eCommerce Operations Specialist

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.

The Role:

We're looking for a proactive and detail-oriented eCommerce Operations Specialist who thrives in a fast-paced environment and enjoys solving problems, identifying friction, and helping initiatives come to life. In this role, you'll support the execution of eCommerce projects by working cross-functionally with internal teams and third-party partners to ensure smooth delivery and a seamless customer experience. You'll assist with go-to-market initiatives, monitor KPIs, validate pricing, and help improve the customer journey by identifying bugs, inefficiencies, and optimization opportunities. The ideal candidate is organized, curious, and energized by working across teams to bring strategies to life and enhance operational performance. Strong project management skills, the ability to juggle multiple deadlines, and a problem-solving mindset are key to success in this role. If you're a strategic thinker who takes ownership of eCommerce execution and continuously looks for ways to improve and optimize the customer experience, we'd love to hear from you!

Essential Functions/Responsibilities:

• Support and execute eCommerce initiatives - Assist in planning and carry out tactical execution of projects handed off from leadership, contributing to the development of the eCommerce roadmap.
• Collaborate with Project Management - Help build out project plans in Asana and coordinate meetings and follow-ups needed to move initiatives forward.
• Work cross-functionally - Partner with NRG, Channel Partners, Marketing, UX, IT, VT, Customer Care, and other internal teams to support execution and alignment.
• Coordinate third-party tools and services - Serve as the day-to-day contact for partners such as Klarna, Contentsquare, and others involved in the eCommerce experience.
• Assist with product launches - Contribute to go-to-market execution plans, coordinate asset needs, and support QA testing efforts.
• Validate pricing accuracy - Work with the Pricing team to ensure displayed prices are accurate across all offers and customer segments.
• Conduct UAT testing - Own and execute User Acceptance Testing for new features and experiences to ensure functionality before launch.
• Track bugs, errors, and fraud issues - Maintain dashboards that log and monitor issues impacting conversion and installation rates; escalate recurring patterns for resolution.
• Review customer and call center interactions - Use Cresta to analyze how eCommerce customers and call center representatives interact on calls, identifying opportunities to improve internal processes and enhance the overall customer and agent experience.
• Evaluate the eCommerce flow - Review the customer journey end-to-end to uncover friction points and recommend optimizations.
• Monitor performance metrics - Track KPIs across key initiatives and provide insights to help inform strategic decisions (without owning the strategy).
• Identify operational inefficiencies - Use tools and data to detect friction in workflows and share findings with relevant teams.
• Prioritize work based on impact - Help ensure tasks and initiatives focus on the areas with the greatest impact on customer experience and business performance.
• Support CRO/Web Experience efforts - Collaborate with the CRO/Web Experience team on the creation and improvement of eCommerce pages and components as needed.

Who You Will Work With:

• Marketing, Analytics, Brand, and Creative teams
• Development teams
• Customer Experience

Required Skills:

• Ability to execute and support eCommerce initiatives using data insights and cross-functional inputs.
• Familiarity with eCommerce platforms and end-to-end digital customer experiences.
• Strong organizational skills with the ability to track bugs, manage priorities, and coordinate cross-functional execution.
• Comfortable using project management tools (preferably Asana) to manage timelines, tasks, and stakeholder communication.
• Clear and professional written and verbal communication skills, with the ability to summarize findings and collaborate across teams.
• Analytical mindset with the ability to monitor KPIs and identify areas of friction or opportunity.
• Experience using tools like Cresta, Contentsquare, or similar platforms to investigate performance and user behavior.
• Ability to work efficiently in fast-paced environments with multiple projects and stakeholders.
• Detail-oriented with a strong sense of accountability for accuracy and follow-through.

Required Experience:

• Bachelor's degree in Business, Marketing, Communications, or a related field.
• 1-3 years of experience in eCommerce operations, digital program execution, or cross-functional project coordination.
• Experience supporting go-to-market initiatives and/or product launches.
• Familiarity with project management tools (e.g., Asana, Jira, Trello).
• Exposure to eCommerce analytics and tools such as Contentsquare, Google Analytics, or similar platforms.
• Experience working closely with multiple teams including eCommerce, marketing, customer care, IT, and analytics.
• Understanding of digital customer journeys and how to evaluate performance throughout the eCommerce funnel.
• Experience reviewing and escalating bugs, conversion blockers, or operational issues preferred.

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.