Customer Excellence Manager: End-to-End Process Optimization

Qcells North America; Irvine (CA); Hybrid; USD 122,000 - 164,000; Full time

Job summary

Hanwha Q CELLS America Inc. in Irvine, California is seeking a Customer Excellence Manager to lead customer operations programs and partner across Servicing, Collections, Transfers & Assumptions, and vendor operations.

This role owns end-to-end processes and drives improvements to ensure efficient, compliant, and consistent customer handling, whether in-house or via sub-servicers. The position may be based in Irvine, SF, Santa Clara or Teaneck, NJ, with remote work considered for exceptional

Qualifications

• 8+ years in customer experience with exposure to servicing functions.
• Experience building scalable customer-facing processes with vendors and internal teams.
• Using customer feedback, operational data, complaints, quality findings or performance metrics to identify trends and drive improvements.
• High technical aptitude with understanding of systems, workflows, reporting, automation and process dependencies.
• Strong decision-making ability, ownership mindset, and comfort operating in ambiguity.
• Knowledge of consumer lending laws (FDCPA, FCRA, UDAP).

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

Job description

Hanwha Q CELLS America Inc. in Irvine, California is seeking a Customer Excellence Manager to lead customer operations programs and partner across Servicing, Collections, Transfers & Assumptions, and vendor operations.

This role owns end-to-end processes and drives improvements to ensure efficient, compliant, and consistent customer handling, whether in-house or via sub-servicers. The position may be based in Irvine, SF, Santa Clara or Teaneck, NJ, with remote work considered for exceptional