Director, Operations Customer Success

Ever since we started in 2007, Sunrun has been at the forefront of connecting people to the cleanest energy on Earth. It’s why we’ve become the #1 home solar and battery company in America. Today, we’re on a mission to change the way the world interacts with energy, and we’re building a company and brand that puts power at the center of life. And we’re doing it by designing a dynamic culture where employee development, well-being, and safety come first. We’re unlike any other solar company. Our vertically integrated model gives us total control over every part of the energy lifecycle – from sale through installation and beyond – so you can find endless opportunities for growth. Come join a career you can grow in and a culture you can run with.

As a leader at Sunrun, you’ll bring our leadership principles to life by creating the experience, leading by example, and communicating well & often. You’ll keep score to drive results, develop people to help them grow, and build a deliberate culture where our values shine: We Love People, We Love to Create, and We Love to Run. Most importantly, you’ll attract and retain top talent to help Sunrun build the best team on the planet. Together, we run.​

We are seeking an experienced and dynamic Director of Customer Care & Experience to champion the voice of our customers and drive continuous improvement across our customer interactions and operational processes. This leadership role will be pivotal in shaping our customer experience, optimizing logistics and warehouse operations, and ensuring seamless collaboration with engineering, product, and service teams to deliver exceptional value. The ideal candidate will be a strategic thinker with a strong commitment to customer satisfaction, operational excellence, and a proven track record of implementing scalable solutions.

Responsibilities:

• Act as the “Voice of CX", raising key needs during planning

• Work cross-functionally to provide our engineering, partner, and corporate teams with information on feature requests and recommendations for enhancements to our design tools and new products

• Help to continuously develop and expand processes in order to streamline CX workflows

• Maintain robust development processes and ensure that requirements are defined, tracked and communicated in a consistent and effective manner, incorporating effective release, change and risk management controls.

• Drive continuous improvement initiatives to optimize processes, enhance efficiency, and deliver maximum value to the organization.

• Stay abreast of industry trends and emerging technologies, providing recommendations and insights for future products and initiatives.

• Work with Customer Service, Information Systems, and Infrastructure & Operations teams to ensure seamless, rapid response and resolution to product related issues.

• Identify gaps & issues in technical requirements, processes, or projects, and actively address in collaboration with the systems development and product development engineering teams.

• Define and drive the strategic roadmap for next-generation residential solar racking product solutions  

• Develop and implement strategic plans to optimize warehouse operations, including inventory management, order fulfillment and shipping/receiving.

• Establish and monitor key performance indicators (KPIs) to measure and improve warehouse performance, such as inventory accuracy, order accuracy and on-time delivery.

• Develop and maintain an enterprise logistics program, providing vendor management of the major couriers and ensuring shipping contracts and operations are optimized in practice.

• Develop, direct, and manage overall cost reduction targets and oversee execution of initiatives.

• Establish a continuous improvement culture, regularly reviewing processes and implementing lean methodologies and innovative technologies.

• Understand seasonal needs of the business and create logistical plans that support business growth, timelines, and budgets through peak periods

• Integral part of customer contract negotiations ie. MSA’s, Product Supply Agreements.

Qualifications:

• Bachelor of Business or  Engineering. MBA preferred.  

• 10+ years of progressive leadership experience in customer experience, operations, or a related field

• Proven experience in a leadership role focused on customer experience, operations, or a related field.

• Strong understanding of customer care best practices and methodologies.

• Demonstrated ability to drive continuous improvement initiatives and implement lean methodologies.

• Experience with warehouse operations, inventory management, and logistics programs.

• Excellent cross-functional collaboration and communication skills.

• Ability to analyze data, define KPIs, and drive performance improvements.

• Strategic thinker with a track record of developing and executing strategic roadmaps.

• Knowledge of industry trends and emerging technologies relevant to customer experience and operations.

• Exceptional problem-solving and analytical abilities.

Recruiter:

Please note that the compensation information is made in good faith for this position only.  It assumes that the successful candidate will be located in markets within the United States that warrant the compensation.  Please speak with your recruiter to learn more.

Starting salary/wage for this opportunity:

Compensation decisions will not be based on a candidate's salary history. You can learn more here.

This job description outlines the primary responsibilities, some essential job functions, and qualifications for the role. It may not include all essential functions, tasks, or requirements. If you are a qualified individual with a disability and you need reasonable accommodation during the hiring process or to perform this role, please contact us at [email protected].

Sunrun is proud to be an equal opportunity employer that does not tolerate discrimination or harassment of any kind.  We believe that empowering people and valuing their differences are essential for our mission of connecting people to the cleanest energy on earth. Learn more here: EEO | Sunrun