Experience Program Manager, Haven Energy
$85-115k
Home energy storage marketplace
Be an early applicant
Home energy storage marketplace
1-20 employees
Be an early applicant
$85-115k
1-20 employees
Company mission
To build a more resilient energy infrastructure, one household at a time.
Role
Who you are
- The ideal candidate is highly organized, customer-obsessed, and enjoys building systems that help teams consistently deliver great experiences
- 3–6 years of experience in Customer Experience, Customer Success Operations, Program Management, Service Operations, or a related field
- Strong project and program management skills
- Excellent written communication skills
- Experience working cross-functionally across multiple teams
- Strong attention to detail and operational rigor
- Comfort working with data, dashboards, and reporting
- Experience managing NPS, CSAT, or Voice of Customer programs
- Nice to have: Experience in startups in home services, climate tech, energy, or operationally complex businesses
What the job involves
- We're looking for an Experience Program Manager to own the operational health of our customer experience. This person will manage customer feedback programs, maintain customer journey communications, monitor customer experience quality, and ensure customer-facing touchpoints remain accurate as our processes evolve
- This role sits within the Experience Strategy team and works closely with Operations, Product, Sales, and Customer Support
- Customer experience is one of Haven's most important differentiators. This role will help ensure we continuously understand our customers, maintain a high-quality experience, and scale our operations without losing the trust and transparency that homeowners expect
- Manage customer feedback programs including NPS, CSAT, cancellation surveys, and referral feedback
- Monitor response rates and feedback quality
- Maintain customer experience dashboards and reporting
- Identify recurring customer pain points and emerging trends
- Produce regular customer experience health reporting
- Own customer-facing email and SMS communications throughout the customer lifecycle
- Update communications as business processes evolve
- Maintain communication templates and content libraries
- Ensure customer messaging remains accurate, timely, and consistent
- Conduct regular customer journey audits
- Review customer feedback and support interactions
- Identify communication gaps, friction points, and broken experiences
- Track and coordinate resolution of customer experience issues
- Maintain journey maps and customer-facing process documentation
- Manage experience-related tooling and workflows
- Support implementation of new customer experience initiatives
- Improve operational processes that support customer experience measurement and execution
- Partner with Operations, Product, Sales, and Customer Support teams
- Ensure customer experience updates are reflected across customer touchpoints
- Help create consistency throughout the customer lifecycle
- Within your first year, you will:
- Establish a reliable Voice of Customer operating cadence
- Create visibility into customer sentiment and experience trends
- Ensure customer communications remain current and accurate
- Improve experience monitoring and issue identification
- Help teams make more customer-informed decisions
Our take
Haven Energy offers a two-sided marketplace facilitating the accelerating the uptake of home energy storage. The platform guides homeowners through the selection, quoting, financing and scheduling of a home battery system install. Homeowners are paired with vetted electricians to perform the installation.
The company was founded out of a belief that widespread, distributed storage will be central to the world’s energy future. There are a number of benefits to getting a home battery, some of which include backup power, lower bills and solar power storage. In its early stages, it will invest seed funding into further developing its model.
A 2025 investment round is being used to expand Haven's utility partnerships and accelerate what it describes as the largest virtual power plant network in the USA.
Kirsty
Company Specialist at Welcome to the Jungle
Company
Company benefits
- Work the way you want. Fully-remote or flexible work at shared working spaces
- Stay connected. Quarterly in-person company events
- Balance life inside and outside work: Work hard and take all the time off you need to recharge
- Own your outcomes. High degree of autonomy and exposure to the running of all business areas
- Have family support. Enhanced maternity, paternity and shared parental leave"
Company HQ
Bouldin Creek, Austin, TX
Leadership
Vinnie Campo
(Co-Founder & CEO)Previously served as Country Manager for Bulb, General Manager of Jump for Uber, Trading Analyst for Motiva Enterprises, and as a Consultant for MRE Consulting.
Jeff Chaplin
(Co-Founder)Previously co-founded Casper, and served as Chief of Product, and founded CommonMade. Served as Designer for IDEO.
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