Director, Product & Customer CX

Sunrun; Deutschland; Remote; EUR 100.000 - 140.000; Vollzeit

Zusammenfassung

A leading renewable energy company is seeking a Director of Product & Customer CX to enhance customer interactions and optimize operations. The ideal candidate will have over 10 years of leadership experience, a strategic mindset, and a strong commitment to operational excellence. This role involves creating effective product roadmaps, managing logistics, and ensuring seamless collaboration across teams. Compensation details available upon request.

Qualifikationen

• 10+ years of progressive leadership experience in customer experience or operations.
• Proven track record of driving continuous improvement initiatives.
• Strong understanding of customer care best practices.

Aufgaben

• Draft and communicate the product roadmap aligning with company goals.
• Develop strategic plans for optimizing warehouse and logistics operations.
• Act as the 'Voice of the Customer' and gather key feedback.

Kenntnisse

Leadership

Customer Experience Management

Strategic Planning

Continuous Improvement

Cross-functional Collaboration

Problem Solving

Ausbildung

Bachelor of Business or Engineering

MBA

Jobbeschreibung

Director, Product & Customer CX

Ever since we started in 2007, Sunrun has been at the forefront of connecting people to the cleanest energy on Earth. It’s why we’ve become the #1 home solar and battery company in America. Today, we’re on a mission to change the way the world interacts with energy, and we’re building a company and brand that puts power at the center of life. And we’re doing it by designing a dynamic culture where employee development, well‑being, and safety come first. We’re unlike any other solar company. Our vertically integrated model gives us total control over every part of the energy lifecycle – from sale through installation and beyond – so you can find endless opportunities for growth. Come join a career you can grow in and a culture you can run with.

As a leader at Sunrun, you’ll bring our leadership principles to life by creating the experience, leading by example, and communicating well & often. You’ll keep score to drive results, develop people to help them grow, and build a deliberate culture where our values shine: We Love People, We Love to Create, and We Love to Run. Most importantly, you’ll attract and retain top talent to help Sunrun build the best team on the planet. Together, we run.

Overview

We are seeking an experienced and dynamic Director of Product & CX to champion the voice of our customers and drive continuous improvement across our customer interactions and operational processes. This leadership role will be pivotal in shaping our customer experience, optimizing logistics and warehouse operations, and ensuring seamless collaboration with engineering, product, and service teams to deliver exceptional value. The ideal candidate will be a strategic thinker with a strong commitment to customer satisfaction, operational excellence, and a proven track record of implementing scalable solutions.

Responsibilities

Strategic Leadership & Planning

• Draft and communicate the product roadmap, ensuring it aligns with overall company goals and business objectives.
• Develop and implement strategic plans to optimize warehouse and logistics operations, including inventory management, order fulfillment, and shipping/receiving.
• Direct and manage overall cost reduction targets and oversee the execution of initiatives to achieve them.
• Define and drive the strategic roadmap for next‑generation product solutions.
• Lead customer contract negotiations for key agreements like Master Services Agreements (MSAs) and Product Supply Agreements.

Customer & Product Advocacy

• Act as the "Voice of the Customer", gathering feedback and raising key needs during planning and development.
• Analyze market trends, the competitive landscape, and customer feedback to drive product strategy and identify new opportunities.
• Collaborate with cross‑functional teams (e.g., sales, marketing, engineering) to ensure successful product launches and seamless issue resolution.
• Evaluate market opportunities and financial feasibility to provide senior leadership with target markets to pursue.

Process & Operational Excellence

• Continuously develop and expand processes to streamline customer experience (CX) workflows and drive continuous improvement.
• Establish and monitor key performance indicators (KPIs) to measure and improve warehouse performance, inventory accuracy, and on‑time delivery.
• Ensure robust development processes are maintained and that requirements are defined, tracked, and communicated effectively.
• Develop and manage an enterprise logistics program, including vendor management of major couriers and optimizing shipping contracts.
• Understand the seasonal needs of the business and create logistical plans to support growth, timelines, and budgets during peak periods.

Qualifications

• Bachelor of Business or Engineering. MBA preferred.
• 10+ years of progressive leadership experience in customer experience, operations, or a related field.
• Proven experience in a leadership role focused on customer experience, operations, or a related field.
• Strong understanding of customer care best practices and methodologies.
• Demonstrated ability to drive continuous improvement initiatives and implement lean methodologies.
• Experience with warehouse operations, inventory management, and logistics programs.
• Excellent cross‑functional collaboration and communication skills.
• Ability to analyze data, define KPIs, and drive performance improvements.
• Strategic thinker with a track record of developing and executing strategic roadmaps.
• Knowledge of industry trends and emerging technologies relevant to customer experience and operations.
• Exceptional problem‑solving and analytical abilities.

Recruiter: Tyrone Taylor ([e-mail])

Compensation decisions will not be based on a candidate's salary history. You can learn more: EEO | Sunrun.

This job description outlines the primary responsibilities, some essential job functions, and qualifications for the role. It may not include all essential functions, tasks, or requirements. If you are a qualified individual with a disability and you need reasonable accommodation during the hiring process or to perform this role, please contact us at [e-mail].

Sunrun is proud to be an equal opportunity employer that does not tolerate discrimination or harassment of any kind. We believe that empowering people and valuing their differences are essential for our mission of connecting people to the cleanest energy on earth. Learn more here: EEO | Sunrun.