Customer Experience & Process Excellence Lead

Qcells North America; San Francisco (CA); On-site; USD 134,000 - 151,000; Full time

Job summary

Hanwha Q CELLS America Inc. (HQCA) seeks a Customer Excellence Manager to lead customer operations programs and partner across Servicing, Collections, Transfers & Assumptions, and vendor operations.

You will own end-to-end process design, drive improvements, and shape KPI-driven customer experiences. You will collaborate with internal teams and sub-servicers to implement scalable solutions, perform root-cause analysis, and maintain audit-ready documentation across the customer journey.

Qualifications

• Bachelor’s degree in business, finance, engineering (or equivalent) with 8+ years in customer experience.
• Experience building and scaling customer-facing processes with vendors and internal teams.
• Experience using customer feedback, data, complaints, quality findings to drive improvements.
• Strong systems, workflows, reporting, automation understanding and decision-making ability.

Responsibilities

• Own the full lifecycle process map from onboarding through end of term.
• Redesign customer handling procedures and drive implementation with teams and sub-servicers.
• Identify pain points, prioritize improvements by risk, value, and impact.
• Lead root cause analysis and address gaps in processes, policy, or training.
• Define and track customer experience KPIs/SLAs across lifecycle stages.
• Ensure audit-ready process documentation and serve as escalation point for issues.

Skills

Customer experience

Process design

Data analysis

Vendor collaboration

Education

Bachelor’s degree

Tools

Excel

Job description

Hanwha Q CELLS America Inc. (HQCA) seeks a Customer Excellence Manager to lead customer operations programs and partner across Servicing, Collections, Transfers & Assumptions, and vendor operations.

You will own end-to-end process design, drive improvements, and shape KPI-driven customer experiences. You will collaborate with internal teams and sub-servicers to implement scalable solutions, perform root-cause analysis, and maintain audit-ready documentation across the customer journey.