Ygrene Energy Fund

Director, Escalations & Resolution Management

US-CA-Petaluma
Job ID
2017-1703
Department
Consumer Resolution

Overview

Ygrene Energy Fund is a national leader in residential and commercial clean energy financing.  Founded in 2010, Ygrene’s award-winning, privately funded Property Assessed Clean Energy (PACE) program is revolutionizing the home improvement industry, making it easier for property owners to invest in their futures and a healthier environment. Ygrene is delivering greater choice for home and business owners by providing accessible and affordable financing for energy efficiency, renewables, water conservation, storm protection and seismic upgrades.  Recognized as one of the fastest growing asset classes in the country, PACE has proven to be a successful tool for supporting public policy initiatives, all without the use of public tax dollars or credits. To date, Ygrene has provided over $1 billion of private capital to more than 400 local communities, creating thousands of jobs and investing millions into local economies across the U.S.

Responsibilities

  • Drive a customer obsessed culture across every aspect of the service 
  • Operational management of all aspects of critical situations, escalations and complaints
  • Design and rollout of a proactive escalation avoidance initiative
  • Lead the transformation of all aspects of the operation to deliver a white glove experience
  • Provide an effective feedback loop to operations, contractor compliance and product teams based on root cause  
  • learnings
  • Provide personal leadership in executive escalations and critical events
  • Accountable for managing to budget and planning appropriate capacity 
  • Delivery of weekly, monthly metric reporting with root cause analysis and trends
  • Develop and implement policies and practices that result in material improvement in customer satisfaction with our escalation and complaint management
  • Rollout of a tested and proven highly effective critical situation management service
  • Deploy digital scenarios to enhance customer experience, increase effectiveness and efficiency
  • Execution of programs that deliver an overall reduction in the number of reactive escalations
  • Execution of programs that deliver preventative measures and proactive oversight of anticipated customer 
  • escalations
  • Creation of a scalable workforce model to accommodate spikes in volume
  • Drive an inclusive team environment with high employee engagement 
  • Establish goals and work plans consistent with organization needs and monitor progress

 

Qualifications

  • Bachelor's degree in Business Administration or related field or equivalent experience
  • 10+ years leading customer facing teams and customer support functions with colletions and/or escalations focus
  • At least 5 years in a Senior leadership role
  • Knowledge of customer support practices and policies.
  • Knowledge of root cause analysis and process improvement best practices.
  • Strong skills operating Microsoft Office, including Excel.
  • Demonstrated experience and ability to build cross-organizational partnerships
  • Highly effective written and verbal communication skills at executive and technical detail levels
  • Ability to translate technical detail into lay terms
  • Ability to work effectively in a matrixed organization
  • Ability to combine strategic thinking and tactical execution
  • Demonstrates leadership principles of generating energy, creating clarity and delivering success
  • Six Sigma Certification strongly preferred

 

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