Operations Manager - Orlando, FL

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 Description

The Operations Manager oversees the daily operations, team performance, and office management of a DTH (Direct-to-Home) Installation Program. This role is responsible for recruiting, training, and managing a team of Pros across multiple programs, ensuring compliance with Standard Operating Procedures (SOPs), state/provincial licensing requirements, and company training standards (including SHP 1.0 and continuing education).

External Description

Key Focuses:

• People Leadership & Development Team Leadership & Development- Provides ongoing coaching, performance management, and monthly performance review audits for all Installation Pros. Conducts monthly installation inspections and delivers regular training to ensure quality and compliance. Collaborates with the Regional Manager on staffing decisions and Assistant Operations Manager performance.
• Pro & Team Development- Holds recurring one-on-one meetings (weekly or bi-weekly) with every Installation Pro in the manager's downline. Each session focuses on individual recognition of strong performance, transparent discussion of areas needing improvement, and the creation of actionable improvement plans with clear steps and timelines to drive accountability and professional growth.
• Off Season Recruitment & Training- Recruits professional, driven Install Pros ahead of peak seasons and leverages pre-season sales trips to train new hires and keep veteran Pros motivated, ensuring the team is fully ramped, licensed, and ready before the season begins.
• Seasonal & Field Engagement- Participates in Preseason trips (minimum one in Fall, two in Spring), supports field service operations, and contributes to in-market recruiting and staffing efforts at the direction of the Regional Manager.

Weekly Operating Cadence

• Monday Weekly Planning & Ridealongs- Structures a comprehensive weekly plan each Monday that identifies which Installation Pros the manager will accompany on ridealongs throughout the week. This planning session also maps individualized pro coaching priorities aimed at improving specific metrics, and ensures all inventory is being accurately counted, tracked, and reconciled in alignment with company standards.
• Wednesday Weekly Team Huddles- Facilitates weekly team huddles every Wednesday to review and communicate corporate updates, weekly communications, and organizational priorities. Uses huddle time for scorecard coaching, walking through key performance metrics with the team to identify trends, celebrate wins, and drive focused improvements across all measurable categories.
• Communication Management- Serves as the central communication hub between leadership, Installation Pros, and cross-functional partners. Ensures corporate updates, policy changes, and operational priorities are clearly cascaded to the team in a timely manner, while also surfacing field feedback and concerns upward to leadership for resolution.

Operational Execution

• Operational Oversight- Plans and manages daily installation and service schedules, monitors installation and quality metrics, and ensures timely completion of service tickets within 90-day windows. Assigns home damage fixes as needed and manages the office NIS channel where applicable.
• Inventory & Asset Management- Owns the accurate tracking, counting, and reconciliation of all team inventory and company-issued assets. Ensures Installation Pros are accountable for assigned equipment, that stock levels align with installation demand, and that discrepancies are promptly investigated and resolved to protect company resources.

Financial & Administrative Stewardship

• Timecard Management- Reviews, edits, and approves all team timecards prior to the weekly Tuesday deadline. Ensures hours are accurately recorded, breaks and overtime comply with company policy, and any timecard discrepancies are addressed directly with the Pro to maintain payroll integrity.
• Managing Expenses- Oversees team-related expenses including travel, supplies, and operational spend, ensuring all costs align with approved budgets and business needs. Reviews expense submissions for accuracy and policy compliance, and partners with the Regional Manager to identify cost-saving opportunities and prevent budget overruns.
• Administrative & Cross-Functional Coordination- Submits monthly Manager Checklists and maintains positive working relationships across departments including Sales, Housing, 1Stop, Licensing, and MyHR. Attends all required bi-weekly Operations Manager meetings and FSM/OM meetings.

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 at http://www.eeoc.gov/employers/upload/poster_screen_reader_optimized.pdf)

Official description on file with Talent.

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