Program Operations Manager

About OmnidianOmnidian, Inc. is a fast-growing Series C tech-enabled service company revolutionizing performance assurance for the distributed solar and energy storage industries.  Omnidian is building a more sustainable future for the planet through our passionate teams, our innovative technology, and by creating an amazing customer experience. We are headquartered in Seattle, WA
The Job
At Omnidian, our Field Service organization provides homeowners peace of mind by owning the repair of their solar and storage systems end-to-end. We continuously improve the services we provide to drive consistent, proactive, and timely issue resolution for our customers and scale the operations frugally for our business profitability. To that end, we seek a leader to envision, prioritize, design, and implement support process and tools optimization in our global field service teams. 

What You'll Do

• At Omnidian we believe in trust and autonomy. How you create an impact is ultimately up to you. Here is an outline of some of the things you’ll be doing:
Optimizing Processes and Tools 
• Identify and implement operational process and tool changes to enhance productivity and customer satisfaction.
• Collaborate with operations, training, product, sales, marketing, business intelligence, and software teams to define and execute tool and process improvements.
• Monitor metrics and surface early signals of inefficiencies or opportunities for improvement.
Building Cross-Functional Relationships 
• Establish partnerships with cross-functional teams to influence roadmaps that reduce inefficient demand and improve the customer experience.
• Champion customer and team-centric solutions within the organization.
Problem-Solving and Strategic Leadership
• Contribute to problem-solving by surfacing issues and helping to develop data-informed recommendations.
• Support tracking of goals, metrics, and deliverables.
• Share insights and observations that help evolve our field service strategy and execution over time.
Program and Change Management 
• Collaborate with operational leaders, training and knowledge management to plan cross-functional action plans that operationalize new or changes to existing services and tools.
• Create and implement mechanisms to ensure and communicate progress, timing, and success of changes made in operational processes.

Key Performance Expectations: 
• Reduce process inefficiency. Metrics: handling time, cycle time for issue resolution
• Improve team productivity. Metrics: response times, SLA adherence
• Improve service quality. Metrics: customer satisfaction, ops consistency and process adherence, ops data accuracy

Who You Are

• You have a customer-first mindset, excelling at balancing their needs with business goals.
• You thrive on collaborative problem-solving, fostering strong relationships across functions that drive performance.
• You are an effective communicator, skilled at conveying complex concepts to diverse audiences.
• You are a self-starter with a proven ability to navigate ambiguity and drive change.
• You adapt to dynamic environments, always seeking innovative ways to improve operations.
• You create clarity, forward progress, and quality delivery through order, standardization, and inspection.

Experience You’ll Need

• 7+ years of cross functional process/service delivery experience 
• 5+ years of team management experience in customer-facing operations
• 3+ years of working cross functionally with tech and non-tech teams
• Experience defining process requirements and using data and metrics to determine improvements

Experience That’s a Plus

• Experience in businesses with field or remote service delivery 
• Knowledge of the solar industry.
• Expertise in using CRM, IVR, KMS, WFM, or similar support operations tools.
• Experience leading remote teams in fast-paced environments.
• Strong track record of stakeholder management and influencing leadership.

Logistics

• We plan to have this role start on or before April 21.
• We are unable to provide sponsorship for this role, now or in the future

Work-Life & Culture

• Most of our roles offer the opportunity to work remotely
• If you are in the Seattle area, we offer a vibrant office space in the historic and beautiful Smith Tower, in the heart of Pioneer Square
• We prioritize applicants near one of our employee clusters and offer one or more local gatherings per year
• We provide outstanding benefits including family medical, dental, vision, disability, 401(k) administration and $1k match per year and thoughtful paid t