Customer Operations Manager Jobs in Heber, UT (NOW HIRING)

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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 Field Planning Manager is responsible for executing and continuously improving field inventory operations that support installation and service teams. This role partners closely with Supply Chain, Demand Planning, Logistics, Product, and Field Operations leaders to ensure technicians have the inventory, tools, and operational support required to successfully serve customers.

The Manager drives inventory availability, field readiness, inventory optimization, operational performance, and cross-functional coordination. This role emphasizes balancing field inventory levels/turns, LOS, and logistics cost through strong partnership with Logistics and Demand Planning. Success is measured through inventory service levels, inventory health/turns, cost-effective logistics execution, operational efficiency, technician readiness, and field support effectiveness.

Field Inventory Strategy & Execution

• Maintain inventory availability levels that support established Level of Service (LOS) targets for field operations.
• Develop and execute strategies that optimize field inventory levels and turns while minimizing excess and obsolete inventory risk.
• Monitor inventory performance, identify supply risks, and coordinate corrective actions to maintain technician readiness.
• Partner with Supply Chain, Logistics, and Demand Planning teams to align inventory availability, replenishment timing, transportation decisions, and forecasted demand.
• Support replenishment, stocking strategies, and field deployment initiatives across service and installation operations.

Field Operations Support

• Participate in weekly operational reviews with DTH and Field Service teams to communicate LOS performance, product impacts, service level risks, and reason codes for LOS misses.
• Develop reporting, metrics, and scorecards that provide visibility into field inventory performance and operational readiness.
• Serve as a primary point of contact for field inventory needs and drive alignment between Supply Chain and operational stakeholders.
• Partner with Operations Managers, Directors, and Vice Presidents to identify and address inventory, tooling, and field readiness opportunities.

New Product Introduction Support

• Support NPI pilots in the field, including inventory placement, team selection, deployment planning, inventory tracking, recovery, and post-pilot reconciliation.
• Partner with Product, Supply Chain, Logistics, Demand Planning, and Field Operations teams to support successful field implementation of new products and processes.
• Capture lessons learned and recommend improvements for future field deployments.

Seasonal & Strategic Inventory Planning

• Manage summer kitting requirements and other seasonal inventory initiatives that support field readiness.
• Work closely with Demand Planning to establish inventory level requirements, deployment timing, and replenishment strategies.
• Ensure inventory is positioned appropriately to support operational demand while balancing inventory turns, logistics cost, and carrying cost risk.
• Monitor inventory utilization and recommend adjustments based on changing business conditions.

Operations Optimization

• Analyze operational and inventory performance data to balance LOS, inventory turns, logistics cost, and overall field effectiveness.
• Lead continuous improvement initiatives that enhance field inventory processes, inventory visibility, and technician productivity.
• Conduct root cause analysis on inventory service level misses and implement sustainable corrective actions.
• Drive process standardization and operational discipline across field inventory programs.

Cross-Functional Leadership

• Partner with the VP of Field Service, VP of DTH Field Service, Field Service Directors, DTH Directors, Operations Managers, Supply Chain leaders, Logistics, Demand Planning, Finance, and Product teams.
• Support cross-functional initiatives that improve inventory performance, technician readiness, field execution, and customer outcomes.
• Provide operational insights and recommendations to leadership through reporting, analysis, and business reviews.
• Ensure alignment between field operational needs and supply chain capabilities.

Team Leadership & Development

• Lead, coach, and develop employees while fostering a culture of accountability and continuous improvement.
• Establish clear priorities, goals, and performance expectations for team members.
• Promote collaboration, customer focus, operational excellence, and professional development.
• Support employee engagement, safety, and compliance initiatives.

Governance & Compliance

• Maintain adherence to inventory control procedures, operational standards, and company policies.
• Support audits, inventory reconciliation activities, and operational reviews.
• Identify operational risks and implement controls to improve inventory accuracy and accountability.
• Ensure consistent execution of established processes and operating procedures.

Performance Indicators:

• Field inventory Level of Service (LOS)    
• Technician inventory availability
• Excess and obsolete inventory reduction               
• Inventory health, utilization, and turns
• Inventory accuracy and compliance      
• Successful NPI pilot execution
• Summer kitting readiness and performance          
• Operational efficiency improvements
• Logistics cost management and inventory optimization results            
• Stakeholder satisfaction and field readiness outcomes
• Employee development and team performance
• Corrective action closure on LOS misses

• Bachelor's degree in Supply Chain, Business, Operations, Logistics, or related field, or equivalent experience.
• 5+ years of experience in supply chain, inventory management, field operations, logistics, or related operational functions.
• 2+ years of leadership experience managing teams or operational programs.
• Strong analytical and problem-solving skills with the ability to translate data into operational action.
• Experience working cross-functionally with operational and business partners.
• Excellent communication, stakeholder management, and follow-through abilities.
• Experience with inventory systems, reporting tools, and operational metrics.

Preferred Qualifications:

• Experience supporting field service, home services, telecommunications, solar, or installation-based operations.
• Experience with inventory planning, replenishment, and distribution strategies.
• Familiarity with demand planning, forecasting, logistics cost management, and inventory optimization concepts.
• Experience supporting NPI implementations or operational pilot programs.
• Lean, Six Sigma, APICS, or other operational excellence certification.

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.

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