Fulfillment Operations Manager - Palmetto Clean Technology
Charlotte, NC
About the Job
Company Description
Recognized by Forbes as one of the fastest-growing private companies in the United States, Palmetto believes that choosing to source clean energy from renewable resources like solar power should be a right, not a privilege. As such, we connect homeowners with renewable energy options such as solar power and energy storage systems. Through our marketplace business model, we empower solar sales professionals and solar installation companies with access to our proprietary design platform, financing, customer management system, logistics, and project management. Our #1 focus is a phenomenal experience for our customers and partners, evidenced in our industry-leading Net Promoter Score.
Our employees are our most valuable resource. Palmetto has a promote-from-within culture for talent development. We offer excellent benefits such as unlimited vacation/PTO, medical, dental, and vision coverage, parental leave, and retirement plans.
Summary of Role
The Fulfillment Operations Manager role is critical to Palmetto accomplishing its mission. We need to first deliver a top-notch customer experience, project by project. Your team of Project Managers will be the primary point of contact for our customers along their solar journey. Through your team, you will be responsible for all customers in the Pennsylvania and Ohio region whose homes are approved for installation (Site Approval) and for helping them progress through system activation (PTO). As issues arise, your team will directly resolve them with our customers and make sure they are aware of what to expect going forward.
As the leader of this team, your objective is to build a high-performing team that drives the business forward. You will report directly to the General Manager and be responsible for people management, setting and hitting KPIs, empowering Project Managers to be successful, and working with Operational SMEs, Product & Analytics to support Project Managers with the tools they need to be successful. Operations Leadership will look to you to be a thought leader on how to take the Project Mangers role to the next level, ideating, testing, and executing new ways of better supporting and communicating with our customers, and setting up ourProject Managers for success.
Success Defined:
- Maintain throughput SLAs of <45 days from contract received confirmed to installation scheduled, and <60 days from installation scheduled to system activation
- Ensure the targeted number of installation ready projects are achieved on a monthly basis
- Lead and develop a team that successfully partners with customers, sales reps, and internal Palmetto teams to ensure as many customers as possible achieve their desired outcome: an activated solar system on their roof within a reasonable time frame. .
- Customer NPS of >80; to be measured at the end of each quarter.
Strategic & Tactical
- Manage a team of Project Managers who will each own and drive a pipeline of projects from point of sale through system activation.
- Own SOP creation and track and manage all work for customer experience coordination
- Develop team dashboards and success metrics, and manage teams to outperformance on conversion metrics (both to Install and PTO)
- Identify operational bottlenecks and/or risks to the customer experience
- Develop and implement team performance standards and communicate progress via regular check-ins with individuals, the team as a whole, and Operations leadership
- Establish strong feedback loops and handoff points with Operations 3rd Party Approval teams (permitting, utilities, design & engineering) as well as with Field Ops
- Be a cultural leader on the Team, working with the other team leaders to establish a culture of front-line empowerment, ownership, and accountability
Qualifications
- 4-6 years leading large customer success, operations, or account management teams
- Experience developing and instituting complex processes
- Demonstrated experience working with a variety of customers and ensuring their satisfaction throughout a construction fulfillment process
- Strong skill set in individual and team performance management
- Ability to innovate, test, and adapt quickly
- Experience building strong team cultures and motivating team members, especially in a remote setting
- Proven ability to partner with cross-functional teams and drive collaborative improvements
- Solar Experience preferred, though not required
Equal Employment Opportunity
Palmetto embraces diversity and is an Equal Employment Opportunity employer. Employment is decided on the basis of qualifications, merit, and business need. We do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or any other status protected under federal, state, or local law.
For more about our Privacy Policy, visit: https://palmetto.com/privacy-policy
