Lead, Residential Solar Service Operations

Job Summary

As Lead, Residential Solar Service Operations, you will play a key role in leading a team that oversees the performance, operations, and maintenance of our residential solar portfolio while managing strategic partner and contractor relationships. In this role, you will be responsible for facilitating the resolution of maintenance issues, managing service invoices and costs, validating system operation, and ensuring seamless communication between internal teams, contractors, and customers.

You will lead and develop a team of service partners to limit service tickets, resolve issues remotely, and resolve system issues efficiently, while communicating insights to partners to drive scalability, efficiency, and best-in-class service across a 500 MW+ residential solar business.

• Partner Management:
  Manage ongoing relationships with IGS’s partners to ensure operational and financial success for both our partners and IGS Solar. Coordinate with service providers and internal teams to resolve maintenance issues quickly and efficiently. Foster strong relationships with service providers, ensuring alignment with company service standards and requirements. Monitor contractor performance, compliance, and adherence to service level agreements, addressing any concerns proactively.
  
  Partner with Accounts Payable to resolve contractor payment or remittance issues; review contractor expenses and approve invoices for payment, ensuring accuracy and alignment with budget expectations. Work collaboratively to identify, research, and resolve partner issues swiftly and completely by leveraging an expert-level understanding of the business.
• Team Leadership & Development:
  Lead the service team, including day-to-day management, training, and development of individual contributors. Mentor and support the team, providing guidance and day-to-day leadership to ensure high-quality service execution. Build and empower team members to grow in their careers and become more effective in the industry. Create and modify user guides, job aids, and documentation for training purposes.
• Program Expertise & Training:
  Act as an Asset Management 360 platform expert, guiding new service partners through the onboarding process, ensuring clear understanding of IGS’s internal CRM, service requirements, and processes. Create clear instructional materials and deliver ad hoc training sessions with existing partners to maintain alignment with requirements. Assist service partners with education and training on IGS standards for solar installations & maintenance.
  
  Coordinate with IT to identify and resolve platform issues efficiently with minimum interruption to business processes.
• Operational Efficiency & Reporting:
  Compile key reports and dashboards to gauge and grade partnerships across relevant metrics, such as first truck roll resolution rates, time to resolution, cost, and operational efficiency. Lead analysis of reports on maintenance trends and service case resolutions to drive data-driven decision-making. Collaborate with leadership to develop and refine workflows that enhance operational efficiency and service quality. Ensure the team maintains detailed documentation related to site visits, maintenance requests, and service activities;
  
  audit documentation to ensure accurate recordkeeping and compliance with best practices. Contribute to special projects and initiatives to support the continued growth and success of the Residential Solar business. Coordinate with leadership to identify and mitigate areas of risk exposure.

• Excellent communication and interpersonal skills, both verbal and written, to interact effectively with customers, contractors, and partners.
• Demonstrates a drive for…