Project Ops Manager

Recognized by Forbes as one of the fastest-growing private companies in the United States, Palmetto believes that choosing to source clean energy from renewable resources like solar power should be a right, not a privilege. As such, we connect homeowners with renewable energy options such as solar power and energy storage systems. Through our marketplace business model, we empower solar sales professionals and solar installation companies with access to our proprietary design platform, financing, customer management system, logistics, and project management. Our #1 focus is a phenomenal experience for our customers and partners, evidenced in our industry-leading Net Promoter Score.

Our employees are our most valuable resource. Palmetto is a VC-backed high-growth company with a promote-from-within culture for talent development. We offer excellent benefits such as unlimited vacation/PTO, medical, dental, and vision coverage, parental leave, and retirement plans.

We are a remote-first company and are proud to have great people working for us all over the United States.

Summary of Role
The Project Ops Manager role is critical to Palmetto accomplishing its mission. We need to first deliver a top-notch customer experience, project by project. Your team of Customer Leads will be the primary point of contact for our customers along their solar journey. Through your team, you will be responsible for a subset of customers (region-specific) whose homes are approved for installation (Site Approval) and for helping them progress through system activation (PTO). As issues arise, your team will directly resolve them with our customers and make sure they are aware of what to expect going forward.

As the leader of your team, your objective is to build a high-performing group that drives the business forward. You will report directly to the Project Ops Director and be responsible for people management, setting and hitting KPIs, empowering Customer Leads to be successful, and working with Operational SMEs, Product & Analytics to support Customer Leads with the tools they need to be successful. Operations Leadership will look to you to be a thought leader on how to take the Customer Lead role to the next level, ideating, testing, and executing new ways of better supporting and communicating with our customers, and setting up our Customer Leads for success. Finally, this will be a highly visible role across the Operations organization, particularly as it will be a key focus area for our Leadership team in 2023. If you’re an advocate for customer success, love building teams & processes, and enjoy fast-paced innovation - this role’s for you!

Strategic & Tactical
• Manage a team of Customer Leads and Senior Customer Leads, who will each own and drive a pipeline of projects from point of sale through system activation. You may directly own a smaller subset of projects.
• Support SOP creation and track and manage all work for customer experience coordination
• Develop team dashboards and success metrics, and manage teams to outperformance on
conversion metrics (both to Install and PTO)
• Identify operational bottlenecks and/or risks to the customer experience
• Develop and implement team performance standards and communicate progress via regular
check-ins with individuals, the team as a whole, and Operations leadership
• Establish strong feedback loops and handoff points with Operations 3rd Party Approval teams (permitting, utilities, design & engineering) as well as with Field Ops
• Be a cultural leader on the Operations Team, working with the other team leaders to establish
a culture of front-line empowerment, ownership, and accountability
• Work with technology team and customer experience teams to implement customer self-service workflows, reducing cost/touch to customers while maintaining market-leading
customer experience.

Qualifications
• 4-6 years leading large customer success, operations, or account management teams
• Experience developing and instituting complex processes
• Strong skill set in individual and team performance management
• Ability to innovate, test, and adapt quickly
• Experience building strong team cultures and motivating team members, especially in a remote setting
• Proven ability to partner with cross-functional teams and drive collaborative improvements
• Solar Experience preferred, though not required

Employment is contingent upon the successful completion of a background check.

Equal Employment Opportunity
Palmetto embraces diversity and is an Equal Employment Opportunity employer. Employment is decided on the basis of qualifications, merit, and business need. We do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or any other status protected under federal, state, or local law.

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