Program Operations Manager

What You'll Do

• At Omnidian we believe in trust and autonomy. How you create an impact is ultimately up to you. Here is an outline of some of the things you’ll be doing:
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

Who You Are

• 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.

Experience You’ll Need

• 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

Experience That’s a Plus

• Experience in businesses with field or remote service delivery 
• Knowledge of the solar industry.
• Expertise in using CRM, IVR, KMS, WFM, or similar support operations tools.
• Experience leading remote teams in fast-paced environments.
• Strong track record of stakeholder management and influencing leadership.

Logistics

• We plan to have this role start on or before April 21.
• We are unable to provide sponsorship for this role, now or in the future

Work-Life & Culture

• Most of our roles offer the opportunity to work remotely
• If you are in the Seattle area, we offer a vibrant office space in the historic and beautiful Smith Tower, in the heart of Pioneer Square
• We prioritize applicants near one of our employee clusters and offer one or more local gatherings per year
• We provide outstanding benefits including family medical, dental, vision, disability, 401(k) administration and $1k match per year and thoughtful paid time off
• We offer 12 weeks of paid parental leave to all FTE employees (birthing and non-birthing) after 1 year, and four-week paid sabbatical leave after four years
• We offer a competitive total compensation package that includes monthly health insurance premiums, bonuses and long-term stock options for every employee
• We love to lift each other up through company-wide slack channels such as #puppiesandpets, #omnidian-wellness, #praiseandbooms and #sustainablefuture
• We have affinity groups to help employees feel seen and supported, such as Rainbow Array, BIPOC, Thriving Survivors, Vets at Omnidian, Black Lights Matter and Neurospicy R Us
• We are a passionate, mission driven team that believes in collaboration, mutual respect and trust. For examples, come Discover our Story!

Grow with Us

• We mentor and invest in our employees and prioritize them for future opportunities. Check out our Instagram reels to see a few career journey examples
• Internal candidates: Check out our advice on Internal Transfer: Job Application Process
• We’re a fast-growing startup, which means we’re constantly reinventing processes, adding new products, and asking people to use all of their skills and talents. That means there’s gonna be a lot of opportunities for you to grow, which also means you will likely be stretched in ways you’ve never experienced in a job before. If you are resilient, determined, and not afraid of a big challenge, come apply.