Implementation Manager – Customer Experience

Implementation Manager – Customer Experience

Requirements

• Bachelor’s degree in Business, Engineering, or a related field; MBA or equivalent experience preferred.
• 3–5+ years of experience in product management, project management, or operational strategy, preferably in solar, energy, or technology sectors.
• Demonstrated success in developing and scaling new products or programs, from concept to execution.
• Strong analytical skills with the ability to use data to drive decisions and measure outcomes.
• Exceptional communication skills—written, verbal, and visual—with the ability to influence cross-functional stakeholders and leadership.
• Proficient in project management tools (e.g., Jira, Asana, Smartsheet, Monday.com) and data platforms (e.g., Excel, Looker, Sigma).
• Ability to thrive in a fast-paced, ambiguous environment and drive clarity through collaboration and structure.
• Experience working with cross-functional teams including engineering, operations, customer care, and finance.
• A bias toward action, with a focus on results, experimentation, and continuous improvement.
• Passion for clean energy, customer experience, and operational excellence.

Responsibilities

• Leads high-impact projects focused on improving operational workflows, tooling, and customer experience across the solar lifecycle.
• Facilitates cross-functional collaboration between product, operations, CX, engineering, and executive leadership to drive clarity, prioritization, and execution.
• Identifies process inefficiencies, system limitations, and data gaps; develops actionable recommendations based on root cause analysis and business intelligence.
• Oversees development and optimization of internal platforms and tools by translating business needs into product requirements.
• Creates structured documentation to support implementation plans, SOPs, and strategic decision-making.
• Establishes project milestones and tracking systems to monitor performance and ensure timely execution of initiatives.
• Communicates status updates and key insights to leadership and stakeholders, enabling informed decisions and business agility.
• Supports the rollout of new product features and process improvements, ensuring alignment across impacted teams.

Preferred Qualifications

• Strong analytical and strategic thinking skills, with the ability to convert complex data into actionable insights.
• Proven track record of leading cross-functional projects from ideation through implementation with measurable results.
• Clear and effective communicator across all levels, with the ability to influence and align diverse stakeholders.
• Self-starter who thrives in ambiguity and proactively drives initiatives forward with minimal oversight.
• Deep operational understanding and ability to translate frontline challenges into product solutions.
• Proficient in tools such as Google Workspace, Excel/Sheets, project management software (Asana, Jira), and data platforms (e.g., Looker, Sigma).
• Experience in customer-centric environments with a strong focus on continuous improvement.
• Industry experience in residential solar or energy efficiency is highly preferred.