Sr. Manager, Self-Service

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 Role:

The Sr. Manager of Customer Care Self-Service is responsible for leading the strategy, development, and optimization of self-service channels across the customer service ecosystem. This role is focused on enhancing customer experience, increasing operational efficiency, and driving digital transformation through the implementation of innovative, scalable, and user-friendly self-service solutions-including the Vivint App, Panel, Support Site, IVR, chatbots, virtual assistants, and knowledge management systems.

The ideal candidate is a visionary leader with a strong background in contact center technology, customer experience design, and data-driven optimization, capable of collaborating cross-functionally to deliver measurable results. This Role will report to the Sr. Director of Customer Solutions.

Key Responsibilities:

• Strategic Leadership:
  • Define and execute the multi-year self-service roadmap in alignment with enterprise goals.
  • Identify and champion opportunities for digital innovation and automation across the contact center.
• Channel & Technology Management:
  • Oversee the development, integration, and performance of self-service platforms (e.g., IVR, AI-powered virtual agents, customer portals).
  • Partner with Care PMO, IT, Product, and third-party vendors to ensure secure, reliable, and scalable technology solutions.
• Customer Experience Optimization:
  • Design and continuously improve self-service journeys with a focus on simplicity, accessibility, and resolution effectiveness.
  • Collaborate with UX, product, and operations teams to align messaging, functionality, and service standards across channels.
• Performance & Analytics:
  • Define key performance indicators (KPIs) and establish frameworks to monitor, analyze, and report on self-service performance.
  • Leverage insights to identify opportunities for improvement and inform future enhancements.
• Knowledge & Content Governance:
  • Oversee the creation, maintenance, and accessibility of content within knowledge management systems.
  • Ensure information is accurate, relevant, and supports high first-contact resolution rates.
• Team & Stakeholder Leadership:
  • Collaborate with internal stakeholders including CX, Operations, Marketing, IT, and Compliance to ensure alignment and effective change management.

What we're looking for:

• Self-Service Containment Rate
  • Percentage of customer interactions resolved within self-service channels without escalation to live support.
• Self Service Augmentation
  • Percentage of potential live-agent contacts successfully redirected to self-service solutions.
• Customer Satisfaction (CSAT) - Self-Service
  • Customer satisfaction score specifically related to self-service experiences.
• Average Self-Service Resolution Time
  • Time required to resolve inquiries or issues via self-service channels.
• Self-Service Adoption Rate
  • Share of total customer interactions initiated or completed through self-service platforms.

Minimum Qualifications:

• Bachelor's Degree
• 5+ years of progressive leadership experience in contact center operations, digital self-service, or customer experience roles.
• Demonstrated success in deploying and managing self-service technologies such as IVR systems, App Integration, chatbots/virtual agents, and knowledge bases.
• Strong understanding of customer journey design, user experience principles, and customer satisfaction metrics.
• Excellent analytical skills with a data-driven approach to problem-solving and performance optimization.
• Outstanding communication and stakeholder engagement abilities.
• Proven leadership skills, with experience managing cross-functional teams and large-scale initiatives.

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

EEO is the Law Poster(The poster can be found athttp://www.eeoc.gov/employers/upload/poster_screen_reader_optimized.pdf)

Official description on file with Talent.