NRG Energy · 7 hours ago
Project Manager, Customer Care
Utah, United States
Full-time
Onsite
Mid, Senior LevelNRG Energy is a leading company in the energy and home services sector, focused on creating a smarter and more connected future. The Customer Care Project Manager is responsible for leading initiatives to enhance contact center performance and customer experience, managing projects from initiation to delivery while balancing strategic priorities.
EnergySolarWind Energy
Responsibilities
Lead end-to-end delivery of customer care initiatives, including process improvements, technology implementations, and experience enhancements across the contact center
Partner with Customer Care leadership, Product, Technology, Analytics, Operations, and Vendors to gather requirements, define scope, and align on outcomes
Develop and maintain project plans, timelines, roadmaps, risks, dependencies, and communication plans
Translate business needs into clear business requirements; support solution design and implementation planning with partners
Identify root causes of operational and experience issues using qualitative insights and quantitative data; recommend and drive solutions
Influence senior leaders and cross-functional partners to prioritize work, remove blockers, and drive progress
Manage multiple concurrent projects with competing priorities while maintaining high quality and delivery standards
Track and report on project status, milestones, risks, and success metrics; communicate clearly to stakeholders at all levels
Ensure projects adhere to established project management practices, governance, and change management processes
Contribute to the evolution of the Customer Care experience strategy, including the use of automation and AI to improve outcomes for customers and agents
Qualification
Required
Bachelor's degree in business, operations, technology, or a related field, or equivalent practical experience
Experience in project management, program management, contact center operations, customer support, or a related role supporting cross-functional initiatives
Demonstrated ability to lead projects through the full lifecycle—from intake and planning through execution and delivery
Strong stakeholder management and influencing skills, including the ability to work effectively with senior leaders
Proven experience breaking down complex problems, analyzing data, and driving actionable recommendations
Excellent written and verbal communication skills, with the ability to simplify complex concepts for diverse audiences
Strong organizational skills with the ability to manage multiple priorities, deadlines, and dependencies
Comfortable operating in fast-paced, ambiguous environments and adapting plans as needed
Proficiency with Microsoft Office
Preferred
Project management certification (PMP, CAPM, PMI-ACP, or equivalent)
Experience with Lean, Six Sigma, or continuous improvement methodologies
Hands-on experience with project management tools (e.g., Smartsheet, Jira, Asana)
Experience working with customer data, reporting, or analytics tools (e.g., Salesforce, SQL/Snowflake, Tableau)
Familiarity with AI-enabled customer care solutions (e.g., chatbots, agent assist, routing, analytics)
Exposure to contact center technologies such as IVR, CRM, telephony platforms, workforce management, or QA tools
MBA or advanced degree (preferred, not required)
Benefits
Free daily lunch and drinks on site
Paid holidays and flexible paid time away
Employee/Friends/Family Discounts
Onsite health clinic, gym, gaming tables
Medical/dental/vision/life coverage & 24/7 Medical Hotline
401(k) + Employer Match
Employee Resource Groups
Company
NRG Energy
NRG Energy is an integrated power generation and supply firm that offers offsite solar, wind power, and smart grid retail services.
Founded in 1989
10001+ employees
H1B Sponsorship
NRG Energy has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (31)
2024 (19)
2023 (25)
2022 (14)
2021 (9)
2020 (25)
Funding
Current Stage
Public CompanyTotal Funding
$6.99BKey Investors
Public Utility Commission of Texas
2025-09-24Post Ipo Debt· $4.9B
2025-08-04Post Ipo Debt· $216M
2024-10-16Post Ipo Debt· $1.88B
Leadership Team
Lawrence S Coben
President, CEO and Chair of the Board
Anne C Schaumburg
Lead Independent Director
Recent News
2026-02-02
Power Technology
2026-02-02
Company data provided by crunchbase