Program Operations Manager, Omnidian

• 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
• 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

Desirable

• 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
• 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

• We plan to have this role start on or before April 21