Head of Global Customer Care Operations
Company: SunPower
Location: Saint Paul
Posted on: January 23, 2023
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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
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