Project Operations Director Jobs

Company Description

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 Head of Project Operations is critical to Palmetto accomplishing its mission. You are the leader of the customer lead organization, the team that provides dedicated project management for homeowners throughout the fulfillment journey. You are responsible for the end-to-end process from booking to activation and will partner extensively with Product, Sales, and Ops to ensure a smooth journey with limited defects. Speed to activation is key and will be a driving leading indicator. In addition to driving solar projects to activation, this role will oversee our cancelation policy and will empower the Customer Lead team to ID projects to cancel as early as possible in the process. This role reports into the SVP, Palmetto Experience our customer experience team at the intersection of Sales, Ops, and Product and requires strong relationship and stakeholder management. You will be responsible for managing a large team of Customer Leads (+30) each with an assigned book of business/client roster. You will set and measure KPIs for the team as well as coach and develop the Customer Leads to provide the best possible customer experience.

This role is a pivotal role at Palmetto and will be a driver in executing our vision of best price, best service as well as building out our key differentiator in the industry. The ideal candidate is Customer First to the core, process oriented to drive continuous improvement and reduce waste, and has deep experience partnering with Product to build customer facing systems and processes. You are empowered to drive speed to resolution across the org and will be a key driver of building out Palmetto’s industry leading customer experience.

About You

• You are customer centric, engaging, and love doing it whatever it takes to help solve someone’s issues
• You are a strategic thinker with a vision, what we are building is hard and first of kind. You will successfully define and simplify the solar customer journey.
• You build empathy, trust, and rapport with customers, sales reps and internal teams, and are willing to support others as needed
• You are a collaborative partner, working with stakeholders and building buyin to your vision.
• You are a leader and driver of change. You can rally teams to get behind a big goal and are comfortable with change.

Success Defined:

• This will be measured in timelines, cancel rates, outbound customer communications every 14 days, NPS
• You partner with customers, sales reps, and internal Palmetto teams to ensure as many customers as possible achieve their desired outcome: an activated solar system on their roof within a reasonable time frame.

Strategic Responsibilities

• Lead the Customer Lead team (+30 people). Coach and develop high performing talent.
• Partner with new products team in rolling out new products across the Customer lifecyle (e.g. Storage, TPO)
• Set the Customer Lead vision with Product and the Palmetto Experience, SVP
• Build out our Customer communication strategy and automated messaging and key customer touch points. Provide clear updates and transparency to our customers as well as celebrate the big milestones in the process.
• Drive speed to activation and quick cancels across all our residential solar projects
• Implement new technology and dashboards to improve the customer journey and the Customer Lead team efficiency
• Establish new SOPs and company policies such as drive app downloads, change orders, cancellations and retention process.

Required Background and Skills

• Deep process experience required, track record of measuring and reducing waste
• Proven experience partnering with Product teams to implement change and drive efficiency
• Minimum 5 years leading and managing large teams
• Minimum 10 years of experience in Customer facing roles with a background in either operations or customer experience

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.

For more about our Privacy Policy, visit: https://palmetto.com/privacy-policy