Note: The job is a remote job and is open to candidates in USA. 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. The Senior Manager of Product Usage & Insights will analyze customer interactions with the Vivint smart home ecosystem, translating data into actionable insights to support product development and enhance customer experience.
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
Skills
- 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 is highly preferred
Benefits
- Annual bonus
- Short- and long-term incentives
- Program-specific awards
- Benefits program which include, but are not limited to, medical, vision, dental, 401K, and flexible spending accounts
Company Overview