Field Onboarding Experience Coordinator

SupportFinity™; Utah; On-site; USD 50,000 - 70,000; Full time

Job summary

SupportFinity™ is seeking a Field Onboarding Experience Coordinator in Utah to enhance onboarding processes for Field and Supply Chain Professionals. The coordinator will manage the onboarding experience end-to-end, ensuring smooth transitions and improving workflows based on real feedback.

The ideal candidate has 2-5 years of experience in operational support, preferably in field operations, showcasing strong organizational skills and a customer service mindset. This role emphasizes precise communication and collaborative problem-solving to ensure effective operations.

Qualifications

• Candidate must manage a high volume of onboarding processes with attention to detail.
• Strong problem-solving skills required to navigate ambiguity.
• Experience in field operations or frontline support preferred.

Responsibilities

• Coordinate the end-to-end onboarding process for Field Professionals.
• Enhance onboarding workflows based on feedback and insights.
• Act as a point of contact for Field and Supply Chain Pros.

Skills

Organizational skills

Customer service mindset

Problem-solving skills

Clear communication

Attention to detail

Education

2–5 years of experience in operational support or similar roles

Tools

HR systems

Onboarding platforms

Ticketing systems

Job description

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.

Field Onboarding Experience Coordinator

Field & Supply Chain Operations

Role Overview

The Onboarding & Offboarding Coordinator supports the 0–90 day experience for Field and Supply Chain professionals ("Pros"), from recruiting handoff through on-schedule readiness and exit, if applicable. This role sits within Field & Supply Chain Operations and focuses on improving real-world workflows—not recruiting or HR decision-making.

This role is both people-facing and insight-driven. Early success in this role will come from deep discovery: listening to Pros and field leaders, understanding where experiences break down, and turning those insights into clear, actionable improvements across workflows, systems, documentation, and cross-functional handoffs.

This role is for someone who enjoys untangling messy processes, building trust with frontline teams and leaders, and making work easier for real people. They listen first, spot patterns across systems and experiences, and help turn insights into practical improvements that help the field succeed.

Key Responsibilities

Onboarding Experience

• Coordinate the end-to-end onboarding process for Field Pros, ensuring a smooth and consistent experience from the time a candidate is hired in the system, through on-schedule readiness.
• Partner with Training, Talent Acquisition, HR onboarding operations, Fleet, Licensing, Field Ops, Supply Chain, and Compliance teams to ensure handoffs are clean and expectations are aligned.
• Monitor onboarding progress, identify breakdowns early, and intervene to keep Pros on track for on-schedule readiness.

Offboarding Experience

• Coordinate offboarding processes for departing Pros in partnership with managers and cross-functional teams.
• Support a professional, respectful offboarding experience that protects the company while treating individuals with dignity.
• Assist in capturing offboarding insights and feedback where appropriate.

Field-Facing Support

• Act as a trusted, responsive point of contact for:
  • Field and Supply Chain Pros
  • Field Managers and Regional Leaders
• Provide clear, timely, and empathetic communication—especially in high-stress or time-sensitive situations.
• Troubleshoot issues across systems, processes, or handoffs, escalating when necessary and following through to resolution.

Discovery, Insights & Experience Improvement

• Conduct listening sessions, shadowing, and check-ins with new Pros and field leaders during the first 90 days to understand what is working and where friction exists.
• Identify patterns across onboarding and offboarding experiences and distinguish one-off issues from systemic breakdowns.
• Translate qualitative feedback into structured insights, themes, and data that can be used to inform decisions and prioritize improvements.
• Partner with the Senior Manager of Onboarding & Offboarding in Field Operations to test, iterate, and refine onboarding workflows, tools, and guidance based on real field input.
• Help ensure improvements are practical, scalable, and aligned to how work actually happens in the field.

Process, Systems & Optimization

• Help improve system integrations and handoffs by identifying where tools, data, or ownership gaps create delays or confusion.
• Support the continuous improvement of onboarding and offboarding processes by:
  • Identifying friction points, delays, or recurring issues
  • Recommending improvements to workflows, tools, and communication
  • Helping document standard operating procedures (SOPs) and best practices
• Partner with leaders to help scale onboarding and offboarding operations as the organization grows.

Operational Discipline & Reporting

• Ensure data accuracy and timely updates to dashboards or reports used by leadership.
• Ensure clean handoffs between all parties involved to ensure timely on-schedule readiness.

Skills & Capabilities

• Exceptionally organized with strong attention to detail; able to manage high volumes of work without dropping the ball.
• Strong customer service mindset with the ability to balance empathy and professionalism.
• Comfortable working in a fast-pace, high-growth, and occasionally frenetic environment.
• Clear and confident communicator—both written and verbal.
• Strong problem-solving skills; able to navigate ambiguity and figure things out.
• Ability to manage multiple priorities and deadlines simultaneously.
• Collaborative and reliable partner across functions.

Experience & Qualifications

• 2–5 years of experience in operational support, onboarding coordination, field operations support, or similar roles that sit between frontline teams and centralized functions.
• Experience supporting frontline or field-based workforces strongly preferred.
• Familiarity with HR systems, onboarding platforms, ticketing systems, or workflow tools is a plus.
• Experience working in scaling organizations or operational environments is highly desirable.

What Success Looks Like

• New hires feel supported, informed, and ready from day one.
• Managers trust the onboarding and offboarding process and know what to expect.
• Overall new hire time to productivity timelines are predictable, efficient, and consistently met.
• Issues are identified early and resolved quickly.
• Processes scale smoothly as hiring volume and operational complexity increase.
• The experience reflects professionalism, care, and operational excellence.

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/Vet/Disability. Level, Title and/or Salary may be adjusted based on the applicant's experience or skills.

Official description on file with Talent.