MEASURES OF SUCCESS:- Increasing NPS scores, reduction in escalations, reduction in appeasements, cycle time improvements, closure of process gaps so customers cannot slip through the cracks. All call center metrics achieving minimum goals.
- Implementation of AI in a way that customer experience improves but headcount reduces.
- Customer retention and referrals
- Broadening and deepening customer relationships with new and existing products and services
- Understanding customers' needs through feedback and open communication, resulting in higher CSAT scores.
- High performing team with culture to match, positive engagement scores.
ESSENTIAL DUTIES AND RESPONSIBILITIES - Strategic customer-centric initiative development, partnering with cross-functional Sunrun teams to provide a best in class customer experience for life
- Partnering with the leadership team to align on departmental goals, policies and systems with supporting customer objectives
- Identifying and executing innovative solutions that support our financial strength and excellent customer experience
- Responsible for developing and executing a robust communication and deployment strategy which includes proactive, thoughtful and personalized relationship management with our customers. Not simply intake requests.
- Monitoring programs to ensure a delightful customer experience as measured by Net Promoter Score (NPS)
- Showing up as a highly visible and engaged leader capable of discussing vision at a high level with multiple departments and crafting influence throughout the business. This may result in field visits or travel.
- Developing and managing team efficiencies, performance standards, and expectations
- Building high performing teams, growing top talent and fostering a culture of inclusion and respect
REQUIREMENTS (EDUCATION, EXPERIENCE, CERTIFICATIONS, AND OTHER SKILLS)- Bachelor's degree or equivalent experience
- Minimum of 7-10 years of experience leading large teams, some sales and marketing experience
- Proven history managing and leading teams
- Strong collaboration and interpersonal skills to work closely with various teams throughout organization
- Able to set a vision and motivate/rally team and influence executives
- Commercially minded, creative individual with the willingness and flexibility to work in a fast-paced work environment with constantly shifting priorities
- Self-starter willing to persevere with solving the problem at hand under ambiguity and often no readily available data
- Passionate about culture, giving and receiving feedback, continuous improvement, coaching and team development
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:
$131,796.00 to $175,728.00
Compensation decisions will not be based on a candidate's salary history. You can learn more here.
This job description outlines the primary responsibilities, some essential job functions, and qualifications for the role. It may not include all essential functions, tasks, or requirements.
