About the RoleThe Manager, VOC Platform & Tools is responsible for the operational health, governance, and continuous improvement of NRG Energy's Voice of the Customer and insights technology ecosystem. This role owns the day-to-day management of our VOC survey platform, and our insights and knowledge management platform, co-owns the team's SharePoint and knowledge management infrastructure, and ensures our survey programs run reliably, our data is clean and actionable, and our team has the tools, structure, and documentation to work efficiently and share knowledge effectively.
This is a highly cross-functional role. You will partner with CX analysts, data engineers, IT, and business stakeholders across NRG's retail energy brands to configure surveys, manage platform users, maintain data integrations, and support the intake and execution of ad hoc research requests. You will report to the Director, VOC Programs & Innovation.
Core ResponsibilitiesVOC Platform Management- Own day-to-day platform administration: user management, access controls, and license governance across the enterprise VOC survey platform
- Manage recipient list file processing, automated export schedules, and survey distribution workflows
- Maintain survey email templates, pre-launch QA, and deployment checklists for all active survey programs
- Configure and maintain embedded data fields, survey logic, and branching structures in coordination with survey design leads
- Monitor and maintain closed-loop case management workflows; escalate routing issues to the appropriate team
- Own survey response rate tracking and reporting in Qualtrics dashboards
Insights & Knowledge Management Platform- Serve as the primary platform administrator for NRG's insights and knowledge management platform, which enables research discovery, AI-powered insight generation, and stakeholder knowledge sharing
- Manage user provisioning, permissions, and contributor governance across the team
- Maintain the organization and tagging structure for survey verbatims, interview transcripts, and research artifacts; conduct periodic content audits to keep the repository clean and navigable
- Develop and deliver team education on features and best practices, including onboarding materials for new team members and periodic workshops or demos for the broader team
- Evangelize the platform with internal stakeholders, identifying audiences who would benefit from access, managing onboarding, and proactively surfacing relevant research to drive engagement and utilization
Team Knowledge Management & Information Flow- Co-own the CX & Insights team SharePoint and associated Teams channels alongside the Manager of CX & Insights; own the platform structure, permissions, and content organization standards
- Establish and enforce team-wide best practices for how research outputs, documentation, and platform artifacts are stored, organized, and shared, moving the team toward a centralized knowledge environment
- Define and maintain a consistent folder taxonomy, naming conventions, and permissions structure across SharePoint and Teams channels
- Partner with the Manager of CX & Insights on team adoption of knowledge management standards and practices, including onboarding new team members to standards and driving consistent usage
- Maintain and evolve knowledge repositories over time as the team's tools, programs, and needs grow
Survey Operations- Support the design and execution of ongoing CX survey programs (Relationship, Welcome, Care, Exit, and others) in coordination with the VOC Director
- Build and configure ad hoc and internal customer surveys from intake through deployment and reporting
- Maintain the current Home Protect Post-Claim Survey and other specialty survey programs as assigned
- Manage temporary research question requests in active CX surveys via the Asana intake process
Data Infrastructure Collaboration- Partner with the VOC Data & Analytics Manager on Snowflake data pipeline development for survey response delivery
- Support data field documentation, metadata standards, and data dictionary maintenance across platforms
- Coordinate with IT and data engineering contacts on platform integrations and API connections
Platform Documentation & Governance- Maintain current documentation of all platform configurations, integrations, and operational procedures
- Build and steward a technology inventory for the VOC Programs & Innovation team
- Support onboarding of new team members and stakeholders to platform tools
- Identify opportunities to improve platform efficiency, reduce manual processes, and standardize workflows
QualificationsRequired- 3+ years of experience in survey operations, CX platform management, or a related analytics/research operations role
- Hands-on experience with an enterprise survey platform (e.g., Qualtrics, Medallia, Forsta, InMoment, or similar); proficiency in survey build, logic configuration, and dashboard management
- Strong attention to detail and comfort managing high-volume, process-driven operational work
- Experience with data file management, including recipient list preparation and export/import workflows
- Ability to manage multiple concurrent projects with competing priorities and deadlines
- Strong written and verbal communication skills; comfortable working with cross-functional stakeholders at multiple levels
Preferred- Qualtrics experience or certification (CoreXM or equivalent) strongly preferred
- Familiarity with data integration concepts (APIs, file-based transfers, or SQL basics); experience working alongside data engineering teams
- Experience with knowledge management platforms and practices; familiarity with SharePoint and Microsoft Teams as organizational tools, including site structure, permissions, and content governance
- Experience with knowledge management or qualitative insights platforms (e.g., HeyMarvin, Dovetail, or similar)
- Experience in retail energy, utilities, or another regulated/deregulated consumer services industry
- Familiarity with project management tools (Asana or similar) and async-first team workflows
- Exposure to AI-assisted research or survey workflows
Level, Title and/or Salary may be adjusted based on the applicant's experience or skills.
Official description on file with Talent.
We support the use of AI tools to help you prepare for your interview (e.g., practicing responses, researching the role, or refining your resume). However, during interviews and assessments, we expect responses to reflect your own thinking, experience, and communication. Use of AI to generate or read answers in real time, complete assessments, or misrepresent your qualifications is not permitted and may impact your candidacy.
