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: jobs@sunpower.com. 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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