Director of Customer Experience

📌 Core Information

🔹 Job Title: Director of Customer Experience

🔹 Company: PosiGen

🔹 Location: New Orleans, Louisiana, United States

🔹 Job Type: On-site

🔹 Category: 🎧 Customer Experience (CX)

🔹 Date Posted: Mon Mar 31 2025

🔹 Experience Level: 5-10 years

🔹 Remote Status: On-site

📌 Essential Job Details

🚀 Job Overview

Key aspects of this role include:

• Enhancement of the customer journey for Channel Partners and homeowners using PosiGen's solar solutions
• Ensuring a seamless customer experience from onboarding to ongoing service and lease transfers
• Strategically optimizing customer satisfaction and retention
• Leading and refining processes to improve service delivery

ASSUMPTION: The role involves both strategic planning and hands-on management of customer service processes to align with business goals.

📋 Key Responsibilities

✅ Provide leadership and assistance to monitoring and field services teams for optimal system performance

✅ Lead onboarding process for new homeowners

✅ Develop and implement customer service strategies

✅ Oversee lease transfer processes for properties with PosiGen systems

✅ Partner with internal teams to align CX initiatives with business objectives

✅ Identify automation and efficiency opportunities

✅ Develop training programs aligned with industry best practices

✅ Analyze customer feedback to drive continuous CX improvements

✅ Other duties as assigned

ASSUMPTION: The position requires strong collaboration with cross-functional teams to improve customer experience processes.

🎯 Required Qualifications

Education: Bachelor's degree in Business, Communications, or a related field (MBA preferred)

Experience: 7+ years in customer experience or operations management, preferably in solar or energy industries

Required Skills:

• Leadership and team management
• Problem-solving and organizational skills
• Proficiency in CRM and customer service software (e.g., Salesforce, Zendesk)

Preferred Skills:

• Experience in the solar leasing and real estate industries
• Strong understanding of service metrics and process improvements

ASSUMPTION: Preferred qualifications indicate a focus on candidates with industry-specific knowledge and advanced educational background.

💰 Compensation & Benefits

Salary Range: $10,000 - $150,000 USD

Benefits:

• Competitive salary and performance bonuses
• Comprehensive healthcare benefits
• Retirement plans and employee stock options

Working Hours: 40 hours per week

ASSUMPTION: Compensation is tailored to attract highly qualified candidates, potentially offering incentives for relocation or performance-based bonuses.

📌 Applicant Insights

🔍 Company Context

Industry: Renewable Energy Semiconductor Manufacturing

Company Size: 501-1,000 employees, suggesting robust resources and potential for career growth

Founded: 2011

Company Description:

• Nation's leading residential solar and energy efficiency provider
• Mission to make solar energy accessible to all income levels
• Certified B Corporation®, emphasizing a balance of purpose and profit

Company Specialties: Not Specified

Company Website: https://www.posigen.com

ASSUMPTION: PosiGen's commitment to the community and environment is central to its corporate ethos and appeal.

📊 Role Analysis

Career Level: Director-level position requiring advanced skills and strategic vision

Reporting Structure: Collaborates closely with the Director, New Homes & Strategic Accounts

Work Arrangement: Primarily on-site at the New Orleans headquarters

Growth Opportunities:

• Potential for leadership roles in larger CX initiatives
• Involvement in strategic decision-making at higher organizational levels
• Access to professional development and industry training

ASSUMPTION: The role provides significant development opportunities through involvement in company-wide strategic projects.

🌍 Location & Work Environment

Office Type: Corporate headquarters, likely with a collaborative and resource-rich environment

Office Location(s): New Orleans, Louisiana

Geographic Context:

• Vibrant local culture with numerous professional networking opportunities
• Proximity to diverse energy and tech industries
• Accessible transportation and amenities

Work Schedule: Standard business hours with potential for occasional extra hours

ASSUMPTION: The location offers a dynamic environment that balances professional and personal growth.

💼 Interview & Application Insights

Typical Process:

• Initial screening with HR
• Multiple rounds of interviews with CX and senior management teams
• Assessment of strategic thinking and practical customer management skills

Key Assessment Areas:

• Leadership and management capabilities
• Industry knowledge and problem-solving skills
• Technical proficiency with relevant software

Application Tips:

• Highlight experience in leading teams and improving service metrics
• Demonstrate knowledge of solar and energy sectors
• Prepare examples of process improvements and customer satisfaction strategies

ATS Keywords: Customer Experience, Leadership, CRM Software, Service Delivery

ASSUMPTION: The application process is designed to select candidates who can strategically elevate the customer experience within a dynamic industry.

🛠️ Tools & Technologies

• Salesforce
• Zendesk
• Management Information Systems tailored for CX

ASSUMPTION: Proficiency in industry-leading CRM platforms is critical for this role, with an expectation to leverage data for process improvements.

👔 Cultural Fit Considerations

Company Values:

• Sustainability and environmental consciousness
• Commitment to affordable energy solutions
• Innovation and customer-centric approaches

Work Style:

• Collaborative teamwork
• Proactive problem-solving
• Adaptable to fast-paced changes

Self-Assessment Questions:

• How do you approach improving customer service metrics?
• What strategies have you employed to enhance the customer journey?
• How do you ensure customer service techniques stay current with industry trends?

ASSUMPTION: The candidate's alignment with PosiGen's mission and values is crucial for long-term success in this role.

⚠️ Potential Challenges

• Balancing strategic planning with operational execution
• Managing the complexities of solar leasing with customer satisfaction
• Driving change in a fast-growing industry environment
• Aligning cross-functional teams toward common goals

ASSUMPTION: Challenges may be inherent in balancing innovation with the high expectations of the renewable energy market.

📈 Similar Roles Comparison

• Responsibilities may overlap with Directors in other renewable energy firms focusing on CX
• Positions in tech companies offering similar process optimization challenges
• Roles in real estate management with a focus on customer relationship management

ASSUMPTION: Comparable roles are likely to value strong customer relations and strategic management skills across various industries.

📝 Sample Projects

• Redesigning the onboarding program for greater efficiency
• Implementing a CRM strategy that aligns with long-term business goals
• Developing a training program standardizing service excellence

ASSUMPTION: Sample projects indicate a focus on enhancing operational processes and customer engagement methodologies.

❓ Key Questions to Ask During Interview

• What are the current challenges with the customer journey that you aim to address?
• How does PosiGen measure customer satisfaction and retention?
• Can you provide examples of successful CX strategies implemented in the past?
• What advancement opportunities are available for this role?
• How does this role integrate with the overall strategic initiatives of PosiGen?

ASSUMPTION: Asking the right questions during the interview can reveal the alignment of personal values with the company’s mission.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through this link
• Prepare your resume to highlight relevant experience and skills
• Tailor your cover letter to address how your expertise aligns with PosiGen's mission
• Follow-up with a personalized message to the hiring manager
• Research industry trends to discuss during the interview process

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.