Program Operations Manager

Omnidian

5h • Remote

About The Position

At Omnidian, our Field Service organization provides homeowners peace of mind by owning the repair of their solar and storage systems end-to-end. We continuously improve the services we provide to drive consistent, proactive, and timely issue resolution for our customers and scale the operations frugally for our business profitability. To that end, we seek a leader to envision, prioritize, design, and implement support process and tools optimization in our global field service teams.

Requirements

• 7+ years of cross functional process/service delivery experience
• 5+ years of team management experience in customer-facing operations
• 3+ years of working cross functionally with tech and non-tech teams
• Experience defining process requirements and using data and metrics to determine improvements

Nice To Haves

• Experience in businesses with field or remote service delivery
• Knowledge of the solar industry.
• Expertise in using CRM, IVR, KMS, WFM, or similar support operations tools.
• Experience leading remote teams in fast-paced environments.
• Strong track record of stakeholder management and influencing leadership.

Responsibilities

• Optimizing Processes and Tools
• Identify and implement operational process and tool changes to enhance productivity and customer satisfaction.
• Collaborate with operations, training, product, sales, marketing, business intelligence, and software teams to define and execute tool and process improvements.
• Monitor metrics and surface early signals of inefficiencies or opportunities for improvement.
• Building Cross-Functional Relationships
• Establish partnerships with cross-functional teams to influence roadmaps that reduce inefficient demand and improve the customer experience.
• Champion customer and team-centric solutions within the organization.
• Problem-Solving and Strategic Leadership
• Contribute to problem-solving by surfacing issues and helping to develop data-informed recommendations.
• Support tracking of goals, metrics, and deliverables.
• Share insights and observations that help evolve our field service strategy and execution over time.
• Program and Change Management
• Collaborate with operational leaders, training and knowledge management to plan cross-functional action plans that operationalize new or changes to existing services and tools.
• Create and implement mechanisms to ensure and communicate progress, timing, and success of changes made in operational processes.

Benefits

• We provide outstanding benefits including family medical, dental, vision, disability, 401(k) administration and $1k match per year and thoughtful paid time off
• We offer 12 weeks of paid parental leave to all FTE employees (birthing and non-birthing) after 1 year, and four-week paid sabbatical leave after four years
• We offer a competitive total compensation package that includes monthly health insurance premiums, bonuses and long-term stock options for every employee
• Comprehensive Benefits: We've got you covered with 100% of health insurance monthly premiums for employees, and 50% for dependents.
• Performance Bonus: Because exceptional work deserves exceptional rewards. Eligibility begins after 90 days.
• Equity Stake: Join us in shaping the future and be rewarded for your dedication with stock options.
• Continuous Growth: Up to $500 annual learning reimbursement because investing in your development is investing in our success.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed