Vivint · 4 hours ago
Project Manager, Customer Care
Lindon, UT
Full-time
Onsite
Mid, Senior LevelVivint 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. The Customer Care Project Manager is responsible for leading cross-functional initiatives that improve contact center performance, customer experience, and operational efficiency, driving projects from intake through delivery while balancing strategic priorities with day-to-day execution.
ElectronicsSecuritySmart Home
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
Vivint
Vivint offers an integrated smart home system along with in-home consultation, professional installation, monitoring, and support.
Founded in 1999
10001+ employees
H1B Sponsorship
Vivint 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 (10)
2024 (20)
2023 (19)
2022 (26)
2021 (20)
2020 (24)
Funding
Current Stage
Public CompanyTotal Funding
$1.27BKey Investors
Goldman Sachs
2022-12-06Acquired
2020-01-21Post Ipo Equity· $488M
2020-01-21IPO
Leadership Team
Todd Pedersen
CEO and Founder
Brandon Bunker
Vice President of Artificial Intelligence
Recent News
Company data provided by crunchbase