Everything we do at Sunrun is driven by a determination to transform the way we power our lives. We know that starts at the individual employee level. We strive to foster an environment you can thrive in through our commitment to diversity, inclusion and belonging.

Overview

The Sr. Manager, NH Interconnection, Activation, and Customer Care leader is responsible for delivering an impeccable customer experience for New Homes customers from when they close on a home until their systems are activated, and for ensuring the processes, policies, tools, and systems are optimized to deliver this performance. Specifically, this leader will ensure that PTO processes are optimized for buyer, builder, and Sunrun, implementing industry best practices and facilitating process improvements and changes that may be required to achieve this outcome. This leader will also be responsible for leading a team to manage system activation, leveraging technology to do it remotely where possible and coordinating with field resources where not feasible. This leader will be responsible for ensuring customer issues experienced within the initial window of time after activation are addressed quickly. Most critically, this leader will be responsible for developing scalable, measurable processes, ensuring tools and policies align with those processes, and that teams performing each task are doing so with an acceptable level of performance.

Responsibilities

• Fully responsible for customer experience for all New Homes homebuyers and builders from Final Inspection Complete to several months after system activation, including:

  • PTO application

  • System activation

  • Post activation customer care

• Owns utility requirement research and documentation for current and new utilities

• Manages both team leaders (managers & supervisors) as well as individual contributors

• Maps existing processes, identifies areas for improvement, and implements changes to process, tools, policies as needed to achieve a world class experience

• Develops SLAs and performance metric targets and measures performance vs. target on both an individual and team level; makes corrective changes as needed to deliver required result

• Identifies gaps in upstream or downstream systems/processes and collaborates with peers and other functional leaders within and outside of New Homes to optimize flow

• Collaborates with builders proactively and reactively to ensure inputs are received in a timely manner and updates are provided as appropriate on status of key issues and initiatives.

• Develops tools that align with and support ideal process flow

Qualifications 

• Bachelor’s Degree

• 10+ years professional experience with people management, including managing other supervisors or managers as well as individual contributors

• Experience leading interconnection teams within a New Homes Solar environment

• Deep understanding of new homes interconnection protocols and norms, as well as core technical elements of system activation

• Experience with process transformation and optimization as well as resource optimization and collaborating with offshore support

• Experience developing reports and work queues in salesforce to manage team’s works

• Experience managing customer facing teams

• Experience using metrics to manage employee and team performance

Physical Demands 

• Remote work acceptable

• Up to 20% travel

Recruiter:

Laura Morgan ([email protected])

Please note that the compensation information that follows is a good faith estimate for this position only and is provided pursuant to acts, such as The Equal Pay Transparency Act. It assumes that the successful candidate will be located in markets within the United States that warrant the compensation listed. Candidates in locations outside this local area may have a different  starting salary range for this opportunity which may be higher or lower.  Please speak with your recruiter to learn more.

Starting salary/wage for this opportunity:

$98,060.29 to $130,747.05

Other rewards may include annual bonus eligibility, which is based on company and individual performance, short and long term incentives, and program-specific awards.  Sunrun provides a variety of benefits to employees, including health insurance coverage, an employee wellness program, life and disability insurance, a retirement savings plan, paid holidays and paid time off (PTO). A candidate’s salary history will not be used in compensation decisions. 

This description sets forth the general nature and level of the qualifications and duties required of employees in this job classification, as well as some of the essential functions of this role.  It is not designed to be a comprehensive inventory of all essential duties and qualifications.  If you have a disability or special need that may require reasonable accommodation in order to participate in the hiring process or to perform this role if you are offered employment, please let us know by contacting us at [email protected].

Sunrun is proud to be an equal opportunity employer that does not tolerate discrimination or harassment of any kind. Our commitment to Diversity, Inclusion & Belonging drives our ability to build diverse teams and develop inclusive work environments. At Sunrun, we believe that empowering people and valuing their differences are essential for our mission of connecting people to the cleanest energy on earth. We are committed to equal employment opportunities without consideration of race, color, religion, ethnicity, citizenship, political activity or affiliation, marital status, age, national origin, ancestry, disability, veteran status, sexual orientation, gender identity, gender expression, sex or gender, pregnancy or any other basis protected by law. We also consider qualified applicants with criminal convictions, consistent with applicable federal, state and local law.