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Senior Director of Service Delivery SunRun
THIS JOB HAS EXPIRED
Summary DescriptionWe are looking for a high energy, results-driven executive with 15+ years of experience in the areas of customer service, call center management, field service, and related technology deployment to lead our customer care, billing and field service departments. You are passionate and enthusiastic about delivering the best possible experience to customers, and you know how to build high performing teams. You?re no longer inspired by working for just another technology or services company and are ready to devote your precious time and energy to a company that is not only making good, but doing good.
Responsibilities
?Lead the Customer Care team, currently 28 people plus an outsourced call center, in their efforts to achieve key goals: high customer satisfaction, short wait time, fast issue resolution and cost improvements.
?Build a world-class customer service call center including:
oIdentify, develop, implement and improve best practice policies and procedures
oDevelop systems, processes and tools to increase efficiency and resolve customer pain points, including CRM applications, integrated telephony, self-service options and cross-functional process improvement
oMake decisions on level of support to include in-house versus through service providers. Select and manage service providers as needed
oHire, train, motivate and manage customer service team
oDevelop and manage customer service budget and long-range plan
?Lead the Fleet Operations team, currently seven people with over 20,000 solar systems under management, in their efforts to reduce O&M costs, monitor and improve the fleet?s energy production, manage a network of field service providers, and build/maintain our metering infrastructure
?Lead the billing and collections team in their effort to provide timely, accurate and friendly billing; Maintain low customer default rates
?Identify and develop best practices in field operations and drive adoption across Sunrun service partners
?Analyze O&M data to drive improvements to build and operations standards
?Implement new software systems as needed or required; provide requirements for improved software systems including our SFDC service cloud, ERP, field service ticketing system and asset management
?Play a key role on cross-functional teams that are the building the next generation of Sunrun infrastructure across our IT, finance, customer service, sales, engineering and operations departments
?Provide strategic input on the growth and direction of the company and provide leadership in the company?s effort to differentiate through an outstanding customer experience
?Foster a culture of ?customer obsession? throughout the organization
?Set strategy for our service delivery function; ensure that our service meets and exceeds our customer experience and cost goals
Requirements
?Sunrun is a world-class team. We are seeking world-class candidates with demonstrated success in building and scaling a service delivery team including 15 or more years of experience preferably in both start-ups and best-in-class large companies
?Extensive experience both building and leading internal and outsourced customer care call centers including developing and implementing fundamental procedures, systems and analytics to drive performance and costs
?Experience in managing field service or field operations
?Demonstrated success at hiring, training, developing and leading high-functioning, happy teams
?Direct experience in business process improvement and with the tools and data requirements for supporting an effective business process improvement practice
?Experience in developing and implementing rigorous quality and efficiency metrics and associated improvement programs; Direct experience with improving top line metrics such as customer satisfaction, abandonment rate, first call resolution, etc.; Six sigma expertise strongly preferred, demonstration of intense analytical and process rigor required
?Strong experience in contributing to the design and implementation of process-enabling software, particularly with Salesforce.com
?Experience making buy versus build decisions for services required by the team. Experience sourcing and managing outsourced resources (vendor management)
?Proven leadership skills in project management and ability to develop and manage a multi-million dollar budget
?Must be high energy, collaborative, open, customer-obsessed and results focused
?Must be a demonstrated self-starter and thrive in a complex and rapidly changing environment
?Experience with consumer businesses strongly preferred
| Location: | San Francisco, CA United States |
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THIS JOB HAS EXPIRED
SunRun
Investors: Foundation CapitalAll Jobs: at SunRun
| Web Site: | www.sunrunhome.com |
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| Headquarters: | 00000 United States |
| Industry: | Cleantech / Energy |
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