Responsibilities

• Data-driven process management and optimization with the goal to achieve SunFi customer growth and strategic outcomes
• Develop and refine cross-company process diagrams (including productivity and efficiency metrics) for critical operations to ensure seamless customer experiences, and seamless onboarding of new employees into the SunFi “factory” such that as soon as they join SunFi, they are made fully aware of their specific roles, responsibilities, and SLAs within the SunFi factory in order to ensure a delightful customer experience.
• Create and maintain a prioritized portfolio of SunFi's operational processes for continuous improvement.
• Continuously identify and address roadblocks in operations to enhance efficiency and customer satisfaction.
• Lead initiatives to automate and streamline workflows, reduce complexity, and improve productivity and accountability
• Collaborate closely with the growth team, supporting growth initiatives by optimizing go-to-market strategies, customer journey processes, and lead nurturing/reactivation campaigns where necessary.
• SunFi Factory Performance, Customer Delight Monitoring and Reporting
• Develop and maintain platform-wide dashboards for tracking key productivity and efficiency metrics, ensuring that no customer gets left behind
• Working with Customer Success, design and implement mechanisms to track and improve overall customer satisfaction and Net Promoter Scores (NPS), collecting and analyzing customer feedback to inform continuous improvement efforts.
• Monitor KPIs related to customer satisfaction, platform efficiency, and market intelligence.
• Provide regular updates and reports to the executive team on platform performance and bottlenecks, even as you work actively to close any gaps
• Cross functional operational leadership and collaboration
• Work closely with Growth, Product, User Services, and Finance teams to ensure aligned and cohesive operations.
• Facilitate cross-team meetings and one-on-ones to understand and optimize processes.
• Collaborate with the VP of Strategy and Platform Operations to identify and implement areas for operational improvement.
• Strategic Planning and Market Intelligence:
• Conduct market intelligence interviews and gather data to refine product-market fit, customer profiles, and Distributed Energy Providers (DEP) desired characteristics.
• Deliver competitive landscape analyses and strategic recommendations to inform product development.
• Guide the development of data-based feedback loops for customer insights, and overall company direction
• Collaborate with the Product team to recommend differentiating & category-defining enhancements to SunFi's technological platform, ensuring it meets customer needs and market trends.
• Platform orchestration and tool management/cohesion:
• Evaluate and recommend tools for SunFi Factory platform operations, considering the full Platform Orchestration Stack, and ensuring alignment with SunFi's goals and budget.
• Oversee the implementation and optimization of CRM systems and other operational tools, in collaboration with other teams
• Conduct periodic reviews of the tool stack to ensure it meets evolving needs and maximizes customer satisfaction.
• Lead the setup and integration of relevant new tools to support operational efficiencies and growth initiatives.
• Attributes & Skills
• Role-specific “hard” skills
• Process Design, Improvement, and Innovation: Proficient in developing and optimizing process diagrams and workflows (using BPMN where necessary)
• Data Analysis and Reporting: Skilled in analyzing data to design and monitor performance metrics to make informed decisions, including advanced Excel modeling and analysis.
• Business Management knowledge: General knowledge of business financial metrics and how they work together e.g. Revenue, Profit, Costs, Margins, Pricing etc.
• Project Management: Experienced in managing complex projects, ensuring timely delivery and alignment with strategic goals.
• Effective presentations and driving of meetings: Ability to create and drive critical stakeholder conversations using effective presentations, storytelling, and other mediums. Presentations may also be used as a standalone and sent out to external stakeholders
• Market Intelligence: Research experience /experience in gathering and analyzing market data to guide strategic planning, using research, surveys, interviews and other formats that can cater to both customers and competitors
• Technology Proficiency: Familiarity with process management tools, with CRM systems, and other relevant technologies. Demonstrated experience collaborating with Technology teams to build a better product yielding greater sales growth
• MS Office Proficiency: Proficient usage of Microsoft Office and Google Suites (emphasis on Word, Excel & PowerPoint)
• Tool Setup and Integration: Ability to evaluate, set up, and integrate new tools to enhance platform operations and support growth objectives. Ability to proactively think about how tools will be connected and embedded effectively within platform
• Experience in Product management., platform orchestration, and/or strategic consulting is a plus
• Role-specific “soft” skills
• Company ownership mindset: The Strategy and Platform Operations team is a critical team that sits at the center of the SunFi factory - it is crucial that the SPO lead constantly thinks about, embodies, and champions OneSunFi values and outcomes in all circumstances. You are always planning towards and optimizing for SunFi business objectives.
• Strategic Thinking: Ability to develop and implement long-term plans that align with SunFi’s strategic objectives, as well as drive strategic projects assigned to you
• Structured problem-solving: Ability to proactively identify, ideate on, and solve problems across the SunFi “factory” in a structured manner, and an emphasis on rapid solution execution
• Outcomes-Oriented: Focused on achieving measurable results and continuously improving performance.
• Detail-Oriented: Meticulous in managing and optimizing processes to ensure smooth operations.
• Management of multiple deliverables and projects: Highly skilled at managing multiple deliverables, while managing expectations with the team sideways, upwards, and downwards
• Effective Communication: Strong verbal and written communication skills, capable of conveying complex information clearly and effectively, using effective presentations and other formats
• Collaborative: Strong interpersonal skills to work effectively with various teams and stakeholders.
• Innovative: Capable of thinking creatively to find solutions and drive process improvements.
• Adaptable: Able to navigate and lead in a dynamic, fast-paced environment. Experience in a start-Up or fast Paced environment experience preferred
• Self-starter: Able to generate independent ideas, take initiative, and work in ambiguous situations with minimal guidance and supervision. You should always be multiple steps ahead, and demonstrate detailed expert status on any project you have worked on.
• Willingness to learn, take feedback, and be coached: Open-mindedness is critical in this role - you should always be willing to incorporate, or at the very least, consider feedback both on work output and behavior
• Demonstrated Leadership skills: In this role, even though you will not start out supervising anyone, you will a leader influencing all parts of the organization
• Positive attitude and emotional intelligence: Bring the energy!