Everything we do at Sunrun is driven by a determination to transform the way we power our lives. We know that starts at the individual employee level. We strive to foster an environment you can thrive in through our commitment to diversity, inclusion and belonging.
The Customer Engagement Director is a strategic operator leading the contact center driving a world class experience for our customers and employees. This person will create and drive the strategy to eliminate customer friction points, leverage technology to improve process and productivity, create a culture of excellence, and deliver exceptional outcomes for our customers. This leader will develop a team that is operationally excellent and deliver on critical Key Performance Indicators. Using customer data and feedback while working cross functionally across Sunrun to deliver an end to end seamless customer experience is critical for success. The Customer Engagement Director will be critical in driving our Net Promoter Score, and delivering in key moments of truth over our 25 year relationship with each customer.
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ESSENTIAL DUTIES AND RESPONSIBILITIES
- Leadership & Team management
- Create a customer centered culture of excellence that is empowering, energizing, rewarding, and delivers results.
- Lead, motivate, coach, and inspire that enhances performance and personal growth.
- Hold leaders and teams accountable to the Organizational KPIs.
- Lead cross functionally solving for customer and employee needs.
- Hold and participate in leadership offsite events multiple times per year.
- Foster a culture that promotes inclusion, collaboration, accountability, contribution, and team unity.
- Customer Experience / Technology
- Focus on continuous improvement leading the organization to new levels of excellence in technology, process, and people.
- Analyze and map customer feedback and experiences, and build systems and processes that inspire the customer to be a promoter of Sunrun and our service.
- Evaluate Data, new technologies, organizational trends, to enhance contact center efficiency centered around making the lifetime customer experience world class.
- Operational Strategy
- Identify key areas of improvement for our customers and employees, simplification of processes, and be able to implement those in an efficient and effective way.
- Explore key contact points and technology to engage with our customers in ways that will drive satisfaction and ensure each customer's solar system is optimized for their current needs.
- Identify opportunities where we can improve the customer experience through new products and services.
- Reporting
- Develop and present reports that showcase the performance of the organization, with KPIs, trends and feedback.
- Regularly communicate trends, feedback and performances of the team. Prepare and deliver presentations providing updates on company initiatives, organizational successes and challenges, and recognition.
REQUIREMENTS (EDUCATION, EXPERIENCE, CERTIFICATIONS, AND OTHER SKILLS)
- Bachelor's degree preferred.
- 10+ years of managing a contact center in a senior leadership role.
- Excellent communication skills and expertise in multiple communication platforms.
- Google suite proficiency.
- Ability to adapt to a face-paced, dynamic environment.
- In-Office role based in Lehi, UT.
Recruiter:
Amanda Frock (amanda.frock@sunrun.com)
Please note that the compensation information that follows is a good faith estimate for this position only and is provided pursuant to acts, such as The Equal Pay Transparency Act. It assumes that the successful candidate will be located in markets within the United States that warrant the compensation listed. Candidates in locations outside this local area may have a different starting salary range for this opportunity which may be higher or lower. Please speak with your recruiter to learn more.
Starting salary/wage for this opportunity:
$123,035.85 to $164,047.80
Other rewards may include annual bonus eligibility, which is based on company and individual performance, short and long term incentives, and program-specific awards. Sunrun provides a variety of benefits to employees, including health insurance coverage, an employee wellness program, life and disability insurance, a retirement savings plan, paid holidays and paid time off (PTO). A candidate's salary history will not be used in compensation decisions.
This description sets forth the general nature and level of the qualifications and duties required of employees in this job classification, as well as some of the essential functions of this role. It is not designed to be a comprehensive inventory of all essential duties and qualifications. If you have a disability or special need that may require reasonable accommodation in order to participate in the hiring process or to perform this role if you are offered employment, please let us know by contacting us at candidateaccomodations@sunrun.com.
Sunrun is proud to be an equal opportunity employer that does not tolerate discrimination or harassment of any kind. Our commitment to Diversity, Inclusion & Belonging drives our ability to build diverse teams and develop inclusive work environments. At Sunrun, we believe that empowering people and valuing their differences are essential for our mission of connecting people to the cleanest energy on earth. We are committed to equal employment opportunities without consideration of race, color, religion, ethnicity, citizenship, political activity or affiliation, marital status, age, national origin, ancestry, disability, veteran status, sexual orientation, gender identity, gender expression, sex or gender, pregnancy or any other basis protected by law. We also consider qualified applicants with criminal convictions, consistent with applicable federal, state and local law.