Senior Manager, Operations

ROLE OVERVIEW

Pivot Energy is seeking an experienced customer operations leader, responsible for leading a team focused on community solar program management, customer service, subscriber management, utility relationships, and revenue collection. This role requires strong leadership skills, excellent customer service and communication skills, and a passion for delivering a positive customer experience. 

As part of the Revenue Operations team, this position will lead a team of subscription operations and customer care associates, developing key service level agreements, managing outsourced support vendors, and creating and optimizing internal processes that drive efficiency and growth opportunities. The ideal candidate will have a track record of delivering high-quality work, familiarity with project management best practices, attention to detail, strong communication skills, and an entrepreneurial learning style.

This position offers a great opportunity to create a best-in-industry operations team and growth potential at a cutting-edge company with development and operations in more than ten US markets. Pivot is rapidly growing its Revenue Operations team, and this position is crucial to successfully delivering its growing product and service lines.

PRIMARY RESPONSIBILITIES

• Manage and lead a team of market- and functional-area specialists, supporting market- and product-implementation, utility setup, and billing
• Oversee day-to-day operations of our subscription- and solar-based services, including utility relationships, billing, customer crediting and account reconciliation, and reporting
• Oversee the collection, management, and organization of key data, identifying areas of growth, security, and quality improvement
• Develop customer service benchmarks and service level agreements that track customer inquiries and resolve customer service issues in a timely and professional manner
• Work extensively with billing and credit reconciliation teams to understand under-performance, host bill results, host banked credit amounts, and adjust allocation and reporting strategies as needed
• Collaborate with cross-functional teams to improve the customer experience and implement process changes that scale for efficiency and growth 
• Analyze internal and external feedback and implement process improvements
• Ensure compliance with customer service and data protection regulations with support from Legal and Marketing Teams, as well as program-, state-, and federal regulatory reporting and compliance
• Support new client service implementation, demos, and onboarding, adhering to data security and data ingestion requirements
• Research and document process, improvements, and market competitor information that supports SunCentral’s implementation of best-in-industry community solar management
• Partner with the RevOps, Product, and Asset Management teams to build data sets and maintain the metrics required to track the health of project portfolios
• Become a community solar subject matter expert and complete requests inbound and internal requests on time, and often same-day when required

REQUIRED COMPETENCIES

• 4+ years of experience in customer service, operations or sales operations, project management, and/or subscription management
• Familiarity with the community solar industry, or at minimum the broader renewable industry key terms and market
• Strong leadership skills and experience managing a team
• Excellent written and verbal communication skills
• Ability to analyze data and make data-driven decisions
• Proficiency in Microsoft Excel and customer service software tools, like HubSpot, Salesforce, or equivalent
• Demonstrated ability to improve processes and implement solutions
• Bachelor's degree

ABOUT PIVOT

Pivot Energy is a national renewable energy provider that develops, finances, builds, owns, and manages solar and energy storage projects that help decarbonize our nation’s electricity, increase equitable access to clean energy for local communities, and provide real cost-savings to American businesses and

families.

We are fiercely dedicated to accelerating the rapid transition taking place in the energy industry to a more decentralized and cleaner approach to power generation. We are committed to positively contributing to the local communities and people we serve with more than clean energy. We believe global warming poses an existential threat to our planet and that we have a responsibility to help mitigate the threat. Our portfolio includes projects that reduce energy burden for income-limited families, create workforce pathways for under-represented groups within the solar industry, and include robust community investment opportunities.

As a Certified B Corporation and one of Denver’s “Best Places to Work”, we believe that company success is driven by a healthy environment, thriving society, and workplace where all individuals are respected. We evaluate every internal decision on environmental, social, and governance (ESG) factors to determine if our actions will result in a net positive impact on the community, our employees, customers, shareholders, and the environment. Learn more in our annual ESG Report.

At Pivot, our core values guide our work internally and externally:

· Impact – We hold ourselves accountable to having a measurable impact on our people, communities, and the planet

· Balance – Put family first; work hard/have fun

· Determination – Find ways to be successful no matter how difficult the challenge

· Professionalism – Impress everyone we touch, be a team player

· Honesty – Be truthful and transparent, externally and internally

· Kindness – Create an environment where kindness, empathy, and vulnerability are embraced

DIVERSITY, EQUITY, INCLUSION and JUSTICE STATEMENT

At Pivot, we are proactively developing and maintaining an inclusive culture, rooted in mutual respect, that supports a workforce of different generations, races, gender identities, sexual orientations, ability statuses, religions, and cultures to work collaboratively together for greater impact. We seek to build a team that invests in relationship building, celebrates each other’s successes, and makes space for the unique contributions and working styles people bring into Pivot. 

Pivot invests in company-wide trainings, assessments, and programs to advance internal inclusion and equity practices, such as employee allyship building, cross-cultural communications, and equitable hiring and management protocols to increasingly recognize bias and ensure mutual respect and belonging.

EEO STATEMENT

Pivot Energy is an Equal Opportunity Employer and is committed to increasing the diversity of its workforce. We actively work to cultivate an inclusive culture that welcomes, empowers, and enables equitable career growth for employees regardless of background.