Customer Excellence Manager

Qcells USA Corp.; Irvine (CA); On-site; USD 134,000 - 151,000; Full time

Job summary

Hanwha Q CELLS America Inc. is seeking a Customer Excellence Manager to lead customer operations programs and partner with vendors to reinvent servicing at scale.

You will own the end-to-end lifecycle processes, identify pain points, and drive data-informed improvements across Servicing, Collections, and vendor operations. The role emphasizes AI usage and automation to optimize customer handling.

Qualifications

• Bachelor's degree and 8+ years in customer experience with exposure to servicing functions.
• Proven ability to build and scale customer-facing processes in partnership with vendors and internal teams.
• Use customer feedback, operational data, complaints, and metrics to identify trends and drive improvements.
• High technical aptitude with systems, workflows, reporting, automation, and process dependencies.

Responsibilities

• Own the full lifecycle process map (onboarding → servicing → delinquency → life events → end of term); maintain as single source of truth.
• Redesign customer handling procedures and drive implementation across internal teams and sub-servicers, including retraining and documentation updates.
• Conduct recurring process reviews to identify pain points, breakdowns, redundancies, and compliance gaps; prioritize improvements.
• Work with sub-servicers/vendors to review and write processes for each customer touchpoint.
• Lead root cause analysis of recurring or high-impact issues and address underlying gaps.
• Maintain and prioritize a customer experience improvement roadmap and measure impact of changes.
• Define customer experience KPIs/SLAs by lifecycle stage (contact drivers, first contact resolution, complaints, escalations, quality, satisfaction).
• Identify trends and provide data-backed recommendations to leadership.
• Own process documentation for audit-readiness (internal, regulatory, investor/rating audits).
• Serve as escalation point for systemic customer handling issues surfaced through complaints, QA, or vendor oversight.

Skills

Customer experience

Process improvement

Vendor management

Data analysis

AI in operations

Decision making

Regulatory knowledge

Education

Bachelor's degree in business/finance/engineering

Tools

Excel

Servicing software

CRM systems

Job description

Description

POSITION DESCRIPTION:

We're looking for a leader to join the EnFin Servicing team as the Customer Excellence Manager to lead our customer operations programs and serve as a true partner in reinventing how we serve customers at scale.

This role owns the evaluation, design, and continuous improvement of customer handling processes and documentation across the entire account. The Customer Excellence Manager will act as the process owner responsible for ensuring every customer touchpoint is efficient, compliant, and consistent, whether handled internally or by sub-servicers/vendors.

A key focus of this role will be understanding why customers contact EnFin, identifying customer pain points and recurring issues, and translating those insights into meaningful process improvements across Servicing, Collections, Transfers & Assumptions, and vendor operations.

This position will be based out of one of our offices in Irvine, CA; San Francisco, CA or Santa Clara, CA or Teaneck, NJ. Remote work may be considered for exceptional cases.

RESPONSIBILITIES:

• Own the full lifecycle process map (boarding → servicing → delinquency → life events → end of term); maintain it as the single source of truth for how customers are handled at each stage.
• Lead the redesign of customer handling procedures and drive implementation across internal teams and sub-servicers, including communication, retraining and documentation updates
• Conduct recurring process reviews to identify customer pain points, breakdowns, redundancies, and compliance gaps; prioritize improvements based on risk, operational value and customer impact
• Work in lockstep with sub-servicers/vendors to review and write processes and handling procedures for each customer touchpoint
• Lead root cause analysis of recurring or high impact customer issues and partner with operational leaders to address underlying process, policy, system or training gaps.
• Maintain and prioritize a customer experience improvement roadmap and measure the impact of implemented changes.
• Define customer experience KPIs/SLAs by lifecycle stage, including measures such as contact drivers, repeat contacts, First Contact Resolution, complaints, escalations, quality, and customer satisfaction.
• Identify trends and provide data-backed customer experience recommendations to leadership
• Own process documentation for audit-readiness (internal, regulatory, and investor/rating agency audits)
• Serve as escalation point for systemic customer handling issues surfaced through complaints, QA, or vendor oversight

REQUIRED QUALIFICATIONS:

• Bachelor’s degree in business, finance, engineering (or equivalent experience) with a minimum of 8+ years of work across customer experience, with exposure to all major servicing functions.
• Proven experience building and scaling customer-facing processes and procedures in partnership with vendors and internal teams.
• Experience using customer feedback, operational data, complaints, quality findings or performance metrics to identify trends and drive improvements.
• High technical aptitude with the ability to understand systems, workflows, and reporting, automation, and process dependencies.
• Strong decision-making ability, ownership mindset, and comfort operating in ambiguity.
• AI & Operational Innovation
• Partner deeply across Servicing teams and vendors to identify and deploy customer facing and Operational AI and automation across servicing workflows within the vendor network.
• Bring an experimentation mindset, using AI in everyday problem-solving to reimagine the vendor operating model and program, not just optimize the current one.
• Identify opportunities where automation, self-service, or improved workflows can reduce customer effort, unnecessary contacts and operational inefficiencies.
• Working knowledge of Consumer lending, FDCPA, Fair Debt Collection laws, UDAP, and FCRA.

PREFERRED QUALIFICATIONS:

• Solar Industry experience (Renewable).
• Experience with Voice of the Customer, customer journey mapping, or contact-driver analysis.
• Familiarity with collections and servicing software and systems.
• Understanding of Solar lending products.
• Advanced knowledge of Microsoft Office Suite, particularly Excel.

COMPENSATION:

In accordance with applicable pay transparency laws, the anticipated annual base salary for this position is:

• Zone 1 (Bay Area, NYC): $146,200 – $164,400
• Zone 2 (CA, NJ, NY): $134,000 – $150,700
• Zone 3 (All others): $121,800 – $137,000

The applicable salary range is based on the employee’s primary work location. Individual compensation will be determined based on qualifications, relevant experience, education, skills, internal equity, and other business-related factors.

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.

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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