What are the responsibilities and job description for the Operations Manager - Contact Center position at SunStrong Management?
Role Overview
The Operations Manager of Customer Operations is responsible for functions that include Customer Care and Contract Transfers, ensuring exceptional service delivery and operational excellence across both areas. This role oversees the end-to-end customer experience for inquiries and contract transfers, driving process improvements, team performance, and compliance while maintaining proactive communication with customers and partners. The Operations Manager leads international teams, owns operational outcomes, and provides leadership visibility through KPI reporting and strategic initiatives
Key Responsibilities
Required Qualifications:
The Operations Manager of Customer Operations is responsible for functions that include Customer Care and Contract Transfers, ensuring exceptional service delivery and operational excellence across both areas. This role oversees the end-to-end customer experience for inquiries and contract transfers, driving process improvements, team performance, and compliance while maintaining proactive communication with customers and partners. The Operations Manager leads international teams, owns operational outcomes, and provides leadership visibility through KPI reporting and strategic initiatives
Key Responsibilities
- Own and oversee the end-to-end contract transfer process from intake through completion
- Identify process gaps, bottlenecks, and failure points; implement improvements to reduce cycle time and customer friction in Customer Operation processes
- Lead an international team of support specialists
- Establish clear operating standards, workflows, and escalation paths for non-standard or complex cases
- Partner with servicers and internal stakeholders
- Ensure customers, buyers, realtors, and escrow partners receive clear and timely communication throughout the transfer
- Own operational projects related to transfer automation, tooling, and process redesign
- Maintain compliance with contractual and regulatory requirements across all cases
- Own reporting for contract transfer performance and operational health
- Track and report on key KPIs including backlog volume, case aging, transfer and queue cycle time, and customer contact rates
- Provide regular executive updates on risks, trends, and improvement initiatives
- Use data to prioritize operational projects and staffing needs
- Daily and weekly performance reporting
- Agent coaching plans
- QA scorecards
- Contract transfer cycle time
- Queue close rates
- Repeat customer contacts related to transfers
- Percentage of transfers completed within escrow or closing timelines
- Team productivity and quality consistency
Required Qualifications:
- 5 years of experience in operations management, contact-center operations, or service delivery
- Experience leading teams in high-volume, process-driven environments
- Strong process improvement and analytical skills
- Excellent written and verbal communication skills
- Ability to travel internationally up to 25%
- Experience in residential solar, energy services, mortgage, title, or escrow operations
- Familiarity with solar contracts, PPAs, leases, or asset transfer processes
- Experience working with case management or CRM platforms such as Salesforce
- Experience with BPO Account Management and understanding of co-employment rules