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Customer Experience Program Manager

Req ID:  99661

Do you want to change the world? We do, too.
 
The energy market is roughly $4 trillion globally, and solar penetration is less than 1%.  But just one hour of sunlight, if harnessed, could power the entire world for a year. We have the opportunity to completely change the way energy is produced, distributed and consumed on a global scale, and we’re looking for talented, committed people to help us drive our growth and achieve our goals.
 
SunPower is a global solar energy solutions company with a rich heritage of pioneering the best energy technologies in the world. Our solutions are unrivaled in terms of long-term reliability, efficiency and guaranteed performance, and our company is unmatched in terms of global reach and scale. Through design, manufacturing, installation and ongoing maintenance and monitoring, SunPower provides its proprietary, world-record efficient solar technology to residential, commercial and utility customers worldwide.
 
SunPower is changing the way our world is powered every day with a brilliant, passionate and driven team of more than 2,000 in North America and the Philippines. In an industry that is reshaping the world’s energy future, there’s no better place to be than SunPower.
 
We believe that our employees create our brand – with each project, each communication, each task completed and each interaction. Experience is critical to SunPower in regards to not only our customers but also our employees and dealer partners. As such, we strive to hire candidates that are service focused. The experience we would expect the ideal person to deliver is:

 

SunPower is seeking a Sr. Program Manager, Customer Experience to support key programs and influence organizational teams to drive customer experience improvements and customer effort reduction (role can be remote). The Sr. Program Manager, reports to the Sr. Director, Customer Experience and will be responsible for improving overall quality for Customer Care operations. The role is centered on the continuous improvement of the Customer’s experience by developing programs focused on the improvement of key metrics that determine the quality of a customer’s experience with SunPower team members.

 

  • Drive analysis on important strategic decisions and inform key business initiatives, including understanding the key levers to improve the experience and sentiment
  • Improve operational performance by using a quantitative approach for issue identification, root cause analysis, and improvement rollouts.
  • Be the subject matter expert for the best support practices acquired internally and externally.
  • Communicate to senior regional leaders on projects and priorities; able to organize and lead effective meetings, collect, and provides actionable feedback & communicate priorities and goals effectively
  • Determine and define project scope and objectives

  • Predict resources needed to reach objectives and manage resources in an effective and efficient manner

  • Develop and manage a detailed project schedule and work plan

  • Provide project updates on a consistent basis to various stakeholders about strategy, adjustments, and progress

  • Utilize industry best practices, techniques, and standards throughout the entire project execution

  • Monitor progress and make adjustments as needed

  • Measure project performance to identify areas for improvement

 

Qualifications for Project Manager:

  • Bachelor's degree in computer science, business, or a related field

  • 5-8 years of project management and related experience

  • Project Management Professional (PMP) certification preferred

  • Proven ability to solve problems creatively

  • Strong familiarity with project management software tools, methodologies, and best practices

  • Experience seeing projects through the full life cycle

  • Excellent analytical skills

  • Strong interpersonal skills and extremely resourceful

  • Proven ability to complete projects according to outlined scope, budget, and timeline

 

Education Requirements: 

  • Program Management Certification is Required

  • Bachelor’s degree is Required STEM is highly preferred

 

Minimum Requirements: 

  • Minimum 4 years of relevant experience 

  • Demonstrated experience in project management, working closely with cross-functional stakeholders

  • A proven ability to communicate effectively to a wide variety of clients and partners 

  • Strong experience in customer service/contact center environment 

  

Preferred Requirements: 

  • Experience working with Agile  

  • Master’s Degree in STEM

  • Six Sigma Black Belt

 

Equal Employment Opportunity
The Company is an equal employment opportunity employer and makes employment decisions, including but not limited to, hiring, firing, promotion, demotion, training, and/or compensation, on the basis of merit. Employment decisions are based on an individual’s qualifications as they relate to the job under consideration. The Company’s policy prohibits unlawful discrimination based on sex (which includes pregnancy, childbirth, breastfeeding, or related medical conditions, the actual sex of the individual, or the gender identity or gender expression), race, color, religion, including religious dress practices and religious grooming practices, sexual orientation, national origin, ancestry, citizenship, marital status, familial status, age, physical disability, mental disability, medical condition, genetic information, protected veteran or military status, or any other consideration made unlawful by federal, state or local laws, ordinances, or regulations. The Company is committed to complying with all applicable laws providing equal employment opportunities. This commitment applies to all persons involved in the operations of the Company and prohibits unlawful discrimination by any employee of the Company, including supervisors and co-workers.


EOE Minorities/Females/Protected Veterans/Disabled

SunPower Supports EEO

Accommodation for Applicants to SunPower Corporation
SunPower Corporation is an Equal Employment Opportunity / Affirmative Action employer and provides reasonable accommodation for qualified individuals with disabilities and disabled veterans in job application procedures. If you have any difficulty using our online system and you need a reasonable accommodation due to a disability, you may use the following alternative email address to contact us about your interest in employment at SunPower Corporation: jobs@sunpower.com. Please indicate in the subject that line of your email that you are requesting accommodation. Only candidates being considered for a position who require an accommodation will receive a follow-up response.

 

NOTICE TO ALL APPLICANTS AND EMPLOYEES

Availability of Affirmative Action Plan for Review

SunPower is a federal government contractor. As a part of the Company’s obligations under law, it must develop a written Affirmative Action Program (AAP) for the Disabled, Recently Separated Veterans, Armed Forces Service Medal Veterans, Disabled Veterans and Active Duty Wartime Or Campaign Badge Veterans and for Women and Minorities as specified by law. Non-confidential and non-proprietary aspects of the AAP are available for inspection by applicants and employees, consistent with applicable law, which will be made available during office hours by contacting the EEO Officer.

 

 

 

SunPower Values

  • Put Customers First
  • Win Together
  • Lead Decisively
  • Innovate Relentlessly
  • Do the Right Thing


Nearest Major Market: Austin

Job Segment: Program Manager, Manager, Computer Science, Project Manager, Six Sigma, Management, Technology

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