Manager, Residential Solar Customer Operations

IGS Energy

Manager leading customer operations for residential solar at IGS Energy. Driving performance, optimizing processes, and ensuring a high-quality customer experience.

Posted 5/22/2026full-timeRemote • Ohio • 🇺🇸 United StatesMid-LevelSenior💰 $87,630 - $140,210 per yearWebsite

About the role

Key responsibilities & impact

Lead the day-to-day operations of the Residential Solar Customer Operations team, ensuring alignment to department goals and company objectives
Plan and execute strategic initiatives focused on improving performance, scalability, and customer experience
Evaluate existing processes, identify gaps, and design solutions to improve efficiency, quality, and consistency
Analyze operational and performance data to inform decision-making and prioritize areas of focus
Serve as the primary relationship partner for third-party nearshore partner(s), establishing clear expectations, monitoring performance, and driving continuous improvement
Partner with Workforce Management to support forecasting, staffing, and service level attainment
Build strong cross-functional relationships to ensure alignment with broader business priorities
Communicate effectively across internal and external stakeholders with a collaborative, solutions-oriented approach
Lead, coach, and develop team members, providing clear direction, feedback, and growth opportunities
Foster a people-first culture with a focus on engagement, accountability, and performance
Lead and develop the collections team through direct and indirect leadership, including team leads and supervisors
Monitor collection metrics, identify trends, and implement strategies to improve recovery rates and reduce delinquency
Drive collection performance against targets while balancing customer experience and compliance requirements
Address and resolve employee-related matters in partnership with Human Resources as needed
Influence change through thoughtful communication, context, and a positive approach
Perform other duties and responsibilities as assigned

Requirements

What you’ll need

5+ years of experience in customer operations, customer service, or a related field
2+ years of people leadership experience
Experience in residential solar or a related energy/utility industry required
Experience working with third-party or nearshore teams strongly preferred
Experience with workforce management, forecasting, or service operations preferred
Strong analytical, problem-solving, and critical thinking skills with attention to detail
Ability to assess operations, identify opportunities, and implement process improvements
Proven ability to lead effectively in a fast-paced, growth-oriented environment
Strong people leadership skills, including coaching, development, and performance management
Ability to prioritize and manage multiple initiatives simultaneously under tight deadlines
Effective communication and relationship-building skills with a high degree of professionalism and integrity
Demonstrated ability to influence change and drive results through others
Forward-thinking, solution-oriented mindset
Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint) and operational systems/tools.

Benefits

Comp & perks

Comprehensive coverage including medical (plus free telehealth), dental, vision, and employer health savings account contributions.
Robust support through Headspace and free mental healthcare visits for you and your dependents.
Extensive assistance with Maven, paid family and caregiver leave, and fertility, adoption, and surrogacy services.
Strong financial foundation with a 401(k) plan, company match, and access to financial wellbeing tools.
Paid time off, tuition reimbursement, paid leaves, employee hardship fund, and a wide range of additional perks.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

data analysisprocess improvementperformance managementforecastingcustomer serviceoperational efficiencycollections managementproblem-solvingcritical thinkingpeople leadership

Soft Skills

communicationrelationship buildingcoachingteam developmentcollaborationinfluencing changeengagementaccountabilitysolution-oriented mindsetattention to detail