Sr. Manager, Customer Care

Qcells North America; Irvine (CA); Hybrid; USD 120,000 - 180,000; Full time

Job summary

Hanwha Q CELLS America Inc. is seeking a Senior Manager, QSS Customer Care to build and lead a high-performing customer care organization within the QSS Operations team. The role focuses on residential solar customer service and cross-functional collaboration across the organization to prevent issues.

The position will be based out of the San Francisco, Irvine or Santa Clara offices, with hybrid work arrangements and periodic travel.

Qualifications

• Bachelor’s degree in Business, Operations, or related field or equivalent experience.
• 8+ years in customer service/operations roles.
• 5+ years of leadership experience with high-performing teams.

Responsibilities

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

Skills

Leadership

Cross-functional collaboration

Problem solving

Communication

Travel flexibility

Education

Bachelor's degree in Business/Operations

Job description

We are looking for a Senior Manager, QSS Customer Care, to join our QSS Operations team to build, manage and optimize a high-performing customer care organization. The ideal candidate will have experience in the solar industry, particularly in residential customer service, and will work closely with departments across the organization to identify and prevent customer issues.

This position will be based out of our San Francisco, Irvine or Santa Clara offices.

RESPONSIBILITIES:

• Work closely with the QSS Director and Customer Care Manager to lead and scale a team of Customer Care Specialists.
• Design, implement, and continuously improve customer service processes to enhance the QSS customer experience and operational efficiency.
• Handle high-priority and escalated customer complaints with a focus on resolution, root cause analysis and long-term prevention.
• Work closely with the Disaster Recovery Manager to identify and contact customers potentially affected by natural disasters and prioritize system repairs.
• Collaborate cross-functionally to identify systemic issues and partner on solutions that reduce friction for customers.
• Report on key customer concerns to senior leadership, offering data-backed recommendations for improvements.
• Establish and monitor key performance indicators to ensure quality and efficiency goals are consistently met.
• Mentor and develop team members, fostering a culture of accountability, empathy, improvement and collaboration.
• Ensure compliance with all relevant regulatory, legal and industry standards.

REQUIRED QUALIFICATIONS:

• Bachelor’s degree in Business, Operations, or a related field, or an equivalent combination of education and professional experience.
• 8+ years of progressive experience in customer service, customer operations, or customer support environments.
• 5+ years of leadership experience, with a demonstrated ability to develop, mentor, and manage high-performing teams.
• 3+ years of experience in the solar industry, with strong knowledge of residential solar financing structures, including loan products and third-party ownership (TPO) agreements.
• Proven success leading hybrid and remote teams while driving performance, accountability, and employee engagement.
• Strong problem-solving, communication, and cross-functional collaboration skills, with the ability to influence stakeholders at all levels of the organization.
• Travel may be required up to 5-10%, depending on business needs.
• Ability to work from the San Francisco office and collaborate effectively in an in-person and hybrid work environment.

PREFERRED QUALIFICATIONS:

• Experience handling legal or regulatory escalations in a solar or renewable energy environment.
• Knowledge of project or production management principles in a fast-growing, cross-functional team.

Hanwha Q CELLS America Inc. (“HQCA”) is a Qcells company, one of the world’s largest manufacturers and providers of solar photovoltaic (PV) products and solutions. Headquartered in Irvine, California, HQCA has been rapidly expanding its business in North America through the expansion of products and solutions, including distributed energy solutions, direct-to-homeowner solar sales and financing, and EPC services. We provide an opportunity to be part of an exciting and growing world-class global business in an interesting and expanding industry of the future.

This position requires the ability to perform the essential functions of the position, with or without reasonable accommodation. Periodic travel and site visits may be required.