Director, Customer Experience Operations

  • Nexamp
  • Boston, MA
  • Aug 12, 2021

Job Description

Does working for a fast paced, growing company that is making a difference in our environment excite you? Do you have a passion for making our environment better for this generation and the ones that follow? Let’s make a difference together. Join our team! 

SUMMARY

The Customer Experience & Operations department is a growing organization with a vision to continuously enhance Nexamp’s customer-facing business processes. The Director, Customer Experience Operations will lead our Billing and Revenue Operations teams. These teams are responsible for interacting with our utility partners and the end-to-end billing process for commercial and residential customers across the entirety of Nexamp's community solar portfolio.

In this role the Director will be focused on building the teams’ capabilities and enhancing their processes to strengthen and streamline our operations. The role with be focused on developing the talent on the team and helping them to achieve success in our high-growth environment. To enhance internal processes, the Director will be responsible for identifying and implementing process automation solutions, as well as robust quality monitoring. Additionally, the role will provide solid analytical support to help improve daily operations. We are looking for individuals who can enhance our team with their knowledge, skills, innovation and “can do” attitude. Candidates should be able to recommend, develop, implement, and support new practices that maximizes business value and efficiencies.

RESPONSIBILITIES

  • Leading multiple teams responsible for ongoing interactions with our utility partners, and the end-to-end billing process for both commercial and residential customers.
  • Coaching and developing talent, focusing on ongoing professional development and enabling Nexamp’s core leadership capabilities across the team.
  • Driving business process transformation and continuous improvement to further enable an industry leading customer experience.
  • Identifying opportunities for process automation and leading the implementation of RPA solutions within the team.
  • Motivating and inspiring employees to do their best work by creating an inclusive and innovative culture where each individual feels valued and thrives.
  • Building an extensive quality monitoring program to ensure that the data being produced for consumer-facing products is accurate and delivered in a timely fashion.
  • Integrating and interpreting data from diverse sources to drive decision making and provide recommendations to leadership.
  • Working with leadership across Nexamp to identify opportunities for process improvement and leverage data to prioritize the identified opportunities.
  • Communicating effectively – both verbally and in writing – across the organization.
  • Support the development of new product offerings, working with internal teams to integrate the new products into existing business processes (or define new processes, as needed).
  • Addressing ad hoc issues impacting billing operations or the customer experience with speed and urgency, working with internal teams to drive positive outcomes.

QUALIFICATIONS

  • 5-7 years of professional experience, ideally in an Operations leadership role
  • Prior experience working in a consumer-facing organization
  • Strong team leadership and delegation skills
  • Familiarity with RPA software tools
  • Prior experience with Zuora, NetSuite, and Salesforce preferred 
  • Ability to make decisions based on insights and data
  • Possesses strong interpersonal skills, and excellent written and verbal communication skills in terms of being clear, concise, and professional with the ability to work effectively across teams.
  • Willing and able to adapt to a high energy, fast paced environment

 

If you don’t meet 100% of the above qualifications, but see yourself contributing, please submit an application. We encourage people from minority or marginalized groups to apply.


At Nexamp, our mission is building the future of energy, so it is clean, simple, and accessible for all. We believe a diverse team brings different perspectives and experiences, thus benefiting our work. We are committed to providing a work environment free from discrimination. We are proud to be an equal opportunity employer. We do not discriminate against applicants on the basis of race, ethnicity, religion, sex, gender, sexual orientation, gender identity, disability status, veteran status, or any other basis protected by law. By encouraging a culture where ideas and decisions come from all people, we believe it will help us grow, innovate, and be a part of environmental and social change.

PERKS & COMPENSATION

Not only will you get to work with a group of innovative, dedicated, and motivated peers, you will also have access to all the benefits that Nexamp Offers! This includes: our competitive compensation package; a 401 (k) employer-match; health, dental, & vision insurance with company contribution; Flexible Paid Time Off; Commuter Benefits and Cell Phone Reimbursement. We provide healthy snacks, coffee, in-office and online yoga sessions, volunteer opportunities, company outings, and more!

NEXAMP VALUES AND MISSION

Building the future of energy so it is clean, simple and accessible

Nexamp is building the energy infrastructure of tomorrow and reinventing the way people interact with the electricity that powers their lives. By deploying a distributed network of locally sourced clean energy, we seek to reduce the negative effects of climate change. Our team’s diverse experience drives innovation from the ground up and with a singular passion: to deliver an accessible and sustainable energy future for all.

Sectors

Energy

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Nexamp