Description

POSITION DESCRIPTION:

We are seeking a Manager, Strategic Operations to support and scale our customer success efforts through a mix of core CS ownership, remediation support, and cross-functional strategic initiatives. This role is ideal for someone who thrives in ambiguity, enjoys solving complex customer problems, and can flex across priorities while maintaining a strong customer-first mindset.

This position will be based out of one of our offices in Irvine, CA; San Francisco, CA; Santa Clara, CA or Teaneck, NJ. Remote work may be considered for exceptional cases.

RESPONSIBILITIES:

• Provide strategic leadership within the remediation function, setting recovery strategies and success standards for at-risk, escalated, and complex customer accounts.
• Direct and oversee end-to-end remediation efforts, including root cause analysis, recovery planning, and executive-level customer communication.
• Influence and align cross-functional leaders across Product, Support, Sales, and Operations to resolve systemic issues and implement long-term preventative solutions.
• Serve as a senior escalation point and trusted advisor, guiding teams through the most complex customer success challenges.

• Own and execute strategic initiatives designed to improve customer experience, retention, and operational scalability.
• Lead ad-hoc, high-priority initiatives outside standard CS motions, including pilots, process redesign, and cross-functional programs.
• Translate business objectives into clear, executable plans, driving alignment, accountability, and measurable outcomes.
• Identify gaps in Customer Success workflows and proactively propose and implement solutions.

• Own and manage the Customer Success pipeline, including onboarding, remediation, renewals, and expansion of readiness.
• Monitor customer health indicators to proactively identify risks and growth opportunities.
• Provide accurate forecasting, risk assessment, and executive-level reporting.
• Maintain strong documentation and reporting to support leadership visibility and decision-making.

• Act as a trusted partner to internal stakeholders and customer executives, ensuring alignment and effective execution.
• Represent Customer Success in cross-functional initiatives and leadership discussions.
• Surface customer insights to inform product direction, process improvements, and strategic decisions.
• Manage, mentor and support the customer service team members, assisting particularly in complex or escalated customer scenarios.

REQUIRED QUALIFICATIONS

• A bachelor’s degree in business or other related field with a minimum of 8+ years of professional work experience including 4+ years’ work experience with B2B2C in the solar industry, particularly in O&M, customer service roles or operations.
• Experience with project management tools and methodologies, engineering, utility requirements, and installation requirements required.
• Solar Industry operations experience in PPA/leases and/or loans, PMP or other project management experience, as well as utility experience; strong knowledge of utility regulations and tariffs.
• Strong analytical and problem-solving skills as well as written and oral communications including negotiation and stakeholder management skills.
• Ability to work independently as well as lead and collaboratively work as a team member and leader.
• Excellent understanding of solar system design, engineering & utility requirements, production, installation and maintenance.
• Develop and implement remediation plans for O&M issues and perform production and utility bill analysis, ROI investigation.
• Ability to influence and direct third-party providers to execute and remediate projects in a timely and cost-effective manner.
• Demonstrated track record of successfully working on multiple projects and activities at one time; must possess the ability to work effectively under pressure, meet strict deadlines, and complete assignments with little oversight.
• Excellent time management and prioritization; enjoy operating in a dynamic and fast-paced environment as well as operating in ambiguous environments and leading ad-hoc initiatives alongside core responsibilities.
• Identify areas for process improvement and present solution proposals to Ops Leadership.
• Strong organizational, pipeline management, and prioritization skills with the ability to manage multiple stakeholders and priorities, collaborate with compliance, O&M providers, and cross functional teams.
• Advanced working skills set with Salesforce, Tableau, and MS Office (specifically Excel and PowerPoint) including advanced Excel formulas (VLOOKUP, if statements, pivot tables).
• Ability to interpret complex regulatory and tariff documents along with a strong understanding of utility corrections and kickbacks and track record of successful mitigation.
• Demonstrated experience supporting at-risk customers or remediation efforts.

PREFERRED QUALIFICATIONS

• Experience leading cross-functional or strategic initiatives.
• Familiarity with Customer Success tools (CRM, ticketing systems, customer health platforms).
• Background in SaaS or B2B environments.

PHYSICAL, MENTAL & ENVIRONMENTAL DEMANDS: To comply with the Rehabilitation Act of 1973 the essential physical, mental and environmental requirements for this job are listed below. These are requirements normally expected to perform regular job duties. Incumbent must be able to successfully perform all of the functions of the job with or without reasonable accommodation.
Mobility Standing 20% of time Sitting 70% of time Walking 10% of time Strength Pulling up to 10 Pounds Pushing up to 10 Pounds Carrying up to 10 Pounds Lifting up to 10 Pounds Dexterity (F = Frequently, O = Occasionally, N = Never) Typing F Handling F Reaching F	Agility (F = Frequently, O = Occasionally, N = Never) Turning F Twisting F Bending O Crouching O Balancing N Climbing N Crawling N Kneeling N

The salary range is required by the California Pay Transparency Act and may differ depending on the location of those candidates hired nationwide. Actual compensation is influenced by a wide array of factors including but not limited to, skill set, education, licenses and certifications, essential job duties and requirements, and the necessary experience relative to the job’s minimum qualifications.

*This target salary range is for CA positions only and should not be interpreted as an offer of compensation.

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