Manager, VOC Platform & Tools

Job summary

As an NRG employee, we encourage you to take charge of your career and development journey. We invite you to explore exciting opportunities across our businesses. You’ll find that our dynamic work environment provides variety and challenge.

Qualifications

• REQUIRED
• 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
• is not permitted and may impact your candidacy.

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
• 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

Skills

Degrees

Industry

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