Director of Customer Experience

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)

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