Manager, Service Operations

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $94k - $127k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

⚙️ Operations

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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Palmetto

WebsiteLinkedInAll Job Openings

201 - 500 employees

⚡ Energy

💸 Finance

Energy • Finance

Palmetto is a company that offers comprehensive solar energy solutions for residential properties. It provides various solar services including design, financing, installation, maintenance, and energy system management. Palmetto aims to make clean energy accessible with its solar feasibility modeling platform and offers flexible payment options like solar lease, purchase, and subscription plans. The company prides itself on exceptional customer service and social impact, helping homeowners to manage their energy consumption efficiently while reducing their environmental footprint.

📋 Description

• Lead Palmetto’s post-PTO service coordination function from intake through site visit scheduling and invoicing • Own operational performance across service coordination, including resolution timelines, partner execution, cost efficiency, and customer experience • Oversee and develop Service Project Coordinators, Team Leads, and service coordination workflows • Set performance expectations, monitor KPIs, and drive accountability for throughput, SLA adherence, and customer outcomes • Manage service queue health and capacity planning, identifying risks and implementing corrective actions • Own the service partner lifecycle, including onboarding, training, performance monitoring, business reviews, scorecards, pipeline reviews, and escalations • Partner with senior leadership on partner strategy, network expansion, market coverage, and pricing optimization • Serve as escalation point for complex, high-impact, or time-sensitive service issues • Define and continuously improve workflows, SOPs, and operational standards • Collaborate with Product and Engineering on system requirements, automation, and workflow improvements in Salesforce and related platforms • Identify inefficiencies, failure points, and cost drivers; lead initiatives to improve scalability, reduce cost, and enhance customer experience • Ensure accurate and timely invoicing, including partner work validation and cost controls • Report to the Director of Service Operations

🎯 Requirements

• BS/BA is preferred • Minimum 3 years of experience in residential solar installation, with a strong understanding of system components, installation practices, and common service issues • Minimum 2 years of experience managing teams in a service, operations, or field coordination environment • Demonstrated experience leading operational functions with accountability for KPIs such as timelines, cost, and customer experience • Strong experience working with third-party service providers or contractor networks, including performance management and operational oversight, is recommended • Proven ability to build and scale processes in a fast-paced, high-volume operational environment • Strong analytical mindset with the ability to use data to drive decision-making, identify trends, and improve performance • Experience working with CRM and field service management platforms, such as Salesforce Service Cloud, Field Service, or similar systems • Ability to define business requirements and partner with Product/Engineering teams to implement system and workflow improvements • Excellent communication skills, with the ability to manage cross-functional stakeholders and drive alignment across teams • Highly organized, detail-oriented, and capable of managing multiple priorities simultaneously • Employment contingent upon successful completion of a background check

🏖️ Benefits

• Unlimited PTO • Medical coverage • Dental coverage • Vision coverage • Paid parental leave • Retirement plans • Talent development and career growth opportunities • Promote-from-within culture • Purpose-driven work • Collaboration, impact, and balance-focused culture