Director, New Homes Customer Experience

Description

POSITION DESCRIPTION:

Qcells is seeking an experienced leader to help lead Qcells' entry into the New Homes space with EPC & financing services. You will be part of the New Homes division, overseeing strategic efforts and managing the day-to-day activities and performance for the New Homes homebuyer experience, from home sale through system activation, and ongoing service and support. The position’s focus is to consistently deliver an outstanding customer experience through a team of leaders, contributors, and agents. You will serve as the voice of the customer, ensuring that organizational initiatives and priorities align with the needs of new homebuyers and established homeowners who have been onboarded through Qcells’ New Homes division.

This position will be based out of one of our offices in Irvine, CA, San Francisco, CA, or Teaneck, NJ, with a potential in-office schedule set at the direct manager’s discretion in accordance with the company's policies and procedures. Remote work may be considered for exceptional cases.

Responsibilities

• Customer Focus – Monitor and enhance the customer experience to ensure high levels of satisfaction and loyalty.
• Gather and analyze customer feedback to identify areas for improvement. Oversee the resolution of complex customer issues and complaints, ensuring timely and satisfactory outcomes.
• Lead the New Homes customer service and support team, promoting a homeowner-centric culture.
• Develop and implement policies and procedures to enhance service delivery.
• Operations Acumen – Establish and track key performance indicators (KPIs). Allocate resources effectively to meet service goals.
• Implement and manage technologies required to support the organization's efforts. Collaborate with other departments to align service goals with overall business objectives.
• Provide homebuyer experience insights to different departments to drive service improvements.
• Innovative Mindset – Identify and implement creative solutions to improve service processes and outcomes.
• Foster a culture of continuous improvement, regularly reviewing and refining service practices.
• Execute strategies to enhance service and satisfaction. Identify opportunities for cost savings without sacrificing service. Identify and mitigate risks associated with operations.
• Employee Centric – Hire, train, and develop staff to ensure they possess the skills and knowledge needed to deliver exceptional service.
• Conduct performance reviews and provide feedback to team members, fostering a culture of continuous improvement.
• Motivate and engage the team to promote a positive and productive work environment.
  
  

Required Qualifications

• Bachelor's degree in business management, economics, finance, communications, or other related field with a minimum of 12 years’ professional work experience, including 8 years’ experience in contact or call center experience.
• Deep understanding of the homebuilding solar industry and its market dynamics.
• Ability to ideate, develop, and execute strategic plans, in close collaboration with internal and external partners and stakeholders.
• Highly motivated and able to thrive in a fast-paced, customer-centric environment where priorities may change quickly.
• Customer-centric verbal and written communication skills that demonstrate empathic listening skills, appropriate tone and language, and a consistent sense of urgency to resolve issues.
• Impeccable attention to detail as well as a detailed analytical thinker.
• Excellent oral and written communication skills with the ability to present vision and strategy in internal and external forums.
• Entrepreneurial mindset and demonstrated ability to thrive in a high-growth environment.
• Ability to travel up to 30% of the time
  
  

Preferred Qualifications

• Solar Industry experience (Renewable)
• Advanced Degree
• Technical Support Team Administration (Call Center)
  
  

Hanwha Q CELLS America Inc. (“HQCA”) is a Qcells company, one of the world’s largest manufacturers and providers of solar photovoltaic (PV) products and solutions. Headquartered in Irvine, California, HQCA has been rapidly expanding its business in North America through the expansion of products and solutions, including distributed energy solutions, direct-to-homeowner solar sales and financing, and EPC services. We provide an opportunity to be part of an exciting and growing world-class global business in an interesting and expanding industry of the future.

Physical, Mental & Environmental Demands

To comply with the Rehabilitation Act of 1973 the essential physical, mental and environmental requirements for this job are listed below. These are requirements normally expected to perform regular job duties. Incumbent must be able to successfully perform all of the functions of the job with or without reasonable accommodation.

Mobility

Standing

20% of time

Sitting

70% of time

Walking

10% of time

Strength

Pulling

up to 10 Pounds

Pushing

up to 10 Pounds

Carrying

up to 10 Pounds

Lifting

up to 10 Pounds

Dexterity(F = Frequently, O = Occasionally, N = Never)

Typing

F

Handling

F

Reaching

F

Agility(F = Frequently, O = Occasionally, N = Never)

Turning

F

Twisting

F

Bending

O

Crouching

O

Balancing

N

Climbing

N

Crawling

N

Kneeling

N

The salary range is required by the California Pay Transparency Act and may differ depending on the location of those candidates hired nationwide. Actual compensation is influenced by a wide array of factors including but not limited to, skill set, education, licenses and certifications, essential job duties and requirements, and the necessary experience relative to the job’s minimum qualifications.

• This target salary range is for CA positions only and should not be interpreted as an offer of compensation.
  
  

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