Lead, Residential Solar Service Operations

Job Summary:

As Lead, Residential Solar Service Operations, you will play a key role in leading a team that oversees the performance, operations, and maintenance of our residential solar portfolio while managing strategic partner and contractor relationships. In this role, you will be responsible for facilitating the resolution of maintenance issues, managing service invoices and costs, validating system operation, and ensuring seamless communication between internal teams, contractors, and customers. You will lead and develop a team of service partners to limit service tickets, resolve issues remotely, and resolve system issues efficiently, while communicating insights to partners to drive scalability, efficiency, and best-in-class service across a 500 MW+ residential solar business.

Primary Responsibilities:

Partner Management:

• Manage ongoing relationships with IGS’s partners to ensure operational and financial success for both our partners and IGS Solar.

• Coordinate with service providers and internal teams to resolve maintenance issues quickly and efficiently.

• Foster strong relationships with service providers, ensuring alignment with company service standards and requirements.

• Monitor contractor performance, compliance, and adherence to service level agreements, addressing any concerns proactively.

• Partner with Accounts Payable to resolve contractor payment or remittance issues; review contractor expenses and approve invoices for payment, ensuring accuracy and alignment with budget expectations.

• Work collaboratively to identify, research, and resolve partner issues swiftly and completely by leveraging an expert-level understanding of the business.

Team Leadership & Development:

• Lead the service team, including day-to-day management, training, and development of individual contributors.

• Mentor and support the team, providing guidance and day-to-day leadership to ensure high-quality service execution.

• Build and empower team members to grow in their careers and become more effective in the industry.

• Create and modify user guides, job aids, and documentation for training purposes.

Program Expertise & Training:

• Act as an Asset Management 360 platform expert, guiding new service partners through the onboarding process, ensuring clear understanding of IGS’s internal CRM, service requirements, and processes.

• Create clear instructional materials and deliver ad hoc training sessions with existing partners to maintain alignment with requirements.

• Assist service partners with education and training on IGS standards for solar installations & maintenance.

• Coordinate with IT to identify and resolve platform issues efficiently with minimum interruption to business processes.

Operational Efficiency & Reporting:

• Compile key reports and dashboards to gauge and grade partnerships across relevant metrics, such as first truck roll resolution rates, time to resolution, cost, and operational efficiency.

• Lead analysis of reports on maintenance trends and service case resolutions to drive data-driven decision-making.

• Collaborate with leadership to develop and refine workflows that enhance operational efficiency and service quality.

• Ensure the team maintains detailed documentation related to site visits, maintenance requests, and service activities; audit documentation to ensure accurate recordkeeping and compliance with best practices.

• Contribute to special projects and initiatives to support the continued growth and success of the Residential Solar business.

• Coordinate with leadership to identify and mitigate areas of risk exposure.

Required Skills:

• Excellent communication and interpersonal skills, both verbal and written, to interact effectively with customers, contractors, and partners.

• Demonstrates a drive for results, efficiency, and embraces the value of Continuous Improvement.

• Ability to adapt, evolve, and thrive in an ever-changing environment.

• Exceptional organizational skills and document management skills with an acute attention to detail.

• Positive attitude, self-motivated, strong analytical skills, results oriented, driven.

• Ability to navigate complex resolutions and master new technologies and platforms (e.g., IGS’s proprietary platform, partner portals, reporting portals, invoicing systems).

• Experience collaborating cross-functionally, internally and externally, to ensure seamless partner and customer experiences.

• Ability to simultaneously manage dozens of service contractor partnerships, multiple projects, and competing priorities in a fast-paced, dynamic industry.

• Ability to work both independently and as part of a team.

• Advanced knowledge of the Operation and Maintenance of photovoltaic systems.

Minimum Education and Experience:

• Degree in Business Administration, IT, Operations, Renewable Energy focused, or other applicable field of study a plus, but not required.

• 2-4+ years of experience in the Solar or Energy industry.

• Familiarity with multiple Residential Solar system architectures.

• 3+ years of experience using Excel for analysis and as a tool to communicate complex data effectively.

• NABCEP professional certification a plus.

• Relevant manufacturer install certifications a plus.

• Experience with Solar Shading tools such as Aurora/Solmetric Suneye preferred.

• Familiarity with Customer Relationship Management (CRM) software a plus.

• Intermediate skills in all MS Office Applications (Outlook, Excel, PowerPoint, Word, Visio, SharePoint).

Work Authorization: Applicants must be authorized to work in the US on a full-time basis. Unfortunately, a current or future need for sponsorship is not supported or available for this position.

Salary Range:

$67,150.00 - $107,440.00

*This range reflects base pay only. Incentive earnings, like commissions or bonuses, are not included.

This role is also eligible for an annual incentive plan based on company performance. 

How We Support Your Wellbeing:

Our employees are our most valuable asset. That’s why at IGS, we are committed to offering a holistic benefit program that allows employees to stay healthy, feel secure, and maintain flexibility in their wellbeing journey.

• Healthcare Essentials: Comprehensive coverage including medical (plus free telehealth), dental, vision, and employer health savings account contributions.

• Mental Wellbeing: Robust support through Headspace and free mental healthcare visits for you and your dependents.

• Family Planning Support: Extensive assistance with Maven, paid family and caregiver leave, and fertility, adoption, and surrogacy services.

• Financial Readiness: Strong financial foundation with a 401(k) plan, company match, and access to financial wellbeing tools.

• Work-Life Balance: Paid time off, tuition reimbursement, paid leaves, employee hardship fund, and a wide range of additional perks.

Equal Opportunity Employment:

It is the policy of IGS Energy to ensure equal employment opportunity in accordance with all applicable federal and state regulations and guidelines. Employment discrimination against employees and applicants due to race, color, religion, sex (including sexual harassment), national origin, disability, age, sexual orientation, gender identity, military status, and veteran status or other legally protected class under applicable law is prohibited. If you require a reasonable accommodation to complete any part of the application or interview process, please contact [email protected].