Manager, Service Operations

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead the coordination of Palmetto’s post-PTO services from the initial intake to scheduling site visits and invoicing.

• Take ownership of operational performance in service coordination, focusing on resolution timelines, partner execution, cost efficiency, and enhancing customer experience.

• Supervise and develop Service Project Coordinators, Team Leads, and the workflows related to service coordination.

• Establish performance expectations, track KPIs, and promote accountability for throughput, SLA compliance, and customer results.

• Manage the health of the service queue and capacity planning, proactively identifying risks and implementing corrective measures.

• Oversee the entire service partner lifecycle, which includes onboarding, training, performance monitoring, conducting business reviews, scorecards, pipeline reviews, and managing escalations.

• Collaborate with senior leadership on partner strategy, network expansion, market coverage, and optimizing pricing.

• Act as the escalation point for complex, high-impact, or urgent service-related issues.

• Define and consistently enhance workflows, SOPs, and operational standards.

• Work alongside Product and Engineering teams to address system requirements, automation, and improvements in workflows within Salesforce and related platforms.

• Identify inefficiencies, failure points, and cost drivers; spearhead initiatives aimed at improving scalability, reducing costs, and enhancing customer experiences.

• Ensure invoicing is accurate and timely, including validation of partner work and cost controls.

• Report directly to the Director of Service Operations.

⛳️ Requirements

• A BS/BA degree is preferred.

• A minimum of 3 years of experience in residential solar installation, with a solid understanding of system components, installation practices, and common service challenges.

• At least 2 years of experience managing teams in a service, operations, or field coordination setting.

• Proven experience in leading operational functions with responsibility for KPIs, including timelines, costs, and customer satisfaction.

• Strong experience in working with third-party service providers or contractor networks, particularly in performance management and operational oversight, is highly desirable.

• Demonstrated ability to develop and scale processes in a fast-paced, high-volume operational environment.

• A strong analytical mindset with the capability to utilize data for decision-making, trend identification, and performance enhancement.

• Experience with CRM and field service management platforms, such as Salesforce Service Cloud, Field Service, or similar systems.

• Ability to articulate business requirements and collaborate with Product/Engineering teams to implement system and workflow enhancements.

• Excellent communication skills, capable of managing cross-functional stakeholders and fostering alignment across teams.

• Highly organized, detail-oriented, and adept at juggling multiple priorities simultaneously.

• Employment is contingent upon the successful completion of a background check.

🏝️ Benefits

• Unlimited PTO.

• Medical coverage.

• Dental coverage.

• Vision coverage.

• Paid parental leave.

• Retirement plans.

• Opportunities for talent development and career growth.

• A culture that promotes from within.

• Purpose-driven work.

• A culture focused on collaboration, impact, and work-life balance.