Director - Issue Resolution and Prevention

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!
Director – Issues Resolution and Prevention 
Sunnova Energy is currently searching for a Director – Issues Resolution and Prevention who will be responsible for: (a) Customer Escalations and Complaints - all aspects of escalations for in service PV, storage, and adaptive home systems of Sunnova residential customers, (b) Technical Support –real time customer engagement, education, technical diagnostic evaluation, troubleshooting, triage, remote remedy and (c) End to end case management - all aspects of the customer journey when a resolution case is created, as well as the development of strategies to reduce escalations and complaints.The preferred candidate will have significant experience in both escalation management and service journey’s of residential solar customers. The preferred candidate will have a strong command of PV, storage and adaptive home technologies and a demonstrated ability to lead teams within a call center setup, technical specifications, and evaluation operation of these systems. Importantly, the candidate must have the ability to cascade these competencies into organizations whose goals will include positive customer sentiment, improved first contact resolution, and improved case management processes. The successful candidate will establish or expand the competencies of an organization that effectively solves customer issues while shielding peer organizations (Operations and Maintenance) from unnecessary distractions from their core mandate including false positives and unnecessary truck rolls.

Responsibilities:

• Director – Issues Resolution and Prevention responsibilities include the development and continual improvement of system data acquisition, diagnostic evaluation techniques, and complimentary proactive and reactive customer engagement processes, as well as increased customer satisfaction.  
• Outcomes: 
• Workforce: An assembled / performant workforce of suitable scale and competency to resolve customer concerns with solar PV, storage and adaptive home technologies.
• Containment: Materially improved first contact resolution rate.
• Containment: Baselined and materially improved contact containment rate for customer production concern, equipment issue, and utility high bill contact dispositions.
• Efficiency: Baselined and materially reduced count of touchpoints (calls, transfers / emails, cases, case actions) per “no problem found” case disposition. 
• 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
• Cross Functional Expectations:
• Develop strategies and plans for customer service: 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). 
• Drive action (“get well”) plans for performance not meeting expectations. 

Minimum Requirements

• BA/BS in engineering, business, marketing, communications, information technology or related degree OR equivalent work experience
• Minimum years of experience required: five or more years of experience in solar PV, storage adaptive home tec