Manager, Residential Solar Customer Operations
Job Summary
As a Manager, Residential Solar Customer Operations, you will lead a fast-paced, customer-focused operations team responsible for supporting the residential solar customer lifecycle. This role is accountable for driving department performance, optimizing processes, and delivering a high-quality customer experience aligned with company goals and values.
This leader will combine strong people leadership with operational and analytical expertise to assess, improve, and scale the function. A key component of this role includes partner management of a third-party nearshore partner, ensuring alignment, accountability, and consistent performance. Success in this role requires solar industry experience, a forward-thinking mindset, and the ability to lead through change in a growing business.
Primary Responsibilities:
Lead the day-to-day operations of the Residential Solar Customer Operations team, ensuring alignment to department goals and company objectives
Plan and execute strategic initiatives focused on improving performance, scalability, and customer experience
Evaluate existing processes, identify gaps, and design solutions to improve efficiency, quality, and consistency
Analyze operational and performance data to inform decision-making and prioritize areas of focus
Serve as the primary relationship partner for third-party nearshore partner(s), establishing clear expectations, monitoring performance, and driving continuous improvement
Partner with Workforce Management to support forecasting, staffing, and service level attainment
Build strong cross-functional relationships to ensure alignment with broader business priorities
Communicate effectively across internal and external stakeholders with a collaborative, solutions-oriented approach
Lead, coach, and develop team members, providing clear direction, feedback, and growth opportunities
Foster a people-first culture with a focus on engagement, accountability, and performance
Lead and develop the collections team through direct and indirect leadership, including team leads and supervisors
Monitor collection metrics, identify trends, and implement strategies to improve recovery rates and reduce delinquency
Drive collection performance against targets while balancing customer experience and compliance requirements
Address and resolve employee-related matters in partnership with Human Resources as needed
Influence change through thoughtful communication, context, and a positive approach
Perform other duties and responsibilities as assigned
Required Skills:
Strong analytical, problem-solving, and critical thinking skills with attention to detail
Ability to assess operations, identify opportunities, and implement process improvements
Proven ability to lead effectively in a fast-paced, growth-oriented environment
Strong people leadership skills, including coaching, development, and performance management
Experience managing or partnering with third-party/outsourced teams
Ability to prioritize and manage multiple initiatives simultaneously under tight deadlines
Effective communication and relationship-building skills with a high degree of professionalism and integrity
Demonstrated ability to influence change and drive results through others
Forward-thinking, solution-oriented mindset
Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint) and operational systems/tools
Minimum Education & Experience:
5+ years of experience in customer operations, customer service, or a related field
2+ years of people leadership experience
Experience in residential solar or a related energy/utility industry required
Experience working with third-party or nearshore teams strongly preferred
Experience with workforce management, forecasting, or service operations preferred
Work Authorization: Applicants must be authorized to work in the US on a full-time basis. Unfortunately, a current or future need for sponsorship is not supported or available for this position.
Salary Range:
$87,630.00 - $140,210.00*This range reflects base pay only. Incentive earnings, like commissions or bonuses, are not included.
This role is also eligible for an annual incentive plan based on company performance.
How We Support Your Wellbeing:
Our employees are our most valuable asset. That’s why at IGS, we are committed to offering a holistic benefit program that allows employees to stay healthy, feel secure, and maintain flexibility in their wellbeing journey.
Healthcare Essentials: Comprehensive coverage including medical (plus free telehealth), dental, vision, and employer health savings account contributions.
Mental Wellbeing: Robust support through Headspace and free mental healthcare visits for you and your dependents.
Family Planning Support: Extensive assistance with Maven, paid family and caregiver leave, and fertility, adoption, and surrogacy services.
Financial Readiness: Strong financial foundation with a 401(k) plan, company match, and access to financial wellbeing tools.
Work-Life Balance: Paid time off, tuition reimbursement, paid leaves, employee hardship fund, and a wide range of additional perks.
Equal Opportunity Employment:
It is the policy of IGS Energy to ensure equal employment opportunity in accordance with all applicable federal and state regulations and guidelines. Employment discrimination against employees and applicants due to race, color, religion, sex (including sexual harassment), national origin, disability, age, sexual orientation, gender identity, military status, and veteran status or other legally protected class under applicable law is prohibited. If you require a reasonable accommodation to complete any part of the application or interview process, please contact HRLOA@igs.com.