Associate Manager Care Partner Training

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:

We are looking for a leader in the industry to fill the role of Associate Manager, Partner Training for our Customer Care team, with responsibilities spanning the U.S. and our Business Process Outsourcing (BPO) locations overseas. This role reports directly to the Customer Care Training Manager. This role is essential in holding our BPO Training teams to our Team expectations in regard to trainer performance, New Hire performance and development, and adherence to the expectations set by both the training team and business. responsible for leading the Partner Training Lead. You will also work closely with Care stakeholders and PPLs to ensure performance expectations are consistently met across all training teams.

Partner Training Management Responsibilities

• Learn and apply the Training Strategy plan into all aspects of your role.
• Complete projects and assignments from the Training Manager to drive success across all BPO sites.
• Partner with the Training Manager and Project Management team on ongoing training initiatives and oversee project execution through completion.
• Track performance of all Partner Training Teams and provide necessary support to help them meet performance expectations.
• Conduct regular 1:1s with the Performance Training Lead, coaching them on personal, professional, and team goals.
• Hold sites accountable to behavioral and performance expectations set by Training and the Business.
• Delegate responsibilities to the Partner Training Lead as needed; ensure they are meeting expectations regarding trainer observations, onboarding success, and training site performance.
• Conduct biannual performance reviews for direct reports and yourself.
• Travel to BPO sites as needed, particularly during launch phases, to train the initial wave of leaders, trainers, and specialists (typically three weeks).

Training Leadership Partnership

• Collaborate with U.S. Training Leadership to align on best practices and team structure.
• Coordinate with nesting teams for each Line of Business to understand their structure and integrate it into each BPO site.
• Communicate trainer and New Hire performance to the Training Manager, highlighting wins or concerns.
• Provide updates from stakeholder meetings and CAP plans to the Training Manager, outlining any issues or commitments made.

Business Support Responsibilities

• Conduct regular syncs with Care stakeholders and BPO leadership to gather feedback and updates on training expectations.
• Report attrition and other key metrics from each site for the first 90 days of each class.
• Understand the goals of each Line of Business and ensure training supports those objectives.
• Attend Workforce Capacity Planning meetings to advocate for appropriate training placement and resource utilization.
• Participate in planning and executing pilots requested by the business, ensuring proper implementation.

Required Skills:

• Highly skilled in delivering engaging in-person and virtual trainings.
• Strong understanding of Adult Learning Principles and their application in training environments.
• Experience working with diverse, cross-cultural teams, with the ability to adapt to cultural needs.
• Proven team development, coaching, and management skills.
• Ability to build strong cross-functional partnerships.
• Business acumen and a track record of achieving key objectives.
• Proficiency with Microsoft Office 365
• Skilled in conducting crucial conversations and delivering clear, effective feedback.
• Ability to assess and analyze training programs and provide improvement recommendations.

Minimum Qualifications:

• 2+ years' experience in a Training Program
• 2+ years' leadership experience
• 2+ years' Contact Center experience

Preferred Qualifications:

• Bachelor's degree in Education, Communication, Business, or related field.
• Certifications in training (e.g., CPTM, ATD, or equivalent).

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.