Company Description
Recognized by Forbes as one of the fastest-growing private companies in the United States, Palmetto believes that choosing to source clean energy from renewable resources like solar power should be a right, not a privilege. As such, we connect homeowners with renewable energy options such as solar power and energy storage systems. Through our marketplace business model, we empower solar sales professionals and solar installation companies with access to our proprietary design platform, financing, customer management system, logistics, and project management. Our #1 focus is a phenomenal experience for our customers and partners, evidenced in our industry-leading Net Promoter Score.
Our employees are our most valuable resource. Palmetto has a promote-from-within culture for talent development. We offer excellent benefits such as unlimited vacation / PTO, medical, dental, and vision coverage, parental leave, and retirement plans.
Location : This position is located fully onsite at our Charlotte, NC office
The Quality Program Manager is responsible for standardizing the deployment of high-quality, code-compliant residential HVAC installations by Certified Contractors and for the review of construction package submissions. This role requires balancing "process and training overload" with contractors while ensuring HVAC systems are built to deliver reliable performance for years. Additionally, the Program Manager will create internal training and reference materials to equip the Quality Control Technician team with the knowledge needed for their installation quality reviews. They will oversee and execute daily milestone review throughput, identifying trends and knowledge gaps to optimize processes and to ensure volume and SLA goals are achieved. Above all, the Quality Program Manager will uphold program goals of :
- Simplicity : Clear and actionable requirements for contractors
- Consistency : Standardized, reliable processes and reviews
- Clarity : Transparent expectations and communication
Data : Focused on driving feedback through observable metrics
About You!
You are passionate about residential HVAC construction and best practices.You like to build and are not intimidated to start from ground zeroYou are motivated by sharing knowledge through structured SOPs and training.You thrive in a fast-paced environment and adapt quickly to new challenges.You are an excellent communicator, able to handle high-pressure technical conversations.You excel at identifying issues and prioritizing solutions with high ROI / ROT.You love partnering with contractors, training them to succeed, and advocating for solutions that drive their success.You believe in servant leadership, going above and beyond to create a world-class HVAC quality program.Location This role is based in Charlotte, NC.
Strategic / Tactical Responsibilities
Program Development (70%)
Develop and maintain documentation and standards for contractor project approval requirements, adapting them as new partners and products are added.Balance project rigor with system performance metrics and contractor feedback, refining standards based on data.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.Collaborate with the product development team to streamline processes and reduce external friction.Develop and deploy Standard Operating Procedures (SOPs) to guide consistent program execution.Conduct onboarding calls with new contractors and support ongoing training and pipeline reviews.Identify contractors needing additional support, develop tailored training solutions, and provide structured aid.Maintain and expand the contractor knowledge base for program standards and best practices.Pipeline Management (30%)
Oversee project review queues, ensuring timely approval and rejection processing.Monitor queue volume, age, and functionality, providing guidance to the 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.Refine presentation materials to reflect the latest standards and guidance.Track and report on job closeout and approval metrics, 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 to enhance program efficiency.Success Defined
Scalable systems and process that facilitate the installation quality review of thousands of systems weeklyHigh contractor milestone approval rates for installation approvals.Fast milestone approval speeds. (SLA)A comprehensive and easily accessible contractor-facing knowledge base.Qualifications
7 years of experience in a technical or construction-based HVAC role.3 years of experience developing and operationalizing programs and SOPs.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.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.Equal Employment Opportunity
Palmetto embraces diversity and is an Equal Employment Opportunity employer. Employment is decided on the basis of qualifications, merit, and business need. We do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or any other status protected under federal, state, or local law.
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