The CX Solutions Regulatory Staff plays a vital role in building and maintaining proactive, positive relationships with the complaint department within relevant regulators and oversight agencies. This role is dedicated to fostering open and transparent communication, positioning Sunrun as an industry leader that sets high standards for reliability and trustworthiness. By doing the right thing for our customers, this role helps ensure Sunrun remains a model for excellence in the industry while maintaining good standing with regulatory entities.

In close collaboration with Sunrun's Policy and Legal teams, the CX Solutions Regulatory Staff is responsible for representing Sunrun with professionalism and integrity, ensuring alignment between business operations and regulatory expectations. This role works across departments and with other regional CX Solutions staff to promote consistency in best practices, resolve challenges, and enhance overall customer satisfaction.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Relationship Management with Regulators and Agencies: Serve as the primary point of contact and trusted representative of Sunrun to third-party regulators and oversight agencies’ complaint departments. Build and maintain positive, proactive partnerships founded on transparency, trust, and mutual respect.

• Industry Leadership and Advocacy: Position Sunrun as a role model in the industry by exemplifying high standards, reliability, and a commitment to doing the right thing for customers. Advocate for practices that enhance trust and accountability across the sector.

• Collaboration with Policy and Legal Teams: Partner closely with Sunrun’s policy and legal teams to ensure alignment on regulatory strategy, compliance initiatives, and external communications. 

• Escalation Prevention and Resolution: Lead efforts to prevent escalations by identifying and addressing potential regulatory concerns proactively. Manage resolution processes with professionalism and efficiency, ensuring compliance with regulatory requirements.

• Cross-Functional Coordination: Collaborate with regional CX Solutions staff and internal business leaders to share best practices, resolve roadblocks, and align on region-specific challenges and opportunities.

• Process and Policy Implementation: Influence, implement, and manage region-specific processes that promote regulatory compliance, customer satisfaction, and operational efficiency.

• Feedback and Continuous Improvement: Monitor trends and issues across the assigned region, delivering actionable insights to leadership and ensuring effective follow-through. Use feedback loops to refine processes and drive continuous improvement initiatives.

• Project Management: Lead or contribute to region-specific projects, including those with regulatory or financial implications, ensuring seamless execution and alignment with Sunrun’s objectives.

This role is critical in promoting Sunrun’s reputation as a trusted, customer-focused leader in the industry, maintaining strong regulatory relationships, and driving operational excellence across the organization.

REQUIREMENTS

• High school diploma or equivalent education; Bachelor’s degree preferred.

• 6+ years of relevant work experience, preferably with customer success, project management, planning, or coordination experience.

• Excellent written and oral communication skills, and an ability to effectively explain complex issues to various audiences via email, conference call, one-on-one, and group settings.

• Bilingual fluency in Spanish and English (written and verbal) is required to directly assist and support our Spanish-speaking customers.

• History of working as a team to accomplish goals and fosters a collaborative and supportive environment; Your co-workers know that they can rely on you to pitch in regardless of the subject matter or time constraints.

• Ability to work independently on multiple cases with minimal supervision in a fast-paced environment, and able to manage and prioritize multiple deadlines.

• Must be comfortable interacting with all levels of management, building relationships across teams and with key stakeholders to facilitate the resolution of cases, many of whom will be distributed across the country.

• Strong proficiency with Google Suite, Excel, and PowerPoint, Salesforce knowledge preferred.

• Excellent organizational and time management skills.

• Meticulous attention to detail, passionate about diving into the “fine print,” and interested in learning and acquiring new skills.

• You work best when given complete responsibility and ownership over issues, even if they’re new to you.

• You dig in - there is nothing you’re not willing to learn and master - and you sweat the details.

PHYSICAL DEMANDS

• Ability to perform normal office duties

• Ability to operate office equipment including computers and determine accuracy of work

• Ability to interact and participate in meetings

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.