Senior Manager, Customer Care - Solar Ops Leader (Hybrid)

Qcells North America; Irvine (CA); On-site; USD 140,000 - 190,000; Full time

Job summary

Hanwha Q CELLS America Inc. (HQCA) seeks a Senior Manager, QSS Customer Care to lead a high-performing team within the QSS Operations group. The role focuses on building scalable processes, deep cross-functional collaboration, and issue prevention for residential solar customers.

The position supports hybrid/in-person work across San Francisco, Irvine, or Santa Clara offices, with a strong emphasis on data-driven decision making and regulatory compliance.

Qualifications

• Bachelor’s degree in Business, Operations, or a related field or equivalent experience.
• 8+ years of progressive experience in customer service/operations.
• 5+ years of leadership experience building high-performing teams.
• 3+ years in the solar industry with knowledge of residential solar financing structures (loan products, TPO).
• Experience leading hybrid/remote teams with strong accountability and engagement.
• Strong problem-solving and cross-functional collaboration skills.
• Travel up to 5–10%, and ability to work from the San Francisco office in person/hybrid.

Responsibilities

• Lead and scale a team of Customer Care Specialists with the QSS Director and Manager.
• Design, implement, and improve customer service processes to boost experience and efficiency.
• Handle high-priority escalations focusing on root-cause analysis and prevention.
• Collaborate with Disaster Recovery to contact potentially affected customers and prioritize repairs.
• Work cross-functionally to identify systemic issues and drive solutions that reduce friction.
• Report key customer concerns to leadership with data-backed recommendations.
• Establish and monitor KPIs to ensure quality and efficiency.
• Mentor team members and foster accountability, empathy, and collaboration.
• Ensure compliance with regulatory and industry standards.

Skills

Leadership

Customer care operations

Cross-functional collaboration

Problem solving

Communication

Education

Bachelor’s degree in Business/Operations

Job description

Hanwha Q CELLS America Inc. (HQCA) seeks a Senior Manager, QSS Customer Care to lead a high-performing team within the QSS Operations group. The role focuses on building scalable processes, deep cross-functional collaboration, and issue prevention for residential solar customers.

The position supports hybrid/in-person work across San Francisco, Irvine, or Santa Clara offices, with a strong emphasis on data-driven decision making and regulatory compliance.