Senior Director Operations, Customer Experience

Who We Are
Arcadia is the technology company empowering energy innovators and consumers to fight the climate crisis. Our software and APIs are revolutionizing an industry held back by outdated systems and institutions by creating unprecedented access to the data and clean energy needed to make a decarbonized energy grid possible.
In 2014, Arcadia set out on its mission to break the fossil fuel monopoly and since then we have been knocking down the institutional barriers to unlock decarbonization. To date, we have connected hundreds of thousands of consumers and small businesses with high-quality clean energy options. Fast forward to today, and now, we’re thinking even bigger. We have launched Arc, an industry-defining SaaS platform that empowers developers and energy innovators to deliver their own custom, personalized energy experiences, accelerating the transformation of the industry from an analog energy system into a digitized information network.
Tackling one of the world’s biggest challenges requires out-of-the-box thinking & diverse perspectives. We’re building a team of individuals from different backgrounds, industries, & educational experiences. If you share our passion for ushering in the era of the clean electron, we look forward to learning what you would uniquely bring to Arcadia!
What We’re Looking For
The Senior Director of Operations, Customer Experience will be responsible for performance and evolution of all aspects of Arcadia’s agent assisted and hybrid (self-directed / agent assisted) process and technology stack impacting the Customer Experience function. In this role, the leader will be responsible for the definition and implementation of new processes and technologies that together yield both an outstanding customer experience and attractive operating leverage.
What You’ll Do

• Builds, Maintains, and Executes Customer Experience scorecards and KPI management
• Responsible for definition and development of proactive customer communication techniques to increase predictability / reduce urgency of activated customers
• Ensures process documentation and process flows are developed for current and new processes; supervises project and user story requests
• Identification of and realization of quick wins through tactical improvement in existing processes and systems
• Responsible for the implementation and maintenance of Customer Support’s cloud-based contact center solution providing services for inbound, outbound, and omnichannel services. Platform components include IVR, ACD, outbound dialer, workforce management, real time and offline QA / agent feedback, survey and payment integration.
• Develop and run customer onboarding programs to ensure customers quickly achieve value from the product
• Responsible for ongoing process and technology improvements for both customer and agent experience
• Responsible for high impact, central initiatives to transform the Customer Experience department during a period of high growth
• Continuous improvement of both customer experience and service efficiency
• Identification of performance gaps and opportunities in customer facing processes and systems
• Proactively identifies key areas for process improvement through data analysis and critical thinking and implements process improvement projects to build efficiencies
• Realization of customer experience and agent performance improvements through platform expansion to state of the market technologies (including natural language understanding, machine learning, chat, bot, and multi-channel engagement, and cross channel context preservation)
• Conducts analyses and builds cases to develop and evolve customer experience operations and efficiencies
• Supervises a team to provide customer success, analytics, process mapping, and business requirements testing and execution for the Customer Experience department

Must-Haves
What will help you succeed

• Architectural awareness and business centered command of cloud based customer engagement platforms such as Talkdesk, Salesforce Service Cloud, Five9, NICE, Amazon Connect
• Advanced and highly skilled in quantitative analysis using Excel, Tableau, and SQL based report-builders
• Strong analytical and meticulous aptitude with a high degree of accuracy
• 10+ years’ work experience including supervisory/manager experience with one or more direct reports
• Education required: Bachelor’s degree in business, technology, finance, or related field
• Experience leading remote and/or global teams

Nice-to-Haves

• One or more successful customer engagement platform transformation projects
• Master’s degree or PMP certified

Benefits

• 80-95% employer cost coverage for medical, dental, and vision benefits for employees and dependents
• 12 weeks paid parental leave for all parents
• Weekly "flex time" - no internal meetings on Tuesdays and Friday afternoons
• Up to 4 weeks bereavement leave
• 10 days sick leave
• 17 annual company-wide holidays including a week long "summer break"
• 2 professional development days off
• 2 volunteer days off
• "Remote first" culture - work anywhere in the US as long as you have a reliable internet connection
• Flexible PTO - no accrued hours and no limit on the number of vacation days employees can take each year

Eliminating carbon footprints, eliminating carbon copies.
Here at Arcadia, we cultivate diversity, celebrate individuality, and believe unique perspectives are key to our collective success in creating a clean energy future. Arcadia is committed to equal employment opportunities regardless of race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, protected veteran status, or any status protected by applicable federal, state, or local law.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
Target Annual Compensation Range for this role will be $155,000 to $250,000. There will also be a competitive benefits and equity (bonus if applicable) component to the package. The exact compensation at which this job is filled will be determined by the skills, experience, and location of the qualified candidate.