Sr Product Manager, Product Usage

NRG Energy, through its Vivint Smart Home business, creates connected smart home products and services for a smarter, cleaner, and more sustainable future. The Senior Product Manager, Product Usage role analyzes device telemetry, customer support data, and operational metrics to identify product gaps and roadmap opportunities. The role also develops internal AI and data tools, builds business telemetry dashboards, and enables cross-functional teams to better understand customer behavior and product performance.

Responsibilities:

• Analyze high-volume device telemetry and behavioral data to understand how, when, and why customers use specific smart home products on a daily basis
• Partner with Customer Operations and Technical Support to systematically audit troubleshooting calls, hardware failure rates, and customer friction points
• Translate real-world product issues and negative customer experiences into clearly defined product gaps, presenting data-backed optimization opportunities to core Product Managers
• Support core Product Managers by providing empirical data and usage baselines to inform 1-to-2 year product roadmaps and feature prioritization
• Operate as the central hub for product insights, collaborating daily with Supply Chain (on hardware reliability), Marketing (on feature adoption), Research (on user sentiment), and Operations (on field issues)
• Synthesize disparate data streams into unified, scannable dashboards and operational metrics that accurately reflect the health and performance of the live product portfolio
• Lead the conceptualization and deployment of internal generative AI, search, or analytical tools designed to help internal teams query and understand complex product and business data more efficiently
• Build automated reporting mechanisms and data repositories that allow non-technical stakeholders to quickly extract trends regarding product usage and operational performance

Requirements:

• Exceptional proficiency in data manipulation and statistical analysis
• Baseline skills in SQL, data visualization platforms (e.g., Tableau, PowerBI), and Excel are required
• Strong diagnostic instincts with the ability to look past surface-level symptoms in customer support logs to identify underlying firmware, hardware, or software flaws
• Proven ability to build strong working relationships and align priorities across diverse corporate functions without relying on direct authority
• Solid understanding of how to apply basic data science workflows or leverage low-code/no-code internal AI frameworks to automate business intelligence
• 4–6+ years of experience in product analytics, business intelligence, operations framework management, or a data-focused product management role
• Demonstrated success aggregating data from operations, supply chain, or customer support teams to drive business or product changes
• B.S. or M.S. in Data Analytics, Business Statistics, Finance, Information Systems, or a related quantitative discipline; equivalent practical analytical experience considered
• Direct experience working within consumer electronics, IoT, telecommunications, or subscription-based software services