Manager, VOC Platform & Tools

About the role

The 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.

Core Responsibilities

• VOC 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
• VOC survey platform - Maintain survey email templates, pre-launch QA, and deployment checklists for all active survey programs
• VOC survey platform - Configure and maintain embedded data fields, survey logic, and branching structures in coordination with survey design leads
• VOC survey platform - Monitor and maintain closed-loop case management workflows; escalate routing issues to the appropriate team
• VOC survey platform - 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
• Insights & Knowledge Management Platform - Manage user provisioning, permissions, and contributor governance across the team
• Insights & Knowledge Management Platform - 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
• Insights & Knowledge Management Platform - 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
• Team Knowledge Management & Information Flow - 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
• Team Knowledge Management & Information Flow - Define and maintain a consistent folder taxonomy, naming conventions, and permissions structure across SharePoint and Teams channels
• Team Knowledge Management & Information Flow - 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
• Team Knowledge Management & Information Flow - Maintain and evolve knowledge repositories over time as the team's tools, programs, and needs grow
• Survey Operations Support - Support the design and execution of ongoing CX survey programs (Relationship, Welcome, Care, Exit, and others) in coordination with the VOC Director
• Survey Operations Support - Build and configure ad hoc and internal customer surveys from intake through deployment and reporting
• Survey Operations Support - Maintain the current Home Protect Post-Claim Survey and other specialty survey programs as assigned
• Survey Operations Support - 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
• Data Infrastructure Collaboration - Support data field documentation, metadata standards, and data dictionary maintenance across platforms
• Data Infrastructure Collaboration - 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
• Platform Documentation & Governance - Build and steward a technology inventory for the VOC Programs & Innovation team
• Platform Documentation & Governance - Support onboarding of new team members and stakeholders to platform tools
• Platform Documentation & Governance - Identify opportunities to improve platform efficiency, reduce manual processes, and standardize workflows

Qualifications

• 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
• 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
• Familiarity with data integration concepts (APIs, file-based transfers, or SQL basics); experience working alongside data engineering teams
• Familiarity with knowledge management platforms and practices; familiarity with SharePoint and Microsoft Teams as organizational tools, including site structure, permissions, and content governance
• 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