Manager, Customer Care

Description

POSITION DESCRIPTION:

The Customer Care Manager will be responsible for overseeing a team of frontline employees, driving process improvement initiatives, and implementing technology solutions that enhance the customer experience for the company. This position will also work closely with vendors to enhance and ensure a seamless customer experience. This role will work closely with the Senior Manager to meet business needs and implement customer-focused programs. The ideal candidate will be experienced in customer service and process improvement, with a passion for building and developing high-performing teams in a fast-paced environment. This position reports to the Senior Operations Manager or another senior management personnel that the President of the Company may designate. This is a high-visibility role in a fast-growing team.

This position will be based out of one of our offices in Irvine, CA; San Francisco, CA; or Teaneck, NJ, with a potential in-office schedule set at the direct manager’s discretion in accordance with the company policies and procedures. Remote work may be considered for exceptional cases.

RESPONSIBILITIES

• Lead and manage a team of frontline customer care specialist employees, ensuring high levels of performance, engagement, and professional growth.
• Drive process improvement initiatives to enhance the customer experience, efficiency, and effectiveness of our operations.
• Identify and implement technology solutions and resources that support and improve customer experience and operational efficiency.
• Collaborate with the Senior Manager to identify business needs and develop strategic programs to improve customer satisfaction and business outcomes.
• Build and develop a top-tier customer care organization that is responsive, empathetic, and solutions-focused.
• Monitor customer feedback and work cross-functionally to address issues and continuously improve the customer experience.
• Partner with vendor leadership on project and process improvements and implementations.

REQUIRED QUALIFICATIONS

• Bachelor’s degree in business or other related field with a minimum of 8+ years' work experience including 5+ years of experience in customer experience, customer service, or process improvement, as well as 2+ years of relevant managerial experience.
• Results-oriented and proactive team player with good business acumen.
• Excellent organizational and multitasking skills.
• Excellent customer service skills with the ability to manage multiple priorities.
• Excellent communication, analysis, and problem-solving skills.
• Excellent leadership, team development, people management skills.
• Ability to thrive in a fast-paced, start-up environment with a collaborative and results-oriented approach.

PREFERRED QUALIFICATIONS

• Solar Industry Experience (Renewable)
• FinTech Experience

Hanwha Q CELLS America Inc. (“HQCA”) is a Qcells company, one of the world’s largest manufacturers and providers of solar photovoltaic (PV) products and solutions. Headquartered in Irvine, California, HQCA has been rapidly expanding its business in North America through the expansion of products and solutions, including distributed energy solutions, direct-to-homeowner solar sales and financing, and EPC services. We provide an opportunity to be part of an exciting and growing world-class global business in an interesting and expanding industry of the future.

The salary range is required by the California Pay Transparency Act and may differ depending on the location of those candidates hired nationwide. Actual compensation is influenced by a wide array of factors including but not limited to, skill set, education, licenses and certifications, essential job duties and requirements, and the necessary experience relative to the job’s minimum qualifications.

• This target salary range is for CA positions only and should not be interpreted as an offer of compensation.