Everything we do at Sunrun is driven by a determination to transform the way we power our lives. We know that starts at the individual employee level. We strive to foster an environment you can thrive in through our commitment to diversity, inclusion and belonging.

The CX Quality Partner takes radical ownership of the customer experience, employee experience, and overall performance for multiple lines of business. They actively review current state processes to uncover optimal strategies to improve experience, utilizing a proactive and creative approach to solve business problems. Their connection to the ground level and understanding of strategic business goals drive them to lead a pipeline of self-built and self-driven projects and studies. They are the model business consultant.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Deliver the Quality Partner Package for every owned program:

• Quality Feedback Cycle Management : Quality feedback cycle from: work performed --> data (collected through VoC surveys, forms, studies, etc.) --> projects/recommendations --> changes + training --> restart the cycle!

• Manage quality programs for specific lines of business, owning documentation, change management, and special projects for your lines of business.

• Quality Coaching Structure: Own template of interaction observation & coaching structure for supervisors/leaders. Also ultimately own confirming leadership compliance to the coaching program.

• Own and maintain coaching standards for your line of business.

• Full & Healthy Study Pipeline : Drive consistent pipeline of Quality studies to catch gaps and recommend business process + training changes (running these studies solo or through an auditor group).

• Lead groups of auditors in study initiatives, including building data-based business cases, building powerful study intake forms, training auditors, monitoring auditor performance, analyzing study data, and presenting findings.

• Ongoing Data Monitoring & Analysis: Perform ongoing review of data trends to spot gaps, outliers, and problem areas. Data shared will tie to meaningful action or indicate success of running projects.

• Actively investigate team trends and independently utilize multiple platforms to gather data, including creating your own custom reporting.

• Apply investigation and analysis to drive relevant business cases, projects and create positive change, creating an active flowing backlog of prioritized data-based business and thoroughly-built project proposals.

• Business Consultation: All personal expertise, data, projects, and programs managed will contribute to top-tier business consultation and recommendations for the teams you support.

• Keep stakeholders aligned on cultural and quality goals, and actions needed to reach those goals.

• Recommend process, technological, and strategic improvements.

• Assist in developing new processes, training initiatives, and more.

• Project Leadership & Recommendations : Lean project management and quality project recommendations.

• Actively lead cross-functional projects based on quality trends and analysis with clear and measurable success criteria. Complete a full cycle for every project, including monitoring post-execution and delivering results.

• Perform studies on your own as appropriate. Regularly report project pipeline progress within your team and to other leaders as appropriate.

• Coordinate the implementation of approved business cases.

• Compliance Tracking, Reporting & Actions: Own compliance monitoring for lines of business, as well as resulting business or project recommendations.

• Regularly deliver quality data presentations with analysis and actions to relevant stakeholders.

• Strategic "Total" Quality Approach: We actively understand the business' pillars and goals, and shape our work in alignment with them. No topic is off limits! If there is an opportunity for a team to do their job better, an opportunity for the customer experience to improve, or an opportunity for us to improve our business strategy then it's our business to help! Be an expert in your teams' success criteria, including an understanding of how multiple Sunrun teams and platforms work together.

• Constantly push the envelope of what quality means for your lines of business, focusing on how to create radical internal improvement--especially in the customer experience, leading "culture first", assuring relevance and directing program trajectory.

• Technological & Cross-Functional Champion: Jump in to connect disconnected stakeholders and bridge gaps through technology requests. Quality will regularly vet for user and customer improvements to compile meaningful Technology business cases/requests.

• Culture & Relationship Manager : Be a cultural leader, who drives recurring events to keep your line of business calibrated and in alignment with Sunrun ideals. Foster positive relationships and trust with the lines of business we serve at every level: leadership, executives, trainers, and specialists.

• Facilitate effective and action-driven collaborative meetings with the highest standards of organization, with a focus on pre- during- and post- communication.

• Demonstrate ethical decision-making and professionalism at all times.

REQUIREMENTS (EDUCATION, EXPERIENCE, CERTIFICATIONS, AND OTHER SKILLS)

Required

• 2+ years of project management-focused role

• 2+ years of business-side data analysis

• Experienced with data reporting in CRM and call center (Salesforce preferred)

• Experienced with G-Suite applications (Gmail, Docs, Sheets, Drive, etc)

• Experienced with Microsoft Office applications (Word, Excel, Powerpoint, etc)

• Experienced with Customer Relationship Management (CRM) applications such as Salesforce

• Experienced with using data analysis tools and formulas, especially in Google Sheets

• Experienced in delivering persuasive arguments

• Impeccable verbal and written communication skills

Preferred

• 2+ years in a consultation role

• 2+ years in a customer-facing service role

• PMP certification

PHYSICAL DEMANDS

• Ability to perform normal office duties

• Ability to operate office equipment including computers and determine accuracy of work

• Ability to interact and participate in meetings

Recruiter:

Amanda Frock (amanda.frock@sunrun.com)

Please note that the compensation information that follows is a good faith estimate for this position only and is provided pursuant to acts, such as The Equal Pay Transparency Act. It assumes that the successful candidate will be located in markets within the United States that warrant the compensation listed. Candidates in locations outside this local area may have a different starting salary range for this opportunity which may be higher or lower. Please speak with your recruiter to learn more.

Starting salary/wage for this opportunity:

$56,674.80 to $75,566.40

Other rewards may include annual bonus eligibility, which is based on company and individual performance, short and long term incentives, and program-specific awards. Sunrun provides a variety of benefits to employees, including health insurance coverage, an employee wellness program, life and disability insurance, a retirement savings plan, paid holidays and paid time off (PTO). A candidate’s salary history will not be used in compensation decisions.

This description sets forth the general nature and level of the qualifications and duties required of employees in this job classification, as well as some of the essential functions of this role. It is not designed to be a comprehensive inventory of all essential duties and qualifications. If you have a disability or special need that may require reasonable accommodation in order to participate in the hiring process or to perform this role if you are offered employment, please let us know by contacting us at candidateaccomodations@sunrun.com .

Sunrun is proud to be an equal opportunity employer that does not tolerate discrimination or harassment of any kind. Our commitment to Diversity, Inclusion & Belonging drives our ability to build diverse teams and develop inclusive work environments. At Sunrun, we believe that empowering people and valuing their differences are essential for our mission of connecting people to the cleanest energy on earth. We are committed to equal employment opportunities without consideration of race, color, religion, ethnicity, citizenship, political activity or affiliation, marital status, age, national origin, ancestry, disability, veteran status, sexual orientation, gender identity, gender expression, sex or gender, pregnancy or any other basis protected by law. We also consider qualified applicants with criminal convictions, consistent with applicable federal, state and local law.

Sunrun is proud to be an equal opportunity employer that does not tolerate discrimination or harassment of any kind. Our commitment to Diversity, Inclusion & Belonging drives our ability to build diverse teams and develop inclusive work environments. At Sunrun, we believe that empowering people and valuing their differences will help us create a planet run by the sun for everyone. We are committed to equal employment opportunities without consideration of race, color, religion, ethnicity, citizenship, political activity or affiliation, marital status, age, national origin, ancestry, disability, veteran status, sexual orientation, gender identity, gender expression, sex or gender, pregnancy or any other basis protected by law. We also consider qualified applicants with criminal convictions, consistent with applicable federal, state and local law.