Program Manager, Customer Service Operations

About Omnidian
Omnidian is building a more sustainable future for the planet. We assure that IoT-enabled distributed energy assets perform at their best through our passionate teams, our innovative technology, and by creating an amazing customer experience. We're a well-funded, growth-stage company offering the potential for enormous impact, both on our products and on the world.
MissionThe Program Manager is responsible for ensuring Omnidian is delivering best-in-class customer service for residential solar customers. They’ll do this by operationalizing new service products, streamlining and scaling existing customer service processes, and training Omnidian’s award-winning customer service organization. In addition to leading cross functional teams, the Program Manager will lead a team of their own, and will nurture an environment of creativity and growth for their team members.
Outcomes1)      Operationalize new service productsa)       Outline requirements to execute service on new productsb)      Work with sales, marketing, product, engineering, and operations to develop processes to support new productsc)       Train the customer service organization to support the new productsd)      Confirm the product launches are successful2)      Project manage and streamline customer onboardinga)       Work with sales, marketing, product, engineering, and operations to onboard new customersb)      Project manage new customer onboarding until the work can be delegated to team members 3)      Improve efficiency and scalability of customer support processesa)       Identify pain points and knowledge gaps based on customer survey data, feedback from team members, and financial metricsb)      Update and streamline processes to address the identified pain pointsc)       Develop external resources for customers to self-helpd)      Train the customer service organization on updated processes4)      Lead a team of professionalsa)       Develop career tracks and support the development of employeesb)      Foster an environment of team work, creativity, growth, and accountability on the team
Competencies·       Communication·       Organization·       Collaboration·       Project Management·       Process design·       Leadership·       Analytical SkillsWe strongly believe that diversity of experience, perspectives, and background will lead to a better environment for our employees and a better product for our customers. We are committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. We value diversity and inclusion and are committed to ensuring our hiring and retention practices as well as our office culture reflect
Omnidian is an equal opportunity employer.  We are committed to diversity in the workplace.  We make employment decisions on the basis of merit and business need.  We hire without consideration to age, ancestry, citizenship, disability, gender expression, gender identity, marital status, national origin, political activity or affiliation, race, religion, sexual orientation, veteran status, or any other basis protected by law.