Customer Solutions Manager, Partner Management

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.

More information is available at www.nrg.com. Connect with NRG on Facebook, Instagram, LinkedIn and X.

Our mission is to redefine the home experience through intelligently designed products and services delivered to every home by people who care.

Who Are We:

Vivint is a leading smart home company in North America. Vivint delivers an integrated smart home system with in-home consultation, professional installation and support delivered by its Smart Home Pros, as well as 24/7 customer care and monitoring. Dedicated to redefining the home experience with intelligent products and services, Vivint serves more than 1.7 million customers.

Vivint was named to the Forbes list of "America's Best Employers for Diversity" in 2020 and 2019, and to the Forbes list of "America's Best Employers" in 2018. The company has a strong commitment to philanthropy and received a 2020 Gold Halo Award from Engage for Good for group volunteerism. Vivint isthe largest tech employer in Utah and has received multiple awards for innovation, including being named among Fast Company's "World's 50 Most Innovative Companies."

What we're looking for:

JOB RESPONSIBILITIES:

• Develops and manages the business relationships with our contact center partners (international travel will be required)
• Execution of ongoing partner strategy, including partner selection, while managing all aspects of contract negotiation and contract adherence
• Manages partner budget for monthly Headcount Allocation, Invoice Reconciliation and Annual planning
• Designs and delivers CPI strategies to achieve and exceed Key Performance Indicators across Care Departments
• Ensures partner compliance with strategies, tactics, objectives and initiative
• Develops and implements approved process and/or operational improvements, and verifies adherence to policy
• Working with Service Delivery Team focused on improving the customer experience within our partner sites, with one direct report focused on Invoicing and Contractual adherence

REQUIRED SKILLS:

• Demonstrated history of delivering business and financial results through individual efforts and collaborative teamwork
• Demonstrated Leadership skills with proven ability to influence outside of your direct control
• Project Management experience and skillset
• Superior interpersonal and communication skills
• Excellent time management skills
• Ability to think strategically and utilize strong creative problem-solving skills
• Experience with Contact Center/BPO Contractual language and terms
• Ability to analyze operational data and provide data-driven recommendations
• Executive verbal and written communication as well as strong data visualization and presentation skills
• Microsoft Office (PowerPoint, Excel, Word) skills required
• 6 Sigma Greenbelt preferred

MINIMUM QUALIFICATIONS:

• 4+ years of progressive Contact Center and/or BPO vendor management experience.
• Experience managing contact center operations
• Knowledge of contact center industry with some depth of technical expertise, i.e., tools, systems, processes, etc.
• Bachelor's degree or equivalent work experience required
• Project Management and/or portfolio management certification & experience is a plus
• Experience with vendor transitions, new site launches, Statement of Work development, contracting and associated pricing models in the technology space is a plus
• Expected travel is 25 - 40%

The Role:

The Manager of Customer Solutions Partner Management is responsible for the strategic planning and management of all inbound/outbound international partner support contact center operations which include Technical Support, Retention, Account Servicing, Chat and Inbound Revenue Generation. The ideal leader is a strong and capable people-leader with experience managing large-scale BPO relationships in a complex and dynamic environment.

Primary responsibilities include the execution of our partner strategy and management of all processes, policies and controls designed for the Continuous Process Improvement (CPI) of the customer experience within all partner sites. BPO Partner relationship management and contractual and financial management will be the key areas of focus along with attaining performance metrics which include, but are not limited to,

• Strategic Site and Partner Planning
• Contractual adherence
• Contractual alignment to business objective
• Care BPO Budget alignment and tracking of cost per contact allocation
• Invoicing Accuracy
• Performance based Headcount Allocation
• Support Ratio's
• Systems implementation
• New Partner/Site Implementation
• RFP Business Management
• Executive Escelation Management
• Continuous Process Improvement (CPI)

The successful candidate will demonstrate the ability to create strong partnerships and drive continuous improvement in partner site Contractual performance. The ability to effectively partner with other departments and teams is a must. Critical thinking and extensive experience with data-driven decision-making and analytics are key.

The successful Manager will act as an advocate for the customer and will be continually engaged in leading and inspiring our Contact Center partners to provide best in class contact resolution and customer service 24 hours a day 7 days a week.

What you will be working on:

The successful candidate will shape our ongoing partner strategy while helping to drive significant improvements in how we serve our customers through improved contact resolution, customer experience, revenue generation and employee engagement. With specific focus on Outsource budget spend, new partner/site Request for Proposal (RFP), Contract Term alignment and management, Performance Management, Monthly Invoicing and Payment Management and CPI objectives.

Who you will work with:

• VP Customer Care
• VP Customer Loyalty
• Sr. Director Partner Management
• Sr. Directors/Directors and Sr. Managers/Managers, Care Monitoring, Customer Solutions, Retention, Collections, Training, Quality and Revenue,
• Procurement Managers
• Paid holidays and flexible paid time away
• Your choice between Mac or PC
• Employee pricing on smart home products
• Casual dress code
• Onsite gym, gaming tables across our campus
• Onsite health clinic
• Medical/dental/vision/life coverage

What We Stand For:

Honesty and Integrity Come First

Do the right thing

Customer Obsession is Our Advantage

A relentless passion to serve the customer

Innovation is Essential

Today's innovation is tomorrow's lifeblood

We Win Together

Individuals win games: teams win championships

Exceptional is Expected

Talk is cheap: create value, not just motion

We Give Back

Helping people is core to our DNA

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. Employee 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.

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 at http://www.eeoc.gov/employers/upload/poster_screen_reader_optimized.pdf)

Official description on file with Talent.