Director of Customer Experience

Summary

The Director of Customer Experience – Channel Support will play a critical role in enhancing the customer journey for our Channel Partners, including new homeowners, who are utilizing PosiGen’s solar solutions. This role is responsible for ensuring a seamless customer experience from onboarding through ongoing service and lease transfers. As a strategic leader, you will work closely with the Director, New Homes & Strategic Accounts, to optimize customer satisfaction and retention while driving process improvements in service delivery.

Essential Job Functions

• Provide leadership and assistance to the monitoring team and field services team to ensure optimal system performance and timely issue resolution.
• Lead and refine the onboarding process for new homeowners, ensuring a smooth and informative transition into their solar lease agreements.
• Develop and implement customer service strategies to enhance responsiveness, satisfaction, and resolution efficiency.
• Oversee and improve the lease transfer process for homeowners buying or selling properties with existing PosiGen solar systems.
• Partner with internal teams including Channel Partner, Sales, Operations, and Legato align customer experience initiatives with business objectives.
• Identify opportunities for automation, efficiency, and enhanced communication within customer interactions.
• Develop training programs for customer service representatives and ensure alignment with industry best practices.
• Analyze customer feedback and operational data to drive continuous improvements in CX initiatives.
• Other duties as assigned by leadership.

Qualifications & Requirements

• Bachelor's degree in Business, Communications, or a related field (MBA preferred).
• 7+ years of experience in customer experience, customer service, or operations management, preferably within solar, energy, or home services industries.
• Proven leadership experience with a track record of managing customer-facing teams and improving service metrics.
• Strong understanding of solar leasing, real estate transactions, or related industries.
• Excellent problem-solving, communication, and organizational skills.
• Ability to develop and execute CX strategies in a fast-paced, growth-oriented environment.
• Proficiency in CRM and customer service software (e.g., Salesforce, Zendesk).

Physical Demands

The physical requirements outlined are essential for performing the core duties of this role.

• Primary responsibilities involve regular speaking, listening, standing, walking, using hands to handle or feel objects, and reaching with arms.
• Occasionally, the role may require sitting, climbing, balancing, stooping, kneeling, crouching, or crawling. Employees must be able to frequently lift and move objects weighing up to 10 pounds and occasionally up to 40 pounds.
• Vision requirements include the ability to focus at close and long distances, distinguish colors, maintain peripheral awareness, perceive depth, and make precise focus adjustments.

EEO Statement

PosiGen is an Equal Opportunity / Affirmative Action employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability, protected veteran status or any other factor protected by applicable federal, state or local laws. Individuals who require reasonable accommodations under the Americans with Disabilities Act in order to participate in the search process should notify the Office of Human Resources at [email protected].