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Director, Residential Support Operations

Omnidian

Omnidian

Customer Service, Operations
Remote
Posted on Friday, April 19, 2024
About Omnidian
Omnidian is building a more sustainable future for the planet. We assure that IoT-enabled distributed energy assets perform at their best by innovating through our people and culture, integrated technology, and by creating an amazing customer experience. We're a well-funded, growth-stage B Corp Certified company offering the potential for enormous impact, both on our products and on the world.
We are headquartered in Seattle, but are open to a remote location depending on role and if a candidate resides within the United States in a state in which we currently employ.
The Job
Omnidian’s Residential Operations Team is seeking a Director, Residential Support Operations. This is a new role and we are excited to meet candidates who are passionate about people engagement and creating a positive work environment for all operations employees. We are looking for someone who is excited about leading a team of people delivering outstanding customer experiences across all elements of the journey, both in customer and technical support.
Our ideal candidate will lead our operations teams to meet our increased growth of residential solar assets, applying creativity and innovation to operate at scale. You will build a team that works in lockstep with Sales, Client Success, Product Management, Engineering and Finance to create best in class teams.
You will think strategically as well as tactically, with an innate ability to roll up your sleeves and dig in. You value the work completed at the front line and deeply understand and appreciate the need for tools and automation to support your teams. Collaboration comes second nature to you and you use data to back up customer and client anecdotes. Your primary responsibilities will lie in the design, creation, implementation and ongoing execution of the day to day Customer Operation.

What You'll Do

  • At Omnidian we believe in trust and autonomy. How you create an impact is ultimately up to you. Here is an outline of some of the things you’ll be doing:
  • Empowering Leadership
  • Lead a team of customer and technical support teams - Tier 1, Tier 2 and Customer Escalations - to deliver an outstanding residential customer experience across all contact channels (phone, email, chat and web)
  • Support, empower and coach a growing leadership team composed of managers and leads
  • Partner with the Senior Workforce Analyst and Director of Capacity Planning to oversee the coordination of hiring plans and staff schedules in accordance with staffing objectives and efficiency
  • Build and coordinate new hire onboarding and training with HR and training teams in accordance with operational budget and forecast
  • Driving Excellence
  • Create and own a clear set of KPIs to measure the efficiency of Customer and Technical Support
  • Analyze operation performance data and developing recommendations and action plans to address quality and productivity issues
  • Champion the design and implementation of policies and procedures across multiple functions across operations
  • Review and enhance customer support operations to ensure effective customer complaint resolution
  • Cultivating Relationships
  • Serve as a focal point for customer support operations planning and implementation to improve the customer and client experience
  • Work with internal stakeholders to design an efficient and scalable customer support network.
  • Lead and develop team members in areas of dashboards, scorecards, predictive analytics, and machine learning.
  • Establish relationships with business leaders to share insights and identify root causes, supporting strategies to improve the customer and homeowner experience.
  • Live our values at Omnidian and continue to foster a culture that thrives on respect, kindness and empathy for others

Who You Are

  • You are an analytical problem solver who is comfortable working in a growth stage company that is fast paced and learning to scale
  • You are self-motivated and are not afraid to act independently and make quick decisions to deliver an outstanding client and homeowner experience
  • You are passionate about working in a culture to empower others and are excited to build a new function in a growing start up.
  • You are an expert in partnering with Engineering teams and using voice of the customer analytics from operations to shape new and innovative automations and process enhancements.
  • You have excellent verbal and written communication skills and presentation skills to effectively convey information to team members and business leaders
  • You have strong analytical and data modeling skills, with a passion for analyzing data and identifying patterns

Experience You’ll Need

  • 10+ years of multi-channel contact center experience in any related operations, including phone, email, chat, text, self-service and other customer interaction channels.
  • 7+ years of people leadership experience, including leading managers. Experience should also include leading both remote and in-office teams.
  • 7+ years of strong analytical skills
  • 2+ years experience driving adoption or improvements in Salesforce Service Cloud, Service Cloud Voice, and AWS Connect

Experience That's a Plus

  • Degree in a business or quantitative field (engineering, economics, mathematics, business administration)
  • Experience with Sigma Computing, or another cloud-based Business Intelligence (BI)
  • Process Improvement experience such as Lean
  • Experience in the solar industry, specifically in PV and Storage technical support, field service network operations, installation or financial services
  • Experience with deep contact center analytics and AI
  • Experience leading teams of between 150-500 people
  • Established track record of advancing DEI work in companies or communities

Work-life and Culture

  • All of our roles offer the opportunity to work remotely
  • If you are in the Seattle, WA area, we offer a vibrant and creative co-working space in the heart of downtown Seattle
  • If you are near one of our employee clusters, we offer one or more local gatherings per year
  • We provide outstanding benefits that we are continually improving upon, including family medical, dental, vision, disability, parental leave, 401(k) administration, thoughtful PTO, and paid sabbatical leave after four years
  • We offer a competitive total compensation package that includes monthly health insurance premiums, quarterly bonus and long-term stock options for every employee
  • We love to lift each other up through company-wide slack channels such as #puppiesandpets, #omnidian-wellness, #praiseandbooms and #sustainablefuture
  • We are a passionate, mission driven team that believes in collaboration, mutual respect and trust. For examples, check out our posts What Makes an Ethical Company? and Why We’re Proud to Be a Certified B Corp

Grow With Us

  • We mentor and invest in our employees and prioritize them for future opportunities. Check out our Instagram reels to see a few career journey examples
  • Internal candidates: Check out our advice onInternal Transfer: Job Application Process
  • The next role in this career track would be a Senior Director
  • We’re a fast-growing startup, which means we’re constantly reinventing processes, adding new products, and asking people to use all of their skills and talents. That means there’s gonna be a lot of opportunities for you to grow, which also means you will likely be stretched in ways you’ve never experienced in a job before. If you are resilient, determined, and not afraid of a big challenge, come apply.
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.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
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.
We invite you to be part of our mission to create a workplace that is inclusive and welcoming to all.