Customer & Product Operations Lead

Our mission is to move humanity off of fossil fuel heating. 20% of US global warming emissions come from homes (that’s more than cars!). The largest driver of home emissions is burning fossil fuels for heat. To stop climate change, over 80M US homes need to transition from combustion to efficient, electric heat pumps over the coming decades.

We believe for this to happen the world needs fantastic products that are easy to purchase. Today's heat pumps lack great design, make limited use of software, and are difficult and stressful to adopt. We are building a next generation, beautifully designed, AI optimized home heating and cooling system that is 10x better than what is on the market today.

Our founders recently left Google, where they had highly successful careers across engineering, design, and product management. We are backed by some of the best climate tech and AI investors in the world.

The Role

Quilt is looking for a creative, driven, customer-obsessed operations professional to lead customer success, operations, and product logistics.

Ahead of our public launch next year, Quilt is running a beta program with regular cohorts of early adopter homes. In the near-term, this role is to own and run that program: working directly with customers, understanding their needs, getting products to their homes, and coordinating with 3P installation partners. It’s defining what success looks like for Quilt installation and iterating on the playbooks to get there. In the longer-term you are creating the foundational systems and processes for customer success that will allow Quilt to scale and become an operationally excellent company that customers love.

This role can be done hybrid (minimum 3 days a week in-office in redwood city) or full-time in person. We have a strong collaborative office culture, but also recognize that long commutes are tough. We can be flexible as needed. This role will also involve site visits (customer home visits) throughout the bay area.

Qualifications

- You love driving operational excellence and have created it out of nothing in the past. 
- Genuine customer obsession. You want to serve customers, speak with customers, go the extra mile for them, fight for them. Your north star is customer love. 
- Demonstrated ability to succeed in a high-performing environment. A few example environments that could qualify: a startup, in consulting, finance, or a tech company. The requirement is you’ve experienced both intensity and excellence and shown you can perform at a high level. 
- You are radically learning oriented both personally and with the processes and systems you own. 
- Truly excellent communications, both verbal and written.
- Genuine mission alignment around climate and decarbonization. 
- Desire to help build a strong, collaborative, high performance culture.
- Bachelor's degree or equivalent experience.

Responsibilities

- Developing, owning, and executing Quilt’s customer operations strategy for the next phase of our growth. 
- Driving Quilt’s beta homes program and setting up systems to scale in 2024.
- Developing the playbooks, success metrics, and processes to measure and deliver incredible Quilt customer experiences across system design, installation, and ongoing support.
- Coordinating site visits and working closely with 3P HVAC installation partners. 
- Being the front line of customer communications during the beta homes program. 
- Managing product logistics, moving products from our factories and suppliers to customer homes ready to be installed. 
This is an opportunity to join a highly ambitious team of people who truly care about the impact of their work. We are on a mission to accelerate a species-level human transition. For over a million years we've been burning things to stay warm. It's time to move to a better way of living.