Senior Manager, Comfort Programs - Geothermal & HVAC

Palmetto Clean Technology•Charlotte, NC

7h•Onsite

About The Position

Palmetto is a leading clean tech company dedicated to accelerating the transition to a clean energy future. The company offers an uncompromising energy solution through its award-winning technology platform, empowering homeowners, businesses, and entrepreneurs to adopt renewable energy via simple, scalable, and innovative solutions. Operating at the intersection of B2B and D2C, Palmetto provides software, financial products, and services that drive environmental impact without compromising value, delivering end-to-end solutions for whole home electrification. Palmetto Home, a branch of Palmetto, focuses on democratizing the renewable energy and HVAC industries. It offers homeowners financial products for solar power, energy storage systems, and home efficiency through advanced heating and cooling technologies. The branch also supports solar and HVAC sales professionals and installation companies with access to its proprietary platform, financing, customer management system, and milestone quality control system, prioritizing a phenomenal experience for customers and partners. This role, titled Quality Program Manager, Comfort, is responsible for building and scaling the quality assurance framework to support Palmetto’s expansion across multiple residential energy technologies, including HVAC, geothermal, water heaters, and generators. The manager will own the standards, training, and review processes to ensure high-quality, code-compliant installations by Certified Contractors across all Comfort product lines. The ideal candidate will possess deep expertise in residential HVAC and/or geothermal systems, with the ability to extend this knowledge to adjacent technologies. This position involves leading the QC Technician team, overseeing daily milestone review throughput, and collaborating cross-functionally to optimize processes, reduce friction, and achieve volume and SLA goals. Operating within a matrixed management structure, the role reports directly to the VP of Quality Programs with a dotted-line relationship to the VP of Comfort Program Management, requiring navigation of shared priorities and driving outcomes across organizational boundaries.

Requirements

7+ years of experience in a technical or construction-based role with a strong foundation in residential HVAC and/or geothermal systems.
4+ years of demonstrated experience developing and operationalizing programs and SOPs.
Demonstrated ability to extend technical expertise across adjacent mechanical or energy system technologies.
Experience in data analytics and performance reporting.
Strong collaboration with tech enablement teams.
Exceptional oral and written communication skills with the ability to influence third parties.
Demonstrated ability to drive product and operations excellence while supporting business growth and commercial objectives.
Proven ability to operate effectively in a matrixed management environment with multiple stakeholders and reporting relationships.
Highly organized with a strong attention to detail.
Bachelor’s degree in Mechanical Engineering, HVAC Engineering, Energy Systems Engineering, Building Services Engineering, or a related field.

Nice To Haves

Direct experience with geothermal, water heater, or standby generator installations.
Familiarity with residential building performance standards, Manual J/D/S calculations, or energy modeling.
Experience scaling quality or inspection programs across multiple product categories.
EPA 608 Universal Certification, NATE, or equivalent industry credentials.

Responsibilities

Develop and maintain quality standards, documentation, and contractor approval requirements for HVAC, geothermal, water heater, and generator installations—adapting them as new partners, products, and technologies are added.
Lead the build-out of quality review frameworks for emerging product lines, leveraging lessons learned from established verticals.
Collaborate with the product development and after market services teams to develop service & maintenance warranty programs.
Balance project rigor with system performance metrics and contractor feedback, refining standards based on data across all technologies.
Establish performance benchmarks and feedback loops to reduce project rejections while maintaining system quality standards.
Provide feedback and insights to internal stakeholders and contractors, creating training materials to ensure compliance across product lines.
Collaborate with the product development team to streamline processes, reduce external friction, and support platform expansion.
Develop and deploy Standard Operating Procedures (SOPs) for each technology vertical to guide consistent program execution.
Conduct onboarding calls with new contractors and support ongoing training and pipeline reviews across all Comfort products.
Identify contractors needing additional support, develop tailored training solutions, and provide structured aid.
Maintain and expand the contractor knowledge base covering program standards and best practices for all supported technologies.
Collaborate with Business Development to drive best practices & feedback loops to Installers and maintain pipeline throughput efficacy.
Optimize end to end process to streamline partner experience.
Continuous improvement and development of all comfort technologies.
Oversee project review queues across all product lines, ensuring timely approval and rejection processing.
Provide direct oversight of the QC Tech team, including workload allocation across technology verticals.
Monitor queue volume, age, and functionality, providing guidance to the Comfort QC Team for improved efficiency.
Ensure a positive contractor experience with proactive feedback and resolution of project issues.
Manage communication platforms to ensure timely, optimized feedback to contractors.
Partner with account managers to conduct business reviews with key contractors.
Track and report on job closeout and approval metrics by product line, identifying trends and areas for improvement.
Collaborate with data analytics teams to refine reporting and provide executive summaries of KPIs.
Provide insights on milestone completion rates, speed, and common quality issues to contractors and stakeholders.
Partner with tech teams to identify and implement platform improvements that support multi-technology milestone reviews.
Serve as the quality subject matter expert during product scoping for new technology verticals.
Refine presentation materials to reflect the latest standards and guidance across all supported products.
Evaluate industry trends and code changes across HVAC, geothermal, water heater, and generator sectors to keep quality standards current.