Customer Experience & Process Lead

Qcells North America; 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 we serve customers at scale.

The roleowns end-to-end processes across servicing, collections, transfers & assumptions, and vendor operations. The position focuses on identifying customer pain points, translating insights into process improvements, and defining KPIs/SLAs with a strong emphasis on audit-readiness and regulatory compliance.

Qualifications

• Bachelor’s degree in business, finance, engineering (or equivalent) with a minimum of 8+ years of work across customer experience, with exposure to all major servicing functions.
• Experience building and scaling customer-facing processes with vendors and internal teams.
• Experience using customer feedback, operational data, complaints, quality findings or performance metrics to identify trends and drive improvements.

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 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 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 contact drivers, repeat contacts, First Contact Resolution, complaints, escalations, quality, and customer satisfaction

Skills

Customer experience

Vendor collaboration

Process design

Data-driven decisions

AI & automation

Education

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

Tools

Excel

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 we serve customers at scale.

The roleowns end-to-end processes across servicing, collections, transfers & assumptions, and vendor operations. The position focuses on identifying customer pain points, translating insights into process improvements, and defining KPIs/SLAs with a strong emphasis on audit-readiness and regulatory compliance.