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Director, Business Operations

Req ID:  100606

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’s mission is to change the way the world is powered. Solar energy is one of the fastest-growing industries in the US.  Not only is going solar beneficial for the planet; for most Americans it also saves money vs. buying power from the utility. Only 1.5% of US consumers use solar energy. At SunPower it is our mission to educate and support customers on their solar journey. We know that working backwards form the customer is how we will achieve this. This opportunity is a ‘blank canvas’ to revolutionize how the solar industry must treat customers to relentlessly earn and keep customer trust. 

 

Do you want to build world-class customer experiences that will change the way our world is powered? You are a builder, bursting with ideas that you know can achieve this but also bring SunPower to the pinnacle of the customer service industry. This role is critical to our success. We are looking for a leader who obsesses about customers, working backwards from their needs to deliver unrivaled customer service in the renewable energy industry. Leading with customer anecdotes, armed with facts and data, you will drive real change to reduce our customers’ effort at every step of their journey as they create their solar-powered home. Your ability to partner cross-functionally will be critical to your success. You are used to thinking much bigger than the problem at hand and deeply understand the value that a simple conversation can bring for both a customer and the business.

 

 

Reporting to the VP of Customer Care, this role is a senior leadership role with C-Suite visibility and accountability for executive leadership team goals. As Senior Director of Business Operations, you will work cross functionally to drive operational excellence across the Customer Care division. This influential and organizationally impactful position will take your superior analytical strength to the next level. You understand the importance of deep diving to get to the heart of a problem. You have indepth experience of creating mechanisms to support the rhythm of the business to achieve the goals that will build world-class customer experiences. You are very detail oriented, a confident writer, communicator, and collaborator. You make decisions easily using facts and data, challenging the status quo to quickly align on the best way forward. You take calculated risks in the knowledge that these are learning opportunities.

 

This leader will work with the VP and leadership team of Customer Care, partnering with Finance, HR, Sales, Marketing, Field Operations, Supply Chain, Quality, and many more to ensure strategic objectives are aligned, goals are SMART and stakeholders engaged.

 

This role has C-level and Board visibility, with extraordinary autonomy, scope, and potential for immediate impact.  You will be the voice of our customers in front of SunPower senior leadership.  You are strong at execution, and able to collaborate with sales, engineering, legal, and finance colleagues to deliver a delightful, cohesive, and scalable experience.  Excellent listening, writing skills and very strong judgement are essential.  The role requires delivery and operational execution at a very high quality bar in a fast paced environment.

 

Key Responsibilities include:

  • Be the single-threaded owner of the rhythm of the business for Customer Care. You will partner with the leadership team, drive and manage the rhythm of the business cycle including goal setting, operational planning processes, and regular business reviews.
  • Create a communications strategy for Customer Care that engages employees via Focus Groups, All Hands sessions, DEI work and much more.
  • Collaborate effectively with partner teams to ensure alignment with projects and initiatives
  • Drive and manage the operational, financial, HC tracking, and metrics for the business
  • Project manage up to 5 critical initiatives across all stakeholders and all levels
  • Become the subject matter expert, understanding how the Customer Experience is influenced across all business areas at SunPower

 

Minimum Qualifications:

  • Bachelor's degree, preferably in a technical field.
  • 12+ years of experience in product management or general management in a software-driven, consumer-facing business. 
  • 5+ years people management experience building strong teams and managing managers.  A passion for people management and mentorship.
  • An entrepreneurial spirit who wants to change the world and naturally prefers to move fast.
  • Proven ability to actively hire, coach, and develop world-class teams in multiple locations.
  • Strong project planning/execution skills including estimating, scheduling, and executing on tight deadlines.  Ability to handle multiple competing priorities in a fast-paced environment.
  • Ability to communicate a vision that inspires your team and your leadership to work toward best-in-class solutions for our customers. 
  • A track record of empowering teams to execute on their mission free from distractions, misalignment, or other impediments to their success.
  • Excellent written and verbal communication skills.
  • Strong ability to use data and metrics to back up assumptions, make recommendations, and drive actions.  High attention to detail.  Eats complexity for breakfast.
  • Strategic thinker who will actively contribute as a member of SunPower’s executive leadership team, including setting strategy and deciding what our next best investments should be.

 Preferred qualifications:

  • Masters or MBA degree
  • Experience in digital lending, payments, or other fintech businesses. 
  • Experience optimizing a large, complex online customer acquisition funnel with many channels and products, including leveraging 3rd party online sales and marketing partners.
  • An understanding of modern software build processes.
  • Ability to dive deep and find gaps that need to be addressed; and effectively identify, communicate and recommend the best available solution to implement.

Professional traits that are not unique to this position but necessary for SunPower leaders:

  • Exhibits excellent judgment
  • Hires great people.  Develops great people,
  • Has relentlessly high standards
  • Expects and requires innovation of their team
  • Thinks big and has convictions
  • Delivers results
  • Has the innate ability to inspire passion in others

 

 

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: San Jose
Nearest Secondary Market: Palo Alto

Job Segment: Manager, Sales Engineer, MBA, Management, Sales

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