Summary/Objective

The Program Manager – Customer Experience will be the subject matter expert to enable best in class customer service by all functions performing solar power plants and distributed generation sites operated and maintained by NovaSource Power Services across a global fleet of projects.

The Program Manager – Customer Experience's goal is to develop, implement, and continuously improve our customer service process and standards. The Program Manager – Customer Experience reports to the Vice President and closely coordinates efforts with Business Unit (BU) Leaders, support functions, and senior managers.

This role is based out of our Chandler, AZ office.

Essential Functions

As an integral part of the Operational Standards team, the desired candidate will have responsibility for the following:

• Create a culture and processes which achieve the customer service goals and objectives.
• Identify new tools and technologies to better serve the customer.
• Develop process, procedures, roles/responsibilities for customer facing and impacting activities.
• Develop customer metrics.
• Empower and engage the Account Management team.
• Use Customer Insight and Root Cause Analytics to identify companywide improvements.
• Work effectively with all peers and the board/stakeholders Commercial and Finance, Marketing, Operations to negotiate and influence customer improvements.
• Enable NovaSource team to exceed customer expectations through clear expectations, quality tools/processes, and training.
• Develop standards for customer interactions; i.e. meetings, emails, phone calls.

Job Qualifications

• Demonstrated excellence in customer relationship within a technical environment.
• Excellent verbal and written communication skills across clients and cross-functionally.
• Able to adapt and succeed in a changing environment.
• Proven management and/or relationship management experience at a strategic level
• Established track record of exceeding targets, KPI's SLA's, in a quality led, legislative compliant environment.
• Influential relationships skills and able to use these relationships to deliver service improvements.
• Proven problem solver
• Must be motivated to work independently & with minimal supervision.
• Must have strong organizational skills.
• Proficient use of all Microsoft Office suite programs
• Fluent English language skills, additional language beneficial

Travel

• Up to 25% Travel required.

Required Education and Experience

• 5-10 years' work experience, preferably in the renewable energy, or field service industries.
• 3-5 years' experience in a technical environment with field service or related experience.
• High School Degree required.
• Prior experience in customer service, customer relationship and management.

Preferred Education and Experience

• BS in Business, Engineering, Organizational Development or similar preferred

Physical Demands

• This is largely a sedentary role; however, some filing is required. This would require the ability to lift files, open filing cabinets and bend or stand, as necessary.

Position Type & Expected Hours of Work

• This is a full-time position. Days and hours of work are Monday through Friday, 8:00 a.m. to 5:00 p.m., hours may vary.

Other Duties

Disclaimer: this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.

Office Physical Requirements:

All positions in our office require interaction with people and technology while either standing or sitting. In order to best service our customers, internal and external, all associates must be able to communicate face-to-face and on the phone with or without reasonable accommodation. NovaSource is committed to compliance with its obligations under all applicable state and federal laws prohibiting employment discrimination. In keeping with this commitment, it attempts to reasonably accommodate applicants and employees in accordance with the requirements of the disability discrimination laws. It also invites individuals with disabilities to participate in a good faith, interactive process to identify reasonable accommodations that can be made without imposing an undue hardship.

Potential candidates will meet the education and experience requirements provided on the above job description and excel in completing the listed responsibilities for this role.

US: Diversity Statement – Equal Employment Opportunity

It is NovaSource's policy to provide equal employment opportunities to all applicants and employees. NovaSource disapproves of, and will not tolerate, unlawful discrimination against any applicant or employee because of race, color, national origin or ancestry, gender (including pregnancy, childbirth, or related medical conditions), gender identity, age, religion, disability, family care status, veteran status, marital status, sexual orientation, or any other basis protected by local, state or federal laws.