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Sr Dir, Customer Care Digital Experience

Req ID:  97022

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 Corporation

Sr Director of Customer Care Digital Experience

 

Do you want to change the world? We do, too.
 
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.  This is a “ground floor” opportunity with the opportunity to have an impact at scale almost immediately.  The ideal candidate is a true builder.  Raising the bar for the customer service experience is core to SunPower’s strategy, and this position is critical in driving future growth. 

 

Reporting to the VP of Digital & Business Technology, you are the single threaded technology owner responsible for delivering our next-generation customer service platform. At SunPower it is our mission to vigorously earn and keep customer trust. To do this we will reduce customer effort, delivering world-class customer experiences enabled by best in class technology, supported by an engaged team of solar experts. You will be responsible for creating a world class customer service platform that eliminates defects for customers, and relies on self-service and automation to reduce customer effort. When customers want to interact with us, you will be responsible for creating an experience that treats every customer as a friend. You will do this by building a contact center platform for our agents that enables one contact resolution for the most complex of issues. You will identify talent to hire and develop a team that is passionate about building a customer experience that will be recognized as world class in the solar industry. You will work with the VP of Customer Care to define strategy and requirements. You will own delivery from concept through production and subsequent operation. This position involves regular communication with senior management on technical development, product strategy, status, and risks.  Excellent listening, writing skills and very strong technical competency are essential. The role requires delivery and operation of a complex set of products at a very high-quality bar in a fast-paced environment.

 

The ideal candidate has experience through multiple complete consumer product or service development cycles, possesses superior analytical abilities and product judgment. You have extensive experience in the contact center environment and are no stranger to contact center solutions in the market today. Ideally you have built or implemented scalable contact center technology that has delivered world class experiences. Key to success in this position is an equal passion for delivering new features as well as operating the existing applications at the highest level of quality, ensuring that our customers have a world-class experience.  The ideal candidate will be an independent and curious thinker who can make convincing, information-based arguments and will never stop learning about their customers' subject matter and areas of complexity.

 

KEY DELIVERABLES in the first year:

 

  • Deliver the next generation of SunPower’s customer service platform to deliver world class customer and agent experience
  • Develop defect elimination, self-service, and automation technology to support a rapidly growing business
  • Develop and lead a world-class product management team focused on delivering world class customer experiences
  • Engage with key stakeholders to become recognized as the expert in developing world class customer experiences to support extensive growth in the solar industry
  • Collaborate with marketing, brand, customer experience, and other software stakeholders to create a uniform software experience across SunPower software systems
  • Establish and maintain a high bar for quality and operational excellence.  Lead by example to create a culture of high attention to detail and learning from mistakes.

 

ESSENTIAL DUTIES include the following:

  • Generate product insights to accomplish and prioritize features, functions, and new capabilities in a fast-growing business.
  • Clearly articulate product decisions to executive leadership, users, the product team, internal stakeholders, and engineers
  • Conduct post-launch user feedback sessions to support continuous software improvement
  • Provide ongoing tracking and analysis of key product competitors
  • Ensure the products we build are straightforward to use and have customer-centric user interfaces.

 

Minimum Requirements:

  • Bachelor’s degree in computer science or related field.
  • 5+ years people management experience building strong teams and managers.  A passion for people management and mentorship.
  • Proven experience managing large cross functional project initiatives.
  • Successfully delivered products and services that scaled over time.
  • Ability to dive deep and find gaps that need to be addressed; and effectively identify, communicate, and recommend the best available solution to implement.
  • Strong project planning/execution skills including estimating, scheduling, and executing on committed schedules.
  • Demonstrated experience in building, delivering and operating products and services in a consumer-centric space.  Excellent customer intuition.
  • Strong verbal/written communication and inter-personal skills.
  • Ability to handle multiple competing priorities in a fast-paced environment.
  • Strategic thinker who will actively contribute as part of the Digital team, including setting strategy and deciding what our next best investments should be.

 

Preferred Requirements:

  • Experience with customer service software technologies, concepts, and architectural considerations, including those that utilize AWS and Salesforce technologies.
  • Thorough knowledge of current software design and development methodologies, processes, best industry practices, and techniques.
  • Experience in the solar industry
  • A proven ability to communicate effectively to a wide variety of clients and partners
  • Ability to absorb complex subjects and distill into an easily digestible form for other team members   
  • Self-starter, able to thrive in a fast-paced and continually changing environment

 

OTHER PERTINENT INFORMATION

  • The candidate must be legally entitled to work and reside in the United States
  • Position can be located in San Jose CA, Richmond CA, Austin TX or remote

 

 

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

Apply now 

 

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: Computer Science, Technology

Apply now »