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Sr Mgr, Customer Serv

Req ID:  85426

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 Phillipines. 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:
 

The Residential Channel is rapidly growing, entering new markets and adding new products.

As a member of the Operations and Customer Care team, the Sr. Manager of Sr. Manager, Operations and Customer Experience, will work within the organization to understand, develop, and improve our processes to ensure that each touchpoint across the customer journey is engaging, efficient, and effective You will help us define our vision of the ideal customer experience and then help build operational capabilities to deliver it  This role will also be critical in ensuring that the ideal customer experience is considered and resourced as new products are introduced.

The Sr. Manager, Operations and Customer Experience will work cross-functionally with a variety of internal groups as well as with external partners to enable and ensure delivery of our ideal, differentiated customer experience.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following (other duties may be assigned):

  • Map and develop holistic journeys addressing all customer touchpoints our customers take on their path from purchase, install and use and care for their new solar and storage systems.
  • Collaborate with various teams to establish a baseline for the current enablement of the ideal customer vision and to measure progress along the way with qualitative and quantitative indicators
  • Develop process documentation, program metrics, and powerful visuals (flow charts, PPT visuals) to help standardize customer interactions
  • Monitor the NPS program to understand the drivers behind customer loyalty and which attributes detract from the customer's perception of the overall brand and impression of our services.
  • Collect, analyze, and interpret customer interactions data to identify requirements and information useful in optimizing the customer experience
  • Work cross-functionally to ensure operational readiness for new product introduction, ensuring that team is taking customer viewpoint to all new processes and connections.

 

 

Minimum Qualifications

  • Bachelor’s in business, Engineering or a related field required (or equivalent background). 
  • Minimum 7+ years of professional experience required
  • Passion and curiosity for defining how we service our customers in the easiest way possible.
  • Demonstrated ability to learn quickly and get results in a new space.
  • Passion for digging deep into a subject matter area.
  • Ability to collaborate with different teams, utilize outstanding influencing skills, and demonstrate strong senior-level/executive communication abilities.
  • Excellent written and verbal communication skills
  • Experience using a CRM and/or project management software
  • Significant leadership experience and subject matter expertise in customer experience initiatives, services delivery & operations, customer insights, organizational change and launch readiness

 

Preferred requirements

  • MBA or a relevant post-graduate degree is a plus
  • Experience in construction projects

 

Physical Demands and Working Conditions

  • Able to work upright and stationary and/or standing for working hours
  • Able to communicate, receive, and understand information and ideas with diverse groups of people in a comprehensible and reasonable method
  • Able to position and move objects up to 10 pounds
  • Able to use and learn standard office equipment and technology with proficiency
  • The position requires travel with the potential of overnight stays between assigned facilities and various locations within the community. Less than or equal to 10% travel.
  • May require travel to Field Operations Centers to understand the field operators work and interaction with the customer
  • Day to day work is completed in the office at personal computer M-F, first shift hours
  • Ambient noise level is usually quiet, consisting of normal conversations, business machines, telephones, but occasionally may be above average for portions of the business day

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: Manager, CRM, Project Manager, MBA, Management, Technology

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