Director, Case Management Field Service

Everything we do at Sunrun is driven by a determination to transform the way we power our lives. We know that starts at the individual employee level. We strive to foster an environment you can thrive in through our commitment to diversity, inclusion and belonging.

The Director of Case Management Field Service is responsible for leading case management and field service teams, ensuring that customer cases are handled efficiently and service delivery meets high-quality standards. This role focuses on optimizing field operations, managing complex case escalations, and driving continuous improvement in case management processes. The Director will lead a geographically dispersed team of field service professionals and case managers to ensure timely resolution of customer issues, while also developing strategies to enhance service delivery and customer satisfaction.

Key Responsibilities:

• Leadership and Strategy: Develop and implement strategies for field service operations and case management to improve service quality, response times, and customer satisfaction.

• Team Management: Lead, mentor, and manage a team of field service representatives and case managers, providing guidance, training, and development to enhance team performance.

• Cross Functional Leadership - Engage and partner with field operations to develop strategy and operational effectiveness.

• Customer Engagement: Ensure that field service teams are effectively engaging with customers to resolve issues, providing timely and high-quality service to meet customer needs.

• Operational Efficiency: Optimize field service and case management processes to improve operational efficiency, reduce costs, and enhance overall service delivery.

• Cross-functional Collaboration: Work closely with other departments such as sales, technical support, and customer service to ensure alignment and smooth execution of field service activities.

• Data-driven Improvement: Analyze service performance data to identify trends, areas for improvement, and opportunities to enhance case resolution processes.

• Escalation Management: Oversee complex or high-priority cases, ensuring timely resolution and effective communication with customers and internal stakeholders.

• Customer Satisfaction: Develop and track key performance indicators (KPIs) to measure customer satisfaction, field service performance, and case resolution effectiveness.

• Process Improvement: Lead continuous improvement initiatives to enhance field service and case management processes, employing best practices and leveraging technology where appropriate.

• Compliance and Risk Management: Ensure that field service operations comply with company policies, industry regulations, and quality standards. Manage risks related to field operations and case management.

Qualifications:

• Bachelor’s degree in Business, Operations, or a related field 

• Minimum of 10 years of experience in field service, case management, or customer service roles, with at least 5 years in a leadership capacity.

• Proven experience in managing large, geographically dispersed field service teams.

• Strong track record of improving service delivery processes and leading operational excellence initiatives.

• Excellent leadership, communication, and interpersonal skills, with the ability to motivate and guide teams toward achieving high-performance results.

• Strong problem-solving and decision-making abilities, with experience handling escalated customer issues.

• Familiarity with case management systems, field service management software, and CRM tools.

• Experience in data analysis, with the ability to use insights to drive process improvements.

• Ability to work cross-functionally and collaborate with stakeholders across different departments.

• Experience in managing budgets and optimizing field service operations to meet financial targets.

Core Competencies:

• Customer-focused: Dedicated to delivering an exceptional customer experience and resolving issues in a timely and professional manner.

• Leadership: Ability to inspire and lead teams, fostering a high-performance culture in field service and case management.

• Operational Excellence: Skilled in optimizing field operations, driving efficiency, a