Manager, Residential Solar Customer Operations

Role Overview

• Lead the day-to-day operations of the Residential Solar Customer Operations team, ensuring alignment to department goals and company objectives
• Plan and execute strategic initiatives focused on improving performance, scalability, and customer experience
• Evaluate existing processes, identify gaps, and design solutions to improve efficiency, quality, and consistency
• Analyze operational and performance data to inform decision-making and prioritize areas of focus
• Serve as the primary relationship partner for third-party nearshore partner(s), establishing clear expectations, monitoring performance, and driving continuous improvement
• Partner with Workforce Management to support forecasting, staffing, and service level attainment
• Build strong cross-functional relationships to ensure alignment with broader business priorities
• Communicate effectively across internal and external stakeholders with a collaborative, solutions-oriented approach
• Lead, coach, and develop team members, providing clear direction, feedback, and growth opportunities
• Foster a people-first culture with a focus on engagement, accountability, and performance
• Lead and develop the collections team through direct and indirect leadership, including team leads and supervisors
• Monitor collection metrics, identify trends, and implement strategies to improve recovery rates and reduce delinquency
• Drive collection performance against targets while balancing customer experience and compliance requirements
• Address and resolve employee-related matters in partnership with Human Resources as needed
• Influence change through thoughtful communication, context, and a positive approach
• Perform other duties and responsibilities as assigned

Requirements

• 5+ years of experience in customer operations, customer service, or a related field
• 2+ years of people leadership experience
• Experience in residential solar or a related energy/utility industry required
• Experience working with third-party or nearshore teams strongly preferred
• Experience with workforce management, forecasting, or service operations preferred
• Strong analytical, problem-solving, and critical thinking skills with attention to detail
• Ability to assess operations, identify opportunities, and implement process improvements
• Proven ability to lead effectively in a fast-paced, growth-oriented environment
• Strong people leadership skills, including coaching, development, and performance management
• Ability to prioritize and manage multiple initiatives simultaneously under tight deadlines
• Effective communication and relationship-building skills with a high degree of professionalism and integrity
• Demonstrated ability to influence change and drive results through others
• Forward-thinking, solution-oriented mindset
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint) and operational systems/tools.

Benefits

• Comprehensive coverage including medical (plus free telehealth), dental, vision, and employer health savings account contributions.
• Robust support through Headspace and free mental healthcare visits for you and your dependents.
• Extensive assistance with Maven, paid family and caregiver leave, and fertility, adoption, and surrogacy services.
• Strong financial foundation with a 401(k) plan, company match, and access to financial wellbeing tools.
• Paid time off, tuition reimbursement, paid leaves, employee hardship fund, and a wide range of additional perks.