Head of Global Customer Care Operations

Company: SunPower
Location: Saint Paul
Posted on: January 23, 2023

Job Description:

Do you want to change the world? We do, too. SunPower is changing the way our world is powered every day with a passionate and driven team of more than 3,660 full-time employees in North America and the Philippines. SunPower provides world-class solar solutions to residential customers across the U.S. with a commitment to a superior customer experience. We welcome forward thinkers, freedom chasers and all those demanding better, cleaner energy to join us. Summary of Role: Reporting to the VP of Customer Care, this role is a senior leadership role with C-Suite visibility and accountability for executive leadership team goals. The role is responsible for building a world-class customer care operation across three sites, one in the Philippines, and 2 in the US, in Austin TX and Phoenix, AZ. The successful candidate will lead a team of up to 500 people solving problems for customers and dealers. A key responsibility is the management of our outsourcing partner, Provalus. Working closely with our workforce planning team, the successful candidate will determine the role that the outsourcer plays in our business continuity strategy as they help us to deliver world class experiences. This role will also lead all Process Improvement for the operation as well as Customer Escalations. The role will work with key partners such as the VP of Engineering as well as Sales, Financial Products, Supply Chain, Quality and Field Operations. Together with these partners, you will lead ensure that SunPowers team of solar experts is well equipped to resolve all customer and dealer problems. The ideal candidate has a track record of building and operating large, complex, and highly automated businesses, both direct to consumer and business to business. Key to success in this position is an equal passion for delivering new features as well as operating the existing applications at the highest level of quality, ensuring that our customers have a world-class experience. The ideal candidate will be an independent and curious thinker who can make convincing, information-based arguments and will never stop learning about their customers' subject matter and areas of complexity. This role requires actively hiring and developing a wide range of diverse talent, working closely with engineering, data science, operations, and compliance to define strategy and requirements, and leading the team from concept through delivery and subsequent operation. Superior analytical abilities are essential. Execution is key to delivering the best customer service in residential solar. This role owns all the Customer Care Operations metrics at SunPower and is accountable for reviewing, enhancing, and building out improved operational mechanisms across the company. This candidate will be an expert in creating and executing operational mechanisms at scale that allow the detection and correction of operational performance. You will have a passion for excellence and will be the single threaded owner of all things contact center. To do this, you will partner with all stakeholders to define, manage, and measure our ability to improve the customer experience. You care deeply about employee engagement and understand that the health and well-being of our teams determine the quality of the customer service we provide. You will build a leadership team that raises the bar and knows how to connect with people across a complex operation. As part of the Customer Care senior Leadership team, you will shape the future of the solar energy customer experience. This role has C-level and Board visibility, with extraordinary autonomy, scope, and potential for immediate impact. You will be the voice of our customers in front of SunPower senior leadership. You are strong at execution, and able to collaborate with sales, engineering, legal, and finance colleagues to deliver a delightful, cohesive, and scalable experience. Excellent listening, writing skills and very strong judgement are essential. The role requires delivery and execution at a very high quality bar in a fast paced environment. Key Responsibilities: + Lead a team of up to 500 people in Customer Care Operations call centers in the Philippines, Tempe, and Austin locations + Manage our outsourcing relationship Provalus (https://provalus.com/) to meet key customer and dealer deliverables + Deliver all operational customer, dealer, and agent metrics + Implement and deliver compliance standards of excellence + Define and implement operational rigor, building inspection mechanisms to deliver world- class customer experiences + Be the single threaded owner of the Customer Care Escalations team, driving excellence in root cause identification and correction both within Customer Care and for the wider SunPower organization + Own and execute the customer contact case management strategy, partnering with workforce planning and the Digital Team to remove manual processes, replacing them with technology solutions that scale + Develop clear insights from your team, backed with data to present sound proposals that will reduce customer effort by eliminating defects on the solar customer journey + Partner with critical stakeholders such as product development, engineering, sales, dealers, and others to develop key customer strategies and influence prioritization. + Lead a team of process improvement experts to create a process improvement roadmap to support frontline agents in delivering a world class experiences through tooling, training, and process improvement Minimum Qualifications: + Preferred candidates reside in Phoenix, AZ or Bellevue, WA. + Bachelor's degree, preferably in a technical field. + 10+ years experience in contact center leadership, preferably in technical support operations, providing service for direct to consumer but also third-party business to business + 5+ years people management experience building strong teams and managing managers. A passion for people management and mentorship. + 5+ years experience of leading process improvement initiatives in operations, preferably with Lean Continuous improvement, demonstrating the ability to deliver value faster to customers using technology. + An entrepreneurial spirit who wants to change the world and naturally prefers to move fast. + Proven ability to actively hire, coach, and develop world-class teams in multiple locations. + Strong project planning/execution skills including estimating, scheduling, and executing on tight deadlines. Ability to handle multiple competing priorities in a fast-paced environment. + Ability to communicate a vision that inspires your team and your leadership to work toward best-in-class solutions for our customers. + A track record of empowering teams to execute on their mission free from distractions, misalignment, or other impediments to their success. + Excellent written and verbal communication skills. + Strong ability to use data and metrics to back up assumptions, make recommendations, and drive actions. High attention to detail. Eats complexity for breakfast. + Strategic thinker who will actively contribute as a member of SunPowers executive leadership team, including setting strategy and deciding what our next best investments should be. Preferred Qualifications: + Masters or MBA degree + Lean, Six Sigma, or other process improvement qualifications + Experience in elevating the customer experience in a direct-to-consumer business + Experience optimizing a large, complex technical support organization across multiple channels, with, including leveraging 3rd party SunPower dealers and solar technicians + An understanding of modern software builds processes. + Ability to dive deep and find gaps that need to be addressed; and effectively identify, communicate, and recommend the best available solution to implement. Professional traits that are not unique to this position but necessary for SunPower leaders: + Exhibits excellent judgment + Hires great people. Develops great people + Has relentlessly high standards + Expects and requires innovation of their team + Thinks big and has convictions + Delivers results + Has the innate ability to inspire passion in others Pay Range: $172,160-$258,240* Other rewards may include annual bonus eligibility, short and long-term incentives, and a comprehensive and competitive benefits program which includes health insurance coverage, employee wellness, life and disability insurance, a retirement savings plan, paid holidays, paid time off, and so much more. *Please note the pay range provided is a good faith estimate for this position only and in the geographical location noted. Dont meet every single requirement? Studies have shown that women and underrepresented minorities are less likely to apply to jobs unless they meet every single qualification. At SunPower, we are dedicated to building a diverse, inclusive, and authentic workplace, so if youre excited about this role but your past experience doesnt align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles. 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 individuals qualifications as they relate to the job under consideration. The Companys 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/All Genders/Protected Veterans/Disabled (https://www.eeoc.gov/sites/default/files/migrated_files/employers/eeoc_gina_supplement.pdf) 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 Companys 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. Diversity at SunPower: Equal Opportunity EmployerSunPower Corporation 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 individuals qualifications as they relate to the job under consideration. SunPower'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.SunPower 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.Accommodation for ApplicantsSunPower 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.

Keywords: SunPower, St. Paul , Head of Global Customer Care Operations, Other , Saint Paul, Minnesota