Manager, Sales Operation

The Manager, Sales Operation will report to the Director of Dealer Experience or other Senior Manager and will enforce outstanding B2B customer service by leading the Sale Operations department projects and initiatives. This is a high-visibility role on a fast-growing team with an opportunity to support and contribute to the business's operations and build a foundation for the business to rapidly scale.

This position may be remote or based out of one of our offices in Irvine, CA; San Francisco, CA; or Teaneck, NJ, with a potential in-office schedule set at the direct manager’s discretion in accordance with the company policies and procedures.

RESPONSIBILITIES

• Manage a growing team of Business Partner Advisors, including leading new hire training initiatives, performance reviews, and overall team alignment.
• Supervise, build, and maintain processes that increase productivity and remove bottlenecks.
• Proactively address installer escalated inquiries and resolve issues efficiently, ensuring a positive customer experience and high satisfaction levels.
• Monitor and analyze customer feedback to identify areas for improvement, implement strategies to enhance service quality and exceed customer expectations.
• Oversee the partner complaint management process through intake, triage, escalation, follow-up, reporting, quality assurance, and review.
• Produce compliance reports as needed as well as present results.
• Ability to Communicate change, drive training, share resources, and build relationships that enable partner success by staying tuned-in and driven by customer needs, industry trends, and current events.
• Collaborate cross departmentally to resolve issues and improve processes.
• Oversee that all processes are within Service Level Agreement.
• Maintain knowledge of the organization's products, services, procedures, and policies.
• Conduct quality assurance reviews for Business Partners Advisors communication and recommend operational improvements.
• Drive automation where possible and understand its benefits in scaling a business.
• Ensure the continuity of the team in the face of various risks through documentation and planning.

REQUIRED QUALIFICATIONS
 

• Bachelor’s degree in business administration, economics, or other related fields.
• Minimum of 6 to 10 + years of work experience in Sales Operations, Customer Service Operations, Account Management, Sales, or related role.
• Demonstrated business acumen with an understanding of how people, process, policy, and technology can drive efficiency and effectiveness.
• Proven ability to deliver on commitments.
• Advanced experience with CRM software and Microsoft Office.
• Excellent critical thinking, multitasking, and organizational skills.
• Exceptional verbal and written communication skills combined with the ability to explain complex concepts in a clear and effortless way to management, colleagues, and external partners.
• Friendly and welcoming manners with the ability to maintain a calm and polite demeanor amongst competing priorities in a demanding environment.
• Proficiency in analyzing budgets and preparing financial reports.
• Proven ability to identify future business opportunities and mitigate compliance risks.

PREFERRED QUALIFICATIONS

• Experience leading agile teams, preferably at a technology company.
• Renewable Energy, Lending/Finance, Construction, or related experience preferred.

Hanwha Q CELLS America Inc. (“HQCA”) is a Qcells company, one of the world’s largest manufacturers and providers of solar photovoltaic (PV) products and solutions.  Headquartered in Irvine, California, HQCA has been rapidly expanding its business in North America through the expansion of products and solutions, including distributed energy solutions, direct-to-homeowner solar sales and financing, and EPC services.  We provide an opportunity to be part of an exciting and growing world-class global business in an interesting and expanding industry of the future.