Program Manager, Residential Operations Training

about 2 years ago
Full time role
San Francisco, CA, US... more
San Francisco, CA, US... more

Company

Omnidian was founded by solar industry vets and was launched in 2016. Today, Omnidian is responsible for the oversight of ...

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Job Description

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.
The Program Manager of Residential Operations Training is responsible for ensuring Omnidian is delivering best-in-class service for residential customers with renewable energy assets. This person will accomplish this by designing and implementing processes and training to support new products, hardware components, and asset types. This person will also identify areas of improvement in existing processes and implement improvements.


What You'll Do

  • Train Operations to support new products, hardware components and asset types.
  • Collaborate with sales, marketing, product, engineering, and operations to outline training requirements to execute service on new products, equipment types, and asset types.
  • Review new hardware component manuals, create knowledge base articles, process diagrams, standard operating procedures, and hosting trainings with operations on the updated materials.
  • Implement a learning management system to test team member comprehension and retention of training materials

  • Improve efficiency and scalability of existing customer support processes
  • Identify and solve pain points in processes and knowledge gaps based on service ticket outliers, customer survey data, feedback from team members.
  • Develop external self-help resources for customers

  • Help team members implement process changes
  • Implement a change management system for updating process
  • Ensure all relevant stakeholders are informed when processes are changed
  • Create training content as needed
  • Ensure the residential operations knowledge management system is up to date
  • Own configuration changes to non-proprietary software

  • Design operations employee onboarding technical training
  • Collaborate with the People team and residential operations managers to create training plans for new operations employees
  • Update training products to keep up with new products, hardware components, and services.

Competencies

  • Expertise with Energy Storage, PV inverters, solar panels, meters and monitoring systems
  • Process design
  • Training
  • Troubleshooting
  • Collaboration
  • Analytical Skills
  • Expertise with Zendesk and/or Salesforce Service Cloud is a plus
  • #LI-REMOTE

We 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 reflects this value.
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.

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