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Product Manager, Customer Care

Company: SunPower
Location: Richmond
Posted on: May 17, 2023

Job Description:

Do you want to change the world? We do, too.SunPower is changing the way our world is powered every day with a passionate and driven team of more than 3,660 full-time employees in North America and the Philippines. SunPower provides world-class solar solutions to residential customers across the U.S. with a commitment to a superior customer experience. We welcome forward thinkers, freedom chasers and all those demanding better, cleaner energy to join us.Summary of Role:We are looking for an experienced Product Manager to support our Customer Care team. You will be responsible for building upon SunPower's customer service software. You are the product leader responsible for partnering with our Care team on the Agent experience to identify opportunities, build software to address these opportunities, and release these to our customers. You will deliver a series of immediate wins to improve our agent experience, and in parallel help define the future product vision for next year and look three years into the future for the Digital Care domain.This position involves regular communication with senior management on technical development, product strategy, status, and risks. Excellent listening, writing skills and very strong technical competency are essential. The role requires delivery and operation of a complex set of products at a very high-quality bar in a fast-paced environment.Key to success in this position is an equal passion for delivering new features as well as operating the existing applications at the highest level of quality, ensuring that our customers and partners have a world-class experience. The ideal candidate will be an independent and curious thinker who can make convincing, information-based arguments and will never stop learning about their customers' subject matter and areas of complexity.Also seeking candidates in Bellevue, WA; Austin, TX; Tempe, AZKey Deliverables in the first year:

  • Develop and execute on the product vision and strategy for our customer support experiences and agent tools
  • Become deeply involved with agents and agent managers to understand the day-to-day support experience and to transform it to the next level
  • Work with the SunPower Customer Care team to identify software pain points
  • Clearly articulate product decisions to users, the product team, internal stakeholders, and engineers
  • Manage project planning, sprint and release planning, demos and other Scrum-related meetings as needed
  • Create, maintain, prioritize, and sequence the product backlog based on business value or ROI
  • Work alongside other product managers to deliver interdependent feature sets
  • Clearly articulate product decisions to leadership, users, the product team, internal stakeholders, and engineers
  • Conduct post-launch user feedback sessions to support continuous software improvement
  • Ensure the products we build are straightforward to use and have customer-centric user interfacesRequired Qualifications:
    • Minimum 4 years of relevant experience
    • Demonstrated experience in product management, working closely with designers and engineers
    • Strong experience in customer service/contact center environment
    • Ability to dive deep and find gaps that need to be addressed; and effectively identify, communicate, and recommend the best available solution to implement
    • Strong verbal/written communication and inter-personal skills
    • Ability to handle multiple competing priorities in a fast-paced environment
    • Strategic thinker who will actively contribute as part of the Digital team, including setting strategy and deciding what our next best investments should bePreferred Qualifications:
      • Demonstrated ability to work with, and coordinate, cross- functional teams
      • Experience with software technologies, concepts, and architectural considerations, including those that utilize cloud computing
      • Thorough knowledge of current software design and development methodologies, processes, best industry practices, and techniques
      • Experience in the solar industry
      • A proven ability to communicate effectively to a wide variety of clients and partners
      • Ability to absorb complex subjects and distill into an easily digestible form for other team members
      • Self-starter, able to thrive in a fast-paced and continually changing environmentPay Range$141,960-$213,000*Other rewards may include annual bonus eligibility, short and long-term incentives, and a comprehensive and competitive benefits program which includes health insurance coverage, employee wellness, life and disability insurance, a retirement savings plan, paid holidays, paid time off, and so much more.*Please note the pay range provided is a good faith estimate for this position only and in the geographical location noted.Don't meet every single requirement?Studies have shown that women and underrepresented minorities are less likely to apply to jobs unless they meet every single qualification. At SunPower, we are dedicated to building a diverse, inclusive, and authentic workplace, so if you're excited about this role but your past experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.Equal Employment OpportunityThe Company is an equal employment opportunity employer and makes employment decisions, including but not limited to, hiring, firing, promotion, demotion, training, and/or compensation, on the basis of merit. Employment decisions are based on an individual's qualifications as they relate to the job under consideration. The Company's policy prohibits unlawful discrimination based on sex (which includes pregnancy, childbirth, breastfeeding, or related medical conditions, the actual sex of the individual, or the gender identity or gender expression), race, color, religion, including religious dress practices and religious grooming practices, sexual orientation, national origin, ancestry, citizenship, marital status, familial status, age, physical disability, mental disability, medical condition, genetic information, protected veteran or military status, or any other consideration made unlawful by federal, state or local laws, ordinances, or regulations. The Company is committed to complying with all applicable laws providing equal employment opportunities. This commitment applies to all persons involved in the operations of the Company and prohibits unlawful discrimination by any employee of the Company, including supervisors and co-workers.Accommodation for Applicants to SunPower CorporationSunPower Corporation is an Equal Employment Opportunity / Affirmative Action employer and provides reasonable accommodation for qualified individuals with disabilities and disabled veterans in job application procedures. If you have any difficulty using our online system and you need a reasonable accommodation due to a disability, you may use the following alternative email address to contact us about your interest in employment at SunPower Corporation: Please indicate in the subject that line of your email that you are requesting accommodation. Only candidates being considered for a position who require an accommodation will receive a follow-up response.NOTICE TO ALL APPLICANTS AND EMPLOYEESAvailability of Affirmative Action Plan for ReviewSunPower is a federal government contractor. As a part of the Company's obligations under law, it must develop a written Affirmative Action Program (AAP) for the Disabled, Recently Separated Veterans, Armed Forces Service Medal Veterans, Disabled Veterans and Active Duty Wartime Or Campaign Badge Veterans and for Women and Minorities as specified by law. Non-confidential and non-proprietary aspects of the AAP are available for inspection by applicantsand employees, consistent with applicable law, which will be made available during office hours by contacting the EEO Officer.

Keywords: SunPower, Richmond , Product Manager, Customer Care, Executive , Richmond, California

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