Manager, Content Strategy & Customer Communications

Sunrun•South San Francisco, CA

2d•$123,434 - $164,578

About The Position

Sunrun, the largest dedicated residential solar company in the United States, is seeking a high-caliber and creative Manager of Content Strategy & Enablement to revolutionize how our Post PTO organization accesses and consumes information. In this role, you will lead the strategic direction and operational health of our internal knowledge ecosystem, ensuring frontline teams are equipped with the high-impact content needed to solve complex issues with speed and precision. This position requires a unique blend of technical solar expertise, instructional design prowess, and the ability to collaborate with subject matter experts (SMEs) to translate complex technical processes into digestible, human-centric documentation.

Requirements

8+ years of project management experience.
8+ years of experience within the solar industry.
4+ years in change management and excellent stakeholder management skills.
4+ years of people management experience.
Successful track record of managing large cross-functional projects.
Bachelor's degree or equivalent experience.
Proven track record in creating technical documentation, bulletins, and webinar content.
Deep hands-on experience with residential solar and battery installation techniques and materials.
Successful history of managing complex content projects with little supervision.

Responsibilities

Lead the end-to-end delivery of major Post-PTO content strategy initiatives, managing roadmaps, and technology approvals for C-level and VP stakeholders.
Independently prioritize and drive large-scale projects, ensuring business objectives are met within fast-paced, high-growth environments.
Manage internal "Go-to-Market" strategies for all CX initiatives, creating comprehensive toolkits (FAQs, talking points, and cheat sheets) to ensure seamless launches.
Architecture and manage the internal "Source of Truth," ensuring the Knowledge Base is structured for maximum discoverability and accuracy.
Move beyond text-heavy documentation by designing and producing "How-To" video shorts, interactive walkthroughs, and visual infographics that cater to diverse learning styles.
Partner with the Training team to execute the creative development of e-learning scripts, simulation exercises, and training decks that mirror live CX workflows.
Define and enforce a rigorous content governance model, leading the rapid deployment of new SOPs and the sunsetting of legacy procedures to maintain organizational agility.
Act as the primary editor for internal communications, translating technical jargon from O&M and Billing into empathetic, brand-aligned instructions.
Serve as the "Agent’s Advocate" by establishing formal mechanisms to identify content gaps and rapidly iterating on documentation based on field feedback.
Manage the internal "Go-to-Market" for all new CX initiatives, creating comprehensive toolkits (FAQs, talking points, and cheat sheets) to ensure seamless operational readiness.
Distill complex technical manuals into concise, actionable checklists and multimedia briefs with meticulous attention to detail.