Sr. Manager, New Homes Interconnection, Activation & Customer Care

About the position

The Sr. Manager, New Homes Interconnection, Activation & Customer Care at Sunrun is responsible for ensuring an exceptional customer experience for New Homes customers from the point of closing on a home until their solar systems are activated. This role involves optimizing processes, policies, tools, and systems to enhance performance, managing a team for system activation, and addressing customer issues post-activation. The leader will implement best practices and facilitate improvements to achieve scalable and measurable processes.

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, and 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 results.
• 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.

Requirements

• 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 work.
• Experience managing customer-facing teams.
• Experience using metrics to manage employee and team performance.

Benefits

• Health insurance coverage
• Employee wellness program
• Life and disability insurance
• Retirement savings plan
• Paid holidays
• Paid time off (PTO)