experience, sales effectiveness, and employee development. Build a coaching-first culture supported by data-driven experimentation, performance analytics, and continuous learning. Own Customer Care gamification strategy and roadmap using the Elevate platform, and evaluate and champion AI-enabled tools to strengthen coaching, streamline workflows, and generate actionable insights.

Location: Utah

Workplace: Remote

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Manager level

Key Responsibilities

•Design, implement, and govern a scalable coaching framework across onshore and partner Customer Care sites.
•Establish coaching standards, best practices, and accountability to maintain a consistent coaching culture.
•Own the Customer Care gamification strategy and roadmap, including recognition and behavioral reinforcement programs.
•Identify, evaluate, and champion emerging AI technologies to improve coaching, performance management, and customer experiences.
•Collaborate cross-functionally with Training, Operations, QA, Analytics, Product, and Vendors to drive continuous improvement using data and experimentation.

Pay and Benefits

Perks:Health InsuranceDentalVisionLife Insurance401kPaid LeaveMeal AllowanceGym MembershipMedical Hotline

Key Requirements

•Design, implement, and govern a scalable coaching framework that measurably improves performance, customer experience, employee development, and sales effectiveness.
•Establish coaching standards, best practices, and accountability measures to drive a consistent coaching culture in Customer Care.
•Analyze performance trends and root causes, translating insights into targeted coaching strategies and development initiatives.
•Create and maintain a Customer Care engagement and gamification roadmap, iterating based on outcomes and metrics.
•Communicate effectively and partner across teams to incorporate AI-driven insights, automation, and performance support tools into existing workflows.

Experience:Customer serviceContact centerAIPerformance improvementGamification

Skills:CommunicationStakeholder influenceCoachingMentoringData-driven problem-solving

Licenses:Burglar Alarm Company Agent (Utah)

Tech Stack:ElevateMicrosoft OfficeWordExcelPowerPointOutlookCentricalGenesysSalesforceAIGenerative AIWorkflow 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

Website LinkedIn

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NRG Energy

16 hours ago

Customer Care Performance Optimization Manager

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 16 hours agoStatus: Live

Job Summary

Location: Utah

Workplace: Remote

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Manager level

Key Responsibilities

•Design, implement, and govern a scalable coaching framework across onshore and partner Customer Care sites.
•Establish coaching standards, best practices, and accountability to maintain a consistent coaching culture.
•Own the Customer Care gamification strategy and roadmap, including recognition and behavioral reinforcement programs.
•Identify, evaluate, and champion emerging AI technologies to improve coaching, performance management, and customer experiences.
•Collaborate cross-functionally with Training, Operations, QA, Analytics, Product, and Vendors to drive continuous improvement using data and experimentation.

Pay and Benefits

Perks:Health InsuranceDentalVisionLife Insurance401kPaid LeaveMeal AllowanceGym MembershipMedical Hotline

Key Requirements

•Design, implement, and govern a scalable coaching framework that measurably improves performance, customer experience, employee development, and sales effectiveness.
•Establish coaching standards, best practices, and accountability measures to drive a consistent coaching culture in Customer Care.
•Analyze performance trends and root causes, translating insights into targeted coaching strategies and development initiatives.
•Create and maintain a Customer Care engagement and gamification roadmap, iterating based on outcomes and metrics.
•Communicate effectively and partner across teams to incorporate AI-driven insights, automation, and performance support tools into existing workflows.

Experience:Customer serviceContact centerAIPerformance improvementGamification

Skills:CommunicationStakeholder influenceCoachingMentoringData-driven problem-solving

Licenses:Burglar Alarm Company Agent (Utah)

Tech Stack:ElevateMicrosoft OfficeWordExcelPowerPointOutlookCentricalGenesysSalesforceAIGenerative AIWorkflow automation

Company Brief

NRG Energy

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

Website LinkedIn