Customer Experience & Process Excellence Lead

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

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.