What are the responsibilities and job description for the VP Customer Experience position at dandelionenergy?
About Us
Dandelion Energy is revolutionizing home energy with high-performance geothermal heat pumps. We partner with leading home builders and multifamily developers to deliver sustainable, efficient, and cost-effective home heating and cooling. As we scale, we are committed to ensuring an exceptional customer experience for our partners.
About the Role
We are seeking a Vice President of Customer Experience to lead our efforts in ensuring seamless, high-quality experiences for home builders and HVAC contractors installing our geothermal heat pumps. This role will drive customer support, process improvements, strategy, and communication to enhance satisfaction and drive repeat business.
Key Responsibilities
1. Customer Relations & Support
- Oversee customer support operations for home builders, HVAC contractors and Dandelion’s homeowners, ensuring responsive, high-quality service.
- Manage phone support, technical assistance, and warranty support to troubleshoot issues efficiently.
- Lead quality reviews and training programs to ensure HVAC contractors and drilling partners install heat pumps correctly and efficiently.
- Develop and implement customer feedback loops to identify pain points and drive continuous improvement.
2. Process Improvement & Alignment
- Own the customer service P&L, and optimize business operations for this division.
- Analyze and optimize customer service workflows to improve efficiency, response times, and overall service quality.
- Partner with cross functional stakeholders to develop Standard Operating Procedures (SOPs) and best practices for working with home builders and HVAC partners on items ranging from sales team training to tax credit guidance to homeowner education.
- Collaborate with internal teams (sales, product, operations) to streamline the customer journey and eliminate friction points.
- Proactively anticipate sources of potential challenge and create prevention and remediation plans.
3. Strategy & Insights
- Define key customer experience touchpoints across the installation and support process.
- Develop and implement surveys, dashboards, and reports to track customer satisfaction and operational efficiency.
- Use data-driven insights to drive continuous improvements in service quality and responsiveness.
4. Communication & Content Development
- Lead customer communication efforts, including proactive outreach, troubleshooting guidance, and crisis response strategies.
- Develop and distribute training materials, FAQs, and best practice guides for HVAC contractors and home builders.
- Collaborate with marketing and sales teams to align customer messaging and brand positioning.
- Manage crisis response strategies to quickly address customer issues and ensure satisfaction.
What We’re Looking For
- 10 years of experience in customer experience, operations, or customer support leadership roles.
- Has built out a customer experience function from scratch.
- Strong background in process improvement, customer service strategy, and team leadership.
- Ability to analyze data, define KPIs, and build customer experience dashboards.
- Exceptional communication skills, with experience in content development and customer outreach.
- A strategic, problem-solving mindset with the ability to drive change and innovation.
- Passion for sustainable energy solutions and improving the built environment.
- Experience working with home builders, HVAC contractors, or the construction industry is a strong plus.
Why Join Us?
- Be a key leader in a fast-growing company transforming home energy.
- Shape the customer experience strategy for a groundbreaking technology.
- Work with top home builders and HVAC professionals to drive this industry’s shift to clean energy.
- Competitive salary, benefits, and opportunities for growth.
