Manager, Sales Operations

Description

The Manager, Sales Operation will report to the Operations and Strategy, Senior Manager and will enforce outstanding B2B customer service by leading the Sales Operations department projects and initiatives. This is a high-visibility role on a fast-growing team with an opportunity to support and contribute to the business's operations and build a foundation for the business to rapidly scale

RESPONSIBILITIES

• Manage a growing team of Business Partner Advisors, including leading new hire training initiatives, performance reviews, and overall team alignment
• Supervise, build, and maintain processes that increase productivity and remove bottlenecks
• Proactively address installer escalated inquiries and resolve issues efficiently, ensuring a positive customer experience and high satisfaction levels
• Monitor and analyze customer feedback to identify areas for improvement, implementing strategies to enhance service quality and exceed customer expectations
• Oversee the partner complaint management process through intake, triage, escalation, follow-up, reporting, quality assurance, and review
• Produce compliance reports as needed
• Communicate change, drive training, share resources, and build relationships that enable partner success by staying tuned-in and driven by customer needs, industry trends, and current events
• Collaborate cross departmentally to resolve issues and improve processes
• Oversee that all processes are within Service Level Agreement
• Maintain knowledge of the organization's products, services, procedures, and policies
• Conduct quality assurance reviews for Business Partners Advisors communication and recommend operational improvements
• Drive automation where possible and understand its benefits in scaling a business
• Ensure the continuity of the team in the face of various risks through documentation and planning

REQUIRED QUALIFICATIONS

• Bachelor’s degree
• 6 years experience in sales operations, customer service operations, account management, sales, or related role
• Renewable Energy, Lending/Finance, Construction, or related experience preferred
• Demonstrated business acumen with an understanding of how people, process, policy, and technology can drive efficiency and effectiveness.
• Proven ability to deliver on commitments
• Advanced experience with CRM software and Microsoft Office
• Excellent critical thinking, multitasking, and organizational skills
• Exceptional verbal and written communication skills combined with the ability to explain complex concepts in a clear and simple way to management, colleagues, and external partners
• Friendly and welcoming manner with the ability to maintain a calm and polite demeanor amongst competing priorities in a fast-paced environment
• Proficiency in analyzing budgets and preparing financial reports
• Proven ability to identify future business opportunities and mitigate compliance risks

Hanwha Q CELLS America Inc. (“HQCA”) is headquartered in Irvine, CA, and handles sales for the North American region. It is a subsidiary of Hanwha Q CELLS Co., Ltd., one of the world´s largest and most recognized photovoltaic manufacturers for its high-performance, high-quality solar cells and modules. It is headquartered in Seoul, South Korea (Global Executive HQ) and Thalheim, Germany (Technology & Innovation HQ). Through its growing global business network spanning Europe, North America, Asia, South America, Africa, and the Middle East, the company provides excellent services and long-term partnerships to its customers in the utility, commercial, government, and residential markets. Hanwha Q CELLS is a flagship company of Hanwha Group, a FORTUNE Global 500 firm, and a Top 8 business enterprise in South Korea. HQCA recently acquired Geli, a leading developer of Energy Management System software for energy storage, solar, and other renewable resources.

All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.