Sr. Manager, Customer Care

Description We are looking for a Senior Manager, QSS Customer Care, to join our QSS Operations team to build, manage and optimize a high-performing customer care organization. The ideal candidate will have experience in the solar industry, particularly in residential customer service, and will work closely with departments across the organization to identify and prevent customer issues. This position will be based out of our San Francisco, Irvine or Santa Clara offices. Responsibilities Work closely with the QSS Director and Customer Care Manager to lead and scale a team of Customer Care Specialists. Design, implement, and continuously improve customer service processes to enhance the QSS customer experience and operational efficiency. Handle high-priority and escalated customer complaints with a focus on resolution, root cause analysis and long-term prevention. Work closely with the Disaster Recovery Manager to identify and contact customers potentially affected by natural disasters and prioritize system repairs. Collaborate cross-functionally to identify systemic issues and partner on solutions that reduce friction for customers. Report on key customer concerns to senior leadership, offering data-backed recommendations for improvements. Establish and monitor key performance indicators to ensure quality and efficiency goals are consistently met. Mentor and develop team members, fostering a culture of accountability, empathy, improvement and collaboration. Ensure compliance with all relevant regulatory, legal and industry standards. Required Qualifications Bachelor’s degree in Business, Operations, or a related field, or an equivalent combination of education and professional experience. 8+ years of progressive experience in customer service, customer operations, or customer support environments. 5+ years of leadership experience, with a demonstrated ability to develop, mentor, and manage high-performing teams. 3+ years of experience in the solar industry, with strong knowledge of residential solar financing structures, including loan products and third‑party ownership (TPO) agreements. Proven success leading hybrid and remote teams while driving performance, accountability, and employee engagement. Strong problem‑solving, communication, and cross‑functional collaboration skills, with the ability to influence stakeholders at all levels of the organization. Travel may be required up to 5‑10%, depending on business needs. Ability to work from the San Francisco office and collaborate effectively in an in‑person and hybrid work environment. Preferred Qualifications Experience handling legal or regulatory escalations in a solar or renewable energy environment. Knowledge of project or production management principles in a fast‑growing, cross‑functional team. Physical, Mental & Environmental Demands Mobility Standing – 20% of time Sitting – 70% of time Walking – 10% of time Strength Pulling – up to 10 pounds Pushing – up to 10 pounds Carrying – up to 10 pounds Lifting – up to 10 pounds Dexterity Typing – Frequent Handling – Frequent Reaching – Frequent Agility Turning – Frequent Twisting – Frequent Bending – Occasional Crouching – Occasional Balancing – Never Climbing – Never Crawling – Never Kneeling – Never #J-18808-Ljbffr Qcells North America