Customer Care Training Associate Manager

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.

Job Summary

The Customer Care Training Associate Manager is responsible for leading training operations that support multiple lines of business across our Business Process Outsourcing (BPO) partners. Reporting to the Senior Manager of Customer Care Training, this role develops training leaders, drives training effectiveness, and ensures learning initiatives align with business objectives and customer experience goals.

This position partners closely with Operations, Quality, Workforce Management, Instructional Design, and BPO leaders to improve learner readiness, identify performance opportunities, and support successful business outcomes. The Associate Manager uses performance data, stakeholder feedback, and operational insights to continuously improve training programs, support strategic initiatives, and ensure consistent execution across supported teams and locations.

Key Responsibilities

Training Leadership & Team Development

• Lead, coach, and develop training leaders and trainers supporting multiple lines of business and sites.
• Establish performance expectations and drive accountability for trainer effectiveness and learner readiness.
• Foster a culture of continuous improvement, collaboration, and operational excellence.

Training Strategy & Program Effectiveness

• Drive execution of Customer Care Training strategies by collaborating with sites to develop and achieve goals aligned with organizational training priorities.
• Evaluate training effectiveness using performance data, operational outcomes, and stakeholder feedback.
• Partner with stakeholders to identify performance gaps and implement targeted improvement plans.
• Partner with US Training leadership team to drive strategic initiatives, enhance team effectiveness, and communicate key updates across BPO sites.
• Provide feedback on success of the training program and help initiate new ideas to improve the program.

Business Partnership & Operational Support

• Build strong partnerships with Operations, Quality, Workforce Management, Instructional Design, and BPO partners.
• Provide consultation and guidance on training needs, learner readiness, and performance improvement opportunities.
• Communicate training performance, risks, and recommendations to leaders and stakeholders.

Launches & Implementations

• Lead training readiness efforts for new business launches, site expansions, and major operational initiatives.
• Coordinate cross-functional activities to support successful implementation of training programs and business changes.
• Drive consistency in training processes, standards, and expectations across supported locations.

Minimum Qualifications

• Bachelor's degree or equivalent work experience.
• Two or more years leading a high performing team
• Two or more years of experience in training, learning and development, or corporate training.
• Two or more years of experience in customer service, contact center operations, or a related business environment.
• Experience supporting Business Process Outsourcing (BPO) operations or geographically dispersed teams.
• Demonstrated ability to build relationships and that lead to business impact and outcomes across teams and stakeholder groups.
• Experience using performance data and stakeholder feedback to evaluate training effectiveness and identify improvement opportunities.
• Ability to travel and adjust work hours to support U.S. and international Partner operations.

Preferred Qualifications

• Experience leading cross-functional projects and driving organizational change through training initiatives.
• Experience presenting training results, performance insights, and recommendations to leaders and stakeholders.

Knowledge, Skills & Abilities

• Strong leadership, coaching, and employee development skills.
• Ability to analyze performance data and identify opportunities to improve training effectiveness.
• Strong verbal and written communication skills, including the ability to present information to stakeholders at multiple levels.
• Ability to build relationships, influence outcomes, and collaborate effectively across teams and partner organizations.
• Strong organizational, prioritization, and project management skills.
• Ability to manage multiple initiatives while adapting to changing business needs and priorities.
• Proficiency with Microsoft 365 applications and other business systems used to support training and performance reporting.

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

Official description on file with Talent.

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