Senior Manager, Solar Customer Care & Operations

Qcells North America; San Francisco (CA); Hybrid; USD 140,000 - 190,000; Full time

Job summary

Hanwha Q CELLS America Inc. is seeking a Senior Manager, QSS Customer Care to lead and optimize a high-performing customer care organization in the SF Bay Area with options for Irvine or Santa Clara.

You will work closely with the QSS Director and cross-functional teams to scale processes and prevent issues. The role requires 8+ years in customer service, 5+ years of leadership, and 3+ years in the solar industry, with strong problem-solving and communication skills.

Qualifications

• Bachelor’s degree in Business, Operations, or related field.
• 8+ years in customer service/operations.
• 5+ years in leadership, building high-performing teams.
• 3+ years in the solar industry, residential financing incl. loans and TPO.
• Experience leading hybrid/remote teams and driving accountability.

Responsibilities

• Lead and scale a team of Customer Care Specialists.
• Design and optimize customer service processes for CX and efficiency.
• Handle high-priority and escalated complaints with root-cause analysis.
• Coordinate with Disaster Recovery to contact affected customers.
• Collaborate cross-functionally to reduce customer friction.
• Report on customer concerns with data-backed recommendations.
• Establish KPIs to ensure quality and efficiency.
• Mentor team members and foster accountability and collaboration.
• Ensure compliance with regulatory and industry standards.

Skills

Leadership

Customer service operations

Cross-functional collaboration

Problem solving

Communication

Education

Bachelor’s degree in Business/Operations

Equivalent mix of education and experience

Job description

Hanwha Q CELLS America Inc. is seeking a Senior Manager, QSS Customer Care to lead and optimize a high-performing customer care organization in the SF Bay Area with options for Irvine or Santa Clara.

You will work closely with the QSS Director and cross-functional teams to scale processes and prevent issues. The role requires 8+ years in customer service, 5+ years of leadership, and 3+ years in the solar industry, with strong problem-solving and communication skills.