Customer Experience & Process Excellence Leader

Qcells USA Corp.; San Francisco (CA); On-site; USD 146,000 - 164,000; Full time

Job summary

Hanwha Q CELLS America Inc. is seeking a Customer Excellence Manager to lead our customer operations programs and partner with vendors to scale service delivery.

You will own end-to-end processes, identify pain points, and drive improvements across Servicing, Collections, Transfers & Assumptions, and vendor operations. The role emphasizes data-driven decision making, process ownership, and cross-functional leadership to ensure compliant, efficient, and consistent customer interactions across

Qualifications

• Bachelor’s degree in business, finance, engineering or equivalent experience.
• 8+ years in customer experience across servicing and operations.
• Experience building scalable customer-facing processes with vendors and internal teams.
• Use of feedback, data, complaints and metrics to drive improvements.
• Strong technical aptitude for systems, workflows and reporting.

Responsibilities

• Own end-to-end customer handling processes from onboarding to life events and terminations.
• Redesign procedures and drive adoption across internal teams and vendors.
• Identify pain points, compliance gaps, and prioritize improvements by risk and value.
• Collaborate with sub-servicers/vendors to document and improve touchpoints.
• Lead root-cause analysis and address gaps in process, policy, or training.
• Maintain a roadmap and measure impact of improvements on CX KPIs.
• Define CX KPIs/SLAs by lifecycle stage and monitor trends.
• Propose data-driven recommendations to leadership.
• Maintain audit-ready process documentation for internal and regulatory audits.
• Serve as escalation point for systemic issues surfaced through complaints or QA.

Skills

Customer experience strategy

Process design

Data analysis

Vendor coordination

Cross-functional collaboration

Communication

Regulatory knowledge

Education

Bachelor’s degree in business, finance, engineering or equivalent

Tools

Excel

CRM systems

Job description

Hanwha Q CELLS America Inc. is seeking a Customer Excellence Manager to lead our customer operations programs and partner with vendors to scale service delivery.

You will own end-to-end processes, identify pain points, and drive improvements across Servicing, Collections, Transfers & Assumptions, and vendor operations. The role emphasizes data-driven decision making, process ownership, and cross-functional leadership to ensure compliant, efficient, and consistent customer interactions across