Sr. Manager, New Homes Customer Operations

Description

POSITION DESCRIPTION:

Q CELLS Home Energy Solutions seeks an experienced solar customer operations professional to lead a team to direct the strategy and execution for the New Homes Customer Operations program. As the Senior Manager, New Homes Customer Operations, you will be responsible for leading customer service in coordination with the New Home Builders to support the new homeowners with their new solar and battery system. Major responsibilities include defining SOPs for new home customer support supporting best in class communication and issue resolution. This is an important position with an exciting new division within Qcells with the responsibility for building and scaling the solar customer service department to match the growth of the business. The ideal candidate is an experienced New Homes Solar Sales professional with strong analytical skills, great with people and better at identifying opportunities in business processes, and leadership skills. Experience in New Homes solar customer operations is a must.

This position will be based out of one of our offices in Irvine, CA; San Francisco, CA; or Teaneck, NJ, with a potential in-office schedule set at the direct manager's discretion in accordance with the company policies and procedures. Remote work may be considered for exceptional cases.

RESPONSIBILITIES

• Build and develop a high-performing team of solar customer service professionals that have a passion for resolving issues and making homeowners happy with their solar system.
• Have a technical understanding of solar monitoring and to quickly find solutions and ensure that customer experience is seamless.
• Develop a standard operating process and procedure as well as CRM to support New Homes customer service.
• Ensure customer satisfaction and retention are key priorities while driving excellent customer satisfaction metrics and expanding in the market.
• Identifies and implements opportunities for continuous improvement within the customer support team with a focus on efficiency and development.
• Review operational process and procedures to ensure conformance to industry best-practices.
• Analyze and monitor team performance to iteratively improve upon cycle times.
• Be a key strategic stakeholder in the development of new product rollouts while working cross functionally with other leaders to drive business objectives.

REQUIRED QUALIFICATIONS

• Bachelor's degree in business, management, communications, marketing, or other related field with a minimum of 8-10+ years of professional work experience including 5+ years' experience in solar customer service operations and 3+ years' experience in New Homes sales operations leading large teams.
• Ability to exercise strong organizational, problem-solving and analytical skills.
• Excellent leadership, team development, people management and influencing skills.
• Impeccable attention to detail as well as a detailed analytical thinker with ability to recruit and lead quantitative talent.
• Excellent oral and written communication skills with the ability to present credit management, vision and strategy in internal and external forums.
• Entrepreneurial mindset and demonstrated ability to thrive in a high growth environment.
• Process driven while finding long-term solutions.
• Ability to translate business strategy into day-to-day delivery.

PREFERRED QUALIFICATIONS

• Advanced degree

Hanwha Q CELLS America Inc. ("HQCA") is a Qcells company, one of the world's largest manufacturers and providers of solar photovoltaic (PV) products and solutions. Headquartered in Irvine, California, HQCA has been rapidly expanding its business in North America through the expansion of products and solutions, including distributed energy solutions, direct-to-homeowner solar sales and financing, and EPC services. We provide an opportunity to be part of an exciting and growing world-class global business in an interesting and expanding industry of the future.

PHYSICAL, MENTAL & ENVIRONMENTAL DEMANDS:

To comply with the Rehabilitation Act of 1973 the essential physical, mental and environmental requirements for this job are listed below. These are requirements normally expected to perform regular job duties. Incumbent must be able to successfully perform all of the functions of the job with or without reasonable accommodation.

Mobility

Standing

20% of time

Sitting

70% of time

Walking

10% of time

Strength

Pulling

up to 10 Pounds

Pushing

up to 10 Pounds

Carrying

up to 10 Pounds

Lifting

up to 10 Pounds

Dexterity (F = Frequently, O = Occasionally, N = Never)

Typing

F

Handling

F

Reaching

F

Agility (F = Frequently, O = Occasionally, N = Never)

Turning

F

Twisting

F

Bending

O

Crouching

O

Balancing

N

Climbing

N

Crawling

N

Kneeling

N

The salary range is required by the California Pay Transparency Act and may differ depending on the location of those candidates hired nationwide. Actual compensation is influenced by a wide array of factors including but not limited to, skill set, education, licenses and certifications, essential job duties and requirements, and the necessary experience relative to the job's minimum qualifications.

*This target salary range is for CA positions only and should not be interpreted as an offer of compensation.
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