Remote Service Operations Manager

Palmetto; Charlotte (NC); Remote; USD 120,000 - 190,000; Full time

Benefits offered by this job

Unlimited PTO

Medical, dental, and vision coverage

Paid parental leave

Retirement plans

Job summary

Palmetto is seeking a remote-based Manager of Service Operations in the United States to lead the post-PTO service coordination function. You will oversee intake, scheduling, and invoicing, guiding a team of coordinators to deliver high-quality service at scale.

You will own partner performance, onboarding, and ongoing operational oversight while collaborating with Product, Field Operations, and Supply Chain to optimize workflows and costs. Strong leadership and CRM experience are essential.

Qualifications

• Minimum 3 years of experience in residential solar installation or related field.
• Minimum 2 years of experience managing teams in service/operations.
• Experience leading operational functions with KPIs around timelines, cost, and customer experience.
• Experience working with third-party service providers or contractor networks.
• Ability to scale processes in a fast-paced, high-volume environment.
• Strong analytical mindset with data-driven decision making.
• Experience with CRM and field service platforms (Salesforce Service Cloud, Field Service).

Responsibilities

• Own the service coordination operation from intake through scheduling, invoicing, and site visits.
• Lead and develop a team of Team Leads and Service Project Coordinators; set performance expectations and monitor KPIs.
• Drive performance against operational metrics like site visit timelines, SLA adherence, and cost of service.
• Oversee service queue health, capacity planning, and risk mitigation.
• Manage the service partner lifecycle including onboarding, training, and performance reviews; conduct regular business reviews.
• Collaborate with Product and Engineering to define system requirements and automation opportunities in Salesforce and related platforms.
• Identify inefficiencies and cost drivers; lead initiatives to improve scalability and customer experience.
• Ensure accurate invoicing aligned with scopes of work.

Skills

Leadership

KPIs

Data-driven decisions

Customer experience

Cross-functional collaboration

Education

BS/BA preferred

Tools

Salesforce Service Cloud

Field Service

Job description

Palmetto is seeking a remote-based Manager of Service Operations in the United States to lead the post-PTO service coordination function. You will oversee intake, scheduling, and invoicing, guiding a team of coordinators to deliver high-quality service at scale.

You will own partner performance, onboarding, and ongoing operational oversight while collaborating with Product, Field Operations, and Supply Chain to optimize workflows and costs. Strong leadership and CRM experience are essential.