Sr. Operations and Training Specialist

Ever since we started in 2007, Sunrun has been at the forefront of connecting people to the cleanest energy on Earth. It’s why we’ve become the #1 home solar and battery company in America. Today, we’re on a mission to change the way the world interacts with energy, and we’re building a company and brand that puts power at the center of life. And we’re doing it by designing a dynamic culture where employee development, well-being, and safety come first. We’re unlike any other solar company. Our vertically integrated model gives us total control over every part of the energy lifecycle – from sale through installation and beyond – so you can find endless opportunities for growth. Come join a career you can grow in and a culture you can run with.

The Operations, Training, & Development Specialist provides training facilitation to the entire CX Solutions department, including onboarding, career development, and leadership skills. This role provides tools for managers to hire, train, motivate, coach, and performance manage their teams. A strong human-centered approach is expected on all initiatives. This role will play a strategic role in the employee and customer experience and will need to be laser-focused on creating an educated, motivated, and unified team, and above all, being the beloved and trusted partner for our customers. This role is also responsible for overseeing the intake and assignment of customer disputes, ensuring an efficient and organized process that supports timely case resolution.

ESSENTIAL DUTIES AND RESPONSIBILITIES 

• Work directly with quality assurance teams to ensure a five-star customer experience, conduct regular audits, track success, and be on the constant lookout for areas of improvement. 

• Provide regular training facilitation in person, over video conference, and via recordings.

• Manage training calendars, including onboarding and ongoing regular team training. 

• Attend various manager meetings on a regular basis to learn, plan, and provide feedback. 

• Contribute to continual refinement of Escalation Expert resource guides, customer talk tracks, and customer-facing email templates (long term and ad hoc) for various issues, in partnership with Learning & Development and Marketing as necessary. 

• Work with leaders on reporting, root cause analysis, and feedback implementation to ensure rapid resolution and thoughtful mitigation.

• Contribute to employee resource and communication programs including newsletters, Current pages, and process change management to ensure employees have access to key Sunrun communications and information. 

• Lead from the front, manage and resolve certain customer issues consistent with Sunrun guidelines, serving as the customer’s single point of contact.

• Manage all dispute intake processes in alignment with Sunrun guidelines.

• Promptly assign new cases to the appropriate team/region.

• Monitor team queues and inboxes to identify and prioritize new disputes.

• Develop and maintain deep expertise in Salesforce to efficiently manage case intake, processing, and reporting.

• Oversee caseload distribution, proactively identifying performance trends and workload imbalances.

• Maintain a strong understanding of case management workflows, resolution processes, and timelines.

• Collaborate cross-functionally across all levels at Sunrun to ensure smooth coordination.

• Continuously optimize and streamline intake processes for greater efficiency.

• Troubleshoot challenges, remove roadblocks for the team, and prioritize cases to drive quick resolutions.

REQUIREMENTS (EDUCATION, EXPERIENCE, CERTIFICATIONS, AND OTHER SKILLS)

• Bachelor’s degree or equivalent education; Post-graduate coursework preferred.

• 5+ years of relevant work experience, preferably with customer success, project management, training/teaching, planning, or coordination experience.

• Excellent written and oral communication skills, and an ability to effectively explain complex issues to various audiences via email, conference call, one-on-one, and group settings.

• History of working as a team to accomplish goals and fosters a collaborative and supportive environment; Your co-workers know that they can rely on you to pitch in regardless of the subject matter or time constraints.

• Ability to work indepen