Sr. Manager, Customer Care

Qcells North America; San Francisco (CA); On-site; USD 120,000 - 170,000; Full time

Job summary

Hanwha Q CELLS America Inc. seeks a Senior Manager, QSS Customer Care, to lead and scale a high-performing customer care organization within the QSS Operations team in San Francisco, Irvine, or Santa Clara.

You will drive process improvements, partner with cross-functional teams, and mentor a team while ensuring regulatory compliance and strong customer outcomes in the growing solar industry.

Qualifications

• Bachelor's degree in Business, Operations, or a related field or equivalent experience.
• 8+ years in customer service/operations.
• 5+ years in leadership of teams.
• 3+ years in the solar industry with knowledge of residential financing (loan products, TPO).
• Experience leading hybrid/remote teams and cross-functional collaboration.
• Ability to travel up to 10%.

Responsibilities

• Lead and scale a team of Customer Care Specialists.
• Design and improve customer service processes for efficiency.
• Handle high-priority and escalated complaints focusing on root cause analysis and prevention.
• Collaborate with Disaster Recovery to contact affected customers and prioritize repairs.
• Identify systemic issues and partner on solutions to reduce customer friction.
• Report findings and recommendations to senior leadership with data insights.
• Set and monitor KPIs to ensure quality and efficiency.

Skills

Leadership

Cross-functional collaboration

Communication

Problem solving

Travel flexibility

Education

Bachelor's degree

Job description

POSITION 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.

Physical, Mental & Environmental Demands

To comply with the Rehabilitation Act of 1973 the essential physical, mental and environmental requirements for this job are listed below. These are requirements normally expected to perform regular job duties. Incumbent must be able to successfully perform all of the functions of the job with or without reasonable accommodation.

Mobility

Standing

20% of time

Sitting

70% of time

Walking

10% of time

Strength

Pulling

up to 10 Pounds

Pushing

up to 10 Pounds

Carrying

up to 10 Pounds

Lifting

up to 10 Pounds

Dexterity (F = Frequently, O = Occasionally, N = Never)

Typing

F

Handling

F

Reaching

F

Agility (F = Frequently, O = Occasionally, N = Never)

Turning

F

Twisting

F

Bending

O

Crouching

O

Balancing

N

Climbing

N

Crawling

N

Kneeling

N

The salary range is required by the California Pay Transparency Act and may differ depending on the location of those candidates hired nationwide. Actual compensation is influenced by a wide array of factors including but not limited to, skill set, education, licenses and certifications, essential job duties and requirements, and the necessary experience relative to the job’s minimum qualifications.

• This target salary range is for CA positions only and should not be interpreted as an offer of compensation.

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