Customer Experience & Process Improvement Leader

Qcells USA Corp.; Teaneck Township (NJ); Hybrid; 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 how customers are served at scale.

The role focuses on evaluating, designing, and continuously improving customer handling processes across the entire account, ensuring efficiency, compliance, and consistency. The position directs process ownership for servicing, collections, transfers & assumptions, and vendor operations, analyzing customer

Qualifications

• 8+ years of work across customer experience with exposure to servicing functions.
• Experience building and scaling customer-facing processes with vendors and internal teams.
• Ability to use customer feedback, data, complaints and metrics to drive improvements.
• High technical aptitude for understanding systems, processes, and reporting.
• Strong decision-making, ownership mindset, and comfort with ambiguity.
• Experience with AI & operational innovation in processes.
• Collaboration with Servicing teams and vendors to deploy AI/automation.
• Knowledge of consumer lending laws (FDCPA, UDAP, FCRA).

Responsibilities

• Own the full lifecycle process map (boarding to end of term) as the single source of truth.
• Redesign customer handling procedures and drive implementation across teams and vendors.
• Identify pain points, redundancies, and compliance gaps and prioritize improvements.
• Lead root-cause analyses of recurring issues with ops leaders to address gaps.
• Maintain a customer-experience roadmap and measure impact of changes.
• Define customer experience KPIs/SLAs by lifecycle stage and track trends.
• Audit-ready process documentation for internal, regulatory, and investor audits.
• Serve as escalation point for systemic handling issues surfaced via complaints or QA.

Education

Bachelor’s degree in business/finance/engineering

Job description

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

The role focuses on evaluating, designing, and continuously improving customer handling processes across the entire account, ensuring efficiency, compliance, and consistency. The position directs process ownership for servicing, collections, transfers & assumptions, and vendor operations, analyzing customer