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Manager, Customer Service

Req ID:  111983

Do you want to change the world? We do, too.
 
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 change the way energy is produced, distributed and consumed, and we’re looking for talented, committed people to help us drive our growth and achieve our goals.
 
SunPower is a solar energy solutions company with a rich heritage of pioneering the best solar technologies in the world. Our solutions are unrivaled in terms of long-term reliability, efficiency, and performance. SunPower offers the only solar + storage solution designed and warranted by one company that gives customers control over electricity consumption. Through design, installation, maintenance, and monitoring, SunPower provides its world-class solar solutions to residential and commercial customers across the U.S.
 
SunPower is changing the way our world is powered every day with a brilliant, passionate, and driven team of more than 2,500 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. SunPower welcomes the forward thinkers, the future savers of the world, the freedom chasers and all those demanding better, cleaner energy.

 

 

SunPower is looking for an Operations Manager who will oversee approximately 5 to 8 direct line Supervisors/Leaders who lead 100 to 120 front line associates.  The ideal leader ensures supervisors build a work environment where associates are engaged and feel a positive sense of achievement about their role in delivering world-class service.   

In this role you will be responsible for the overall performance and operational delivery of your teams, this requires you to work with key support functions such as Capacity Planning and Quality Assurance to review performance trends and opportunities and take continual action to improve the service level and quality of performance.  You will represent your team in the wider business, being accountable for creating the input, actions and representation of team performance. You will also be a key partner for business teams when operational points of contact to coordinate launches, messaging, or reviews are required. 

 
Skill Requirements:
Leadership 

  • Experience leading other leaders directly 

  • Experience interviewing and selecting people who will maintain a high-performance bar in SunPower 

  • As a leader of leaders understands how to nurture and develop leadership skills 

  • Strong oral, written and listening skills 

  • A positive communicator who understands, when necessary, how to have tough conversations 

  • Knows and communicates the SunPower mission, vision and strategy 

  • Ability to confidently facilitate team discussions and communicate business messages 

  • Maintains a high level of professionalism and approachability 

 
Operational Delivery 

  • Understands and owns the controllable elements of service level delivery 

  • Ability to use data and insights to prepare metric reviews 

  • Creates operational plans to support peak ramp up and down as well as readiness for business launches 

  • Acts as the operational representative for business teams to understand the voice of the customer or partner in key processes or policy changes 

  • Builds plans to test and experiment with new approaches to service delivery 

 
Continuous Improvement 

  • Leads and participates in Kaizen events to improve the customer and associate experience 

  • Uses data to identify areas of ongoing improvement in how service is delivered 

  • Takes action on issues escalated from within the team, works with the rest of the business 

 

BASIC QUALIFICATIONS 

  • Bachelor’s degree 

  • At least two years experience leading leaders 

  • Advanced English 

  • Proficient in Microsoft Excel 

  • Strong commitment to exceptional customer experience, and a high level of dedication, enthusiasm, motivation, and persuasive ability in a team and cross-functional environment 

  • Excellent speaking-listening-writing skills, attention to detail, proactive self-starter 

  • Ability to work successfully in a dynamic, ambiguous environment 

  • Ability to meet tight deadlines and prioritize workloads 

  • Ability to develop new ideas and creative solutions 

  • Exceptional influencing and leadership skills 

 

PREFERRED QUALIFICATIONS 

  • Experience in Customer Service or Operations 

 

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: Phoenix

Job Segment: Manager, Quality Assurance, Management, Technology

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