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Role Description

In this role, you will lead the design, implementation, and optimization of operational processes and tools that drive efficiency and elevate the customer experience across field service and support teams. You will partner with cross-functional teams including operations, product, sales, marketing, and business intelligence to identify opportunities, implement improvements, and measure impact. The role requires strategic thinking, data-driven decision making, and strong leadership to influence outcomes across diverse stakeholders. You will be responsible for enhancing team productivity, reducing inefficiencies, and supporting scalable operational growth. This position blends analytical problem-solving with practical execution, offering a chance to make a tangible impact on service quality and organizational performance. You will also play a key role in change management, ensuring new processes and tools are successfully adopted and deliver measurable value. Travel may be required to support on-site collaboration and operational initiatives.

• Identify, design, and implement operational process and tool enhancements to improve productivity and customer satisfaction.
• Collaborate with cross-functional teams to define and execute improvements in workflows, software tools, and operational processes.
• Monitor operational metrics to identify inefficiencies and surface early signals of improvement opportunities.
• Lead cross-functional planning and action initiatives to operationalize new or updated services, processes, and tools.
• Support tracking of goals, KPIs, and deliverables, providing insights that inform field service strategy and execution.
• Champion customer-focused solutions and embed best practices into daily operations.
• Facilitate communication and progress tracking for operational changes, ensuring alignment across teams and stakeholders.

Qualifications

• Bachelor’s degree in business, operations, or a related field (or equivalent experience).
• 7+ years of experience in cross-functional process or service delivery roles.
• 5+ years of experience managing teams in customer-facing operations.
• 3+ years of experience collaborating with technical and non-technical teams.
• Proven ability to define process requirements and leverage data and metrics to drive improvements.
• Strong analytical, problem-solving, and organizational skills.
• Excellent communication and stakeholder management abilities, with experience influencing leadership decisions.
• Self-starter with the ability to navigate ambiguity and drive change in a fast-paced environment.
• Experience in field service or remote service delivery, CRM, IVR, WFM, or KMS tools is a plus.
• Knowledge of solar or energy services industries is advantageous.

Benefits

• Competitive base salary ranging from $83,300 to $120,000 annually, midpoint $100,000.
• Comprehensive health, dental, and vision coverage with 100% of employee premiums covered.
• 401(k) plan with employer match.
• Paid parental leave and sabbatical programs.
• Performance-based bonus opportunities.
• Equity stake through stock options.
• Professional development with up to $500 annual learning reimbursement.
• Flexible work environment with remote options and vibrant office spaces.
• Inclusive and collaborative culture emphasizing diversity, equity, and employee engagement.