Director of Operations, New Homes (Remote)

Summary

The Director of Operations – New Homes is a foundational leadership role focused on standing up and scaling a high-performing operations function to support the company’s growing builder-channel solar program. Reporting to the VP of Shared Operations, this leader will play a key role in building out the New Homes department from the ground up, first by ensuring that contract, scope, and readiness reviews are executed efficiently, accurately, and within defined SLAs.

This role will be responsible for identifying process gaps, driving resolution through cross-functional collaboration, and architecting scalable workflows, policies, and technology initiatives to support operational growth. Functional ownership includes establishing process rigor and accountability, designing and implementing a future-state operating model to support Direct-to-Builder execution, and developing the supporting organizational structure, performance management approach, and cross-departmental alignment required to scale successfully.

While this position can be US-remote, we strongly prefer candidates located in one of our Centers of Excellence: New Orleans, LA; Houston, TX; Salt Lake City, UT; Denver, CO

Essential Job Functions

• Quality Assurance Leadership: Take the helm in establishing and refining processes and standards to ensure top-notch quality across all PosiGen projects regardless of origination.  This encompasses every stage, from contract approval and design to installation, interconnection, activation, and field asset management. 
• Empowerment through Resources: Equip yourself with comprehensive Standard Operating Procedures, in-depth training, insightful reports, and cutting-edge tools to maintain exceptional quality and operational excellence.
• Customer Advocacy: Champion an exceptional customer experience. Proactively address and escalate customer concerns, employing a collaborative, systems-oriented approach to swiftly resolve issues.
• Process Optimization: Identify critical PosiGen needs and collaborate directly with functional leaders across departments to streamline processes and unlock greater efficiency.
• Strategic Enhancement: Uncover opportunities for improvement across products, data, and infrastructure. Articulate prioritized requirements and persuasively advocate for strategic investments that enable scalable growth.
• Technology Integration: Serve as a vital liaison with the internal technology team, guiding the development of our platform and ensuring seamless integration with external systems and software that amplify customer success.
• Proactive Problem Solving: Apply critical thinking to proactively tackle both urgent challenges and long-term strategic initiatives, enabling rapid growth without compromising quality or our company culture.
• Performance Measurement: Define and monitor key business performance metrics and SLAs across every customer touchpoint. Continuously refine and implement tactics to elevate quality and efficiency across all teams.
• Collaboration: Conduct regular business performance reviews in close partnership with origination teams, delivering these insights to partners on a consistent basis.
• Financial Stewardship: Ensure meticulous compliance with milestone disbursement procedures, including reconciliation and issue resolution, in collaboration with Finance colleagues. Serve as a subject matter expert for accounting and auditing purposes.
• Project Oversight: Maintain a vigilant eye on in-flight projects, tracking ownership, statuses, and completion dates, and providing regular progress reports to leadership.
• Relationship Management: Cultivate strong, collaborative relationships with internal colleagues and external Channel Partner operations teams.
• Project Transition Management: Orchestrate the seamless transition of projects to Business Development, Field Operations, and Asset Management, while effectively managing the project pipeline.
• Leadership by Example: Inspire others through your actions, fostering a results-driven and positive team culture that prioritizes operational excellence and exceptional customer service.

Competencies

• Solar Industry Expertise: Possess a deep understanding of the residential solar landscape, encompassing sales, installation, and asset management best practices, common pitfalls, and industry-standard tools.
• Driven Team Player: Demonstrate an unwavering work ethic and a proactive mindset, consistently seeking opportunities to contribute to individual and team success.
• Exceptional Interpersonal Skills: Exhibit outstanding people skills, with a proven track record of building, motivating, and leading high-performing teams in dynamic, fast-paced environments.
• Comprehensive Solar Knowledge: Master the intricacies of solar lifecycle processes across diverse geographies, Channel Partner business models, and residential solar financial operations.
• Adaptability and Versatility: Embrace change with agility, readily adapt to evolving priorities, and contribute to building something truly transformative.
• Analytical and Solution-Oriented: Excel in risk analysis and critical thinking, consistently providing solutions that benefit both the company and its customers.
• Performance-Driven: Maintain an unwavering focus on performance excellence, establishing meaningful metrics, ensuring productivity and engagement, and delivering best-in-class service.
• Collaborative Leadership: Effectively collaborate with senior leaders while also engaging with team members at all levels to identify and resolve critical issues.
• Effective Communication: Possess exceptional verbal and written communication skills, coupled with strong organizational and time management abilities.
• Relationship Building: Demonstrate a knack for building strong relationships, collaborating seamlessly across internal functions and with external customers.
• Operational Optimization: Embrace a passion for uncovering problems, devising optimal solutions, and executing with precision. Maintain meticulous attention to detail while grasping the big picture.
• Data-Driven Excellence: Champion a data-driven approach, setting relevant KPIs, identifying underlying drivers, and managing performance to ensure continued success in high-growth environments.
• Customer Focus: Cultivate a genuine interest in understanding and serving the needs of underserved customers in the solar market.

Qualifications & Requirements

• Bachelor's degree required; Master's degree preferred.
• 6+ years of experience in residential solar operations.
• Extensive experience in multi-state organizations, fast-paced environments, and a proven ability to foster strong cross-functional relationships.
• 4+ years of experience building and managing teams in high-growth settings, including defining team needs, recruiting top talent, and providing the tools and training necessary for success.
• Comprehensive understanding of the full residential solar lifecycle, from pre-installation processes to design, permitting, incentives, and customer service.
• Hands-on experience with tools used by solar companies for proposal/design, project management, system monitoring, and other critical functions.
• Familiarity with residential solar financing options and milestone payment requirements.
• Proven track record of driving continuous process improvement, demonstrating creative problem-solving skills, a sense of urgency, and a commitment to exceptional execution.
• Proficiency in Google Workspace and familiarity with ERP (Intacct) and CRM (Salesforce.com) systems is highly desirable.
• Six Sigma Certification is a plus.
• Experience establishing and managing KPIs, with Business Intelligence tool experience preferred.
• Proficient in MS Excel, MS Word, Google Workspace, and project management tools.