Manager, Strategic Operations

Overview

POSITION

DESCRIPTION:

We are seeking a Manager, Strategic Operations to support and scale our customer success efforts through a mix of core CS ownership, remediation support, and cross-functional strategic initiatives. This role is ideal for someone who thrives in ambiguity, enjoys solving complex customer problems, and can flex across priorities while maintaining a strong customer-first mindset. This position will be based out of one of our offices in Irvine, CA;
San Francisco, CA;
Santa Clara, CA or Teaneck, NJ. Remote work may be considered for exceptional cases.

• Customer Success & Remediation Leadership:
  Provide strategic leadership within the remediation function, setting recovery strategies and success standards for at-risk, escalated, and complex customer accounts.
• Direct and oversee end-to-end remediation efforts, including root cause analysis, recovery planning, and executive-level customer communication.
• Influence and align cross-functional leaders across Product, Support, Sales, and Operations to resolve systemic issues and implement long-term preventative solutions.
• Serve as a senior escalation point and trusted advisor, guiding teams through the most complex customer success challenges.

• Own and execute strategic initiatives designed to improve customer experience, retention, and operational scalability.
• Lead ad-hoc, high-priority initiatives outside standard CS motions, including pilots, process redesign, and cross-functional programs.
• Translate business objectives into clear, executable plans, driving alignment, accountability, and measurable outcomes.
• Identify gaps in Customer Success workflows and proactively propose and implement solutions.

• Own and manage the Customer Success pipeline, including onboarding, remediation, renewals, and expansion of readiness.
• Monitor customer health indicators to proactively identify risks and growth opportunities.
• Provide accurate forecasting, risk assessment, and executive-level reporting.
• Maintain strong documentation and reporting to support leadership visibility and decision-making.

• Act as a trusted partner to internal stakeholders and customer executives, ensuring alignment and effective execution.
• Represent Customer Success in cross-functional initiatives and leadership discussions.
• Surface customer insights to inform product direction, process improvements, and strategic decisions.
• Manage, mentor and support the customer service team members, assisting particularly in complex or escalated customer scenarios.

• A bachelor’s degree in business or other related field with a minimum of 8+ years of professional work experience including 4+ years’ work experience with B2B2C in the solar industry, particularly in O&M, customer service roles or operations.
• Experience with project management tools and methodologies, engineering, utility requirements, and installation requirements required.
• Solar Industry operations experience in PPA/leases and/or loans, PMP or other project management experience, as well as utility experience; strong knowledge of utility regulations and tariffs.
• Strong analytical and problem-solving skills as well as written and oral communications including negotiation and stakeholder management skills.
• Ability to work independently as well as lead and collaboratively work as a team member and leader.
• Excellent understanding of solar system design, engineering & utility requirements, production, installation and maintenance.
• Develop and implement remediation plans for O&M issues and perform production and utility bill analysis, ROI investigation.
• Ability to influence and direct third-party providers to execute and remediate projects in a timely and cost-effective manner.
• Demonstrated track record of successfully working on multiple projects and activities at one time; must possess the ability to work effectively under pressure, meet strict deadlines, and complete assignments with little oversight.
• Excellent time management and prioritization; enjoy operating in a dynamic and fast-paced environment as well as operating in ambiguous environments and leading ad-hoc initiatives alongside core responsibilities.
• Identify areas for process improvement and present solution proposals to Ops Leadership.
• Strong organizational, pipeline management, and prioritization skills with the ability to manage multiple stakeholders and priorities, collaborate with compliance, O&M providers, and cross functional teams.
• Advanced working skills set with Salesforce, Tableau, and MS Office (specifically Excel and PowerPoint) including advanced Excel formulas (VLOOKUP, if statements, pivot tables).
• Ability to interpret complex regulatory and tariff documents along with a strong understanding of utility corrections and kickbacks and track record of successful mitigation.
• Demonstrated experience supporting at-risk customers or remediation…