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    Program Manager, Customer Service Operations - San Francisco, United States - Omnidian, Inc.

    Omnidian, Inc.
    Omnidian, Inc. San Francisco, United States

    3 weeks ago

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    Description

    **Program Manager, Customer Service Operations**

    Seattle or San Francisco / Operations / Full-time 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.

    **Mission** The Program Manager is responsible for ensuring Omnidian is delivering best-in-class customer service for residential solar customers. Theyll do this by operationalizing new service products, streamlining and scaling existing customer service processes, and training Omnidians award-winning customer service organization. In addition to leading cross functional teams, the Program Manager will lead a team of their own, and will nurture an environment of creativity and growth for their team members.

    **Outcomes** **1)****Operationalize new service products** a) Outline requirements to execute service on new products b) Work with sales, marketing, product, engineering, and operations to develop processes to support new products c) Train the customer service organization to support the new products d) Confirm the product launches are successful **2)****Project manage and streamline customer onboarding** a) Work with sales, marketing, product, engineering, and operations to onboard new customers b) Project manage new customer onboarding until the work can be delegated to team members **3)****Improve efficiency and scalability of customer support processes** a) Identify pain points and knowledge gaps based on customer survey data, feedback from team members, and financial metrics b) Update and streamline processes to address the identified pain points c) Develop external resources for customers to self-help d) Train the customer service organization on updated processes **4)****Lead a team of professionals** a) Develop career tracks and support the development of employees b) Foster an environment of team work, creativity, growth, and accountability on the team

    **Competencies** Communication Organization Collaboration Project Management Process design Leadership Analytical Skills *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 reflect*

    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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