Director Sales Operations & Design Engineering

Brief Description of Sunnova
Sunnova (NYSE: NOVA) is revolutionizing the energy industry as a leading Energy as a Service (EaaS) provider of solar, battery storage, EV charging, and other energy solutions with customers spanning the U.S. and its territories. Founded in 2012, our goal is to provide homeowners, businesses, and communities with a better energy service at a better price – making clean, renewable energy more accessible, reliable, and affordable. At Sunnova, we believe that our success comes from the diversity and creativity of our people. Our team is made up of forward-thinkers who are passionate about changing the energy industry for the better, and we're looking for like-minded individuals to join us. We encourage our people to push beyond traditional limits and explore new horizons – because only then can we truly transform the world for the better. If you're excited about being a part of the fastest-growing segment of the energy industry, we want you on our team!
The Director Sales Operations & Design Engineering  Position 
Sunnova Energy is currently searching for a Director – Sales Operations & Design who will be responsible for:(a) Sales Operations - all aspects of the customer journey from contract execution to system activation - real time customer engagement, education, troubleshooting, triage, proactive communication - and (b) Design – delivery of permit packages for PV and Battery storage systems and adaptive home systems of Sunnova residential customers.The preferred candidate will have significant experience in both sales to activation, as well as design journeys of residential solar customers. The candidate will have a strong command of PV, storage and adaptive home technologies and a demonstrated ability to lead teams in the technical specification and evaluation operation of these systems. Importantly, the candidate must have the ability to cascade these competencies into new and / or restructured organizations whose goals will include positive customer sentiment, high referral rates / low cancellation rates. The successful candidate will establish or expand the competencies of an organization that effectively solves system and customer issues while shielding peer organizations (direct sales, direct installations, Customer Operations) from unnecessary distractions from their core mandate (including false positives, unnecessary truck rolls, system redesigns / change requests, expired sales collateral).

Director Sales Operations & Design Engineering Responsibilities

• The Director – Sales Operations and Design responsibilities include the development and continual improvement of customer interactions and journey roadblocks; complimentary proactive and reactive customer engagement processes; expediency of system designs and reduction of errors
• Outcomes:
• Sales Operations
• Workforce: An assembled / performant workforce of suitable scale and competency to proactively and reactively engage prospective customers throughout their journey from contract signature to system in service.
• Containment: Execution and / or elimination of all customer-facing activities currently performed by Direct Sales and Direct Install functions that are unrelated to their core missions (sales and installations respectively).
• Platform: Implementation and continual improvement of platform technologies required to (a) enable efficient sales and installation operations and (b) enable effective communication of status to customers through agent assisted and self-service channels.
• Design
• Workforce: Assemble a small design engineering team to generate single line diagrams and permit packages, ready for permit and interconnection submissions. 
• Containment: Collaborate with Expert Service on external designs and reduce permit rejections. Drive shorter cycle times.
• Platform: Manage designers and engineers in developing CAD drawings, schematics, and single-line diagrams. Perform system true-ups and change order if needed.
• Cross Functional Expectations:
• Develop strategies and plans for customer service: to support new sales; and troubleshoot existing customer systems; attract, train, audit, develop and retain customer service talent; and forecast needs and requirements for contact center operations.
• Ensure contact center performance levels meet or exceed established service level, quality and cost goals.
• Ensure control and minimization of costs including management ratio, attrition, and overtime.
• Create, evolve, review and implement strong policies and operating controls and procedures related to operations.
• Execute and continually improves risk and control processes including applicable company policies and procedures for span of control.
• Communicate performance results at appropriate intervals (intra-day, daily, weekly, monthly, quarterly, annually).