Senior Manager, Solar Customer Care Operations

Qcells North America; Santa Clara (CA); On-site; USD 120,000 - 180,000; Full time

Job summary

Hanwha Q CELLS America Inc. in California seeks a Senior Manager, QSS Customer Care to build and lead a high-performing care organization across SF, Irvine, or Santa Clara. You will scale teams, design processes, and drive improvements in the customer experience while collaborating with multiple departments.

The ideal candidate has extensive solar industry experience, leadership skills, and a track record of delivering measurable performance, KPIs, and compliance in a hybrid/in-person setting.

Qualifications

• 8+ years in customer service, operations, or support.
• 5+ years in leadership developing high-performing teams.
• 3+ years in the solar industry with knowledge of residential financing and TPO.
• Experience leading hybrid/remote teams and driving performance.
• Willingness to travel 5–10%.

Responsibilities

• Lead and scale a Customer Care team with the QSS Director
• Design and improve customer service processes for efficiency and experience
• Handle escalations with root-cause analysis and prevention
• Coordinate with Disaster Recovery Manager for affected customers
• Collaborate cross-functionally to resolve systemic issues
• Report findings to senior leadership with data-backed recommendations
• Set and monitor KPIs to ensure quality and efficiency
• Mentor team members and foster accountability and collaboration
• Ensure compliance with regulatory and industry standards

Skills

Leadership

People management

Cross-functional collaboration

Communication

Problem solving

Stakeholder influence

Travel flexibility

Education

Bachelor's degree in Business, Operations, or related field

Job description

Hanwha Q CELLS America Inc. in California seeks a Senior Manager, QSS Customer Care to build and lead a high-performing care organization across SF, Irvine, or Santa Clara. You will scale teams, design processes, and drive improvements in the customer experience while collaborating with multiple departments.

The ideal candidate has extensive solar industry experience, leadership skills, and a track record of delivering measurable performance, KPIs, and compliance in a hybrid/in-person setting.