Senior Experience Strategist, Operations

Job Description

We're hiring an Experience Strategist to design and improve the post-sale customer and operator experience, across Haven's service delivery lifecycle, from system installation through Permission to Operate (PTO) and ongoing monitoring and maintenance (O&M)

This role sits at the intersection of operations, product, and customer support. You'll ensure our systems, processes, and tools work together as a cohesive whole-not a collection of disconnected parts.

You are both a strategist and builder: defining the experience vision while also driving implementation across tooling, workflows, and communication systems. You think in systems, use design thinking to cut through complexity, and are comfortable getting hands-on with CRM, automation, and AI tooling.

What you'll do

• Define the Experience. Craft and maintain a clear, compelling vision for the customer/partner experience from Installation > Ongoing customer engagement Advocate for simplicity, clarity, consistency across touchpoints (design, install, support, interconnection, service, etc.)
• Diagnose the Journey. Map journeys and workflows to identify friction and gaps for customer, operators, and partners. Focus on root causes across teams, tools, and processes
• Drive Cross-Functional Alignment. Act as a connective layer across Product, Ops, and Customer teams. Drive alignment on priorities, tradeoffs, and experience standards
• Shape Solutions & Implementation. Turn ambiguous problems into clear, executable plans. Partner with Product and Ops on implementation of processes and systems. Directly implement where needed-especially across CRM, automation workflows, and AI-enabled tools

Example initiatives you might own

• Customer communication systems (milestone-based, automated + human touchpoints, phone and sms tooling)
• CRM architecture and design to reflect real project status and facilitate easy updates
• Cross-functional handoffs (Sales → Install → Service)
• Fixing breakdowns in customer coordination or issue management that result in escalations
• Customer, operator, and partner feedback loops
• Internal and External Knowledge Bases, Agents, or Training Documentation to reduce user friction

You might be a great fit if

• Strong systems thinker-able to zoom out and into details, focused on simplifying complexity
• Analytically talented - abl to take structured and unstructured data to identify patterns and root causes
• Experienced in design thinking, service design, or experience strategy
• Technically fluent and hands-on (CRM, automation tools, AI)
• Comfortable driving ambiguous, cross-functional work
• Strong facilitator and communicator

Why Join Us?

At Haven Energy, you'll have the opportunity to lead a transformative business to build a more resilient energy infrastructure. You'll work with a passionate team, enjoy a collaborative work environment, and have opportunities to grow and shape the future of DER deployments. Haven offers competitive salaries, equity ownership, performance bonuses and a flexible work environment.

Equal Employment Opportunity

Haven embraces diversity and is an Equal Employment Opportunity employer. Employment is decided on the basis of qualifications, merit, and business need. We do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or any other status protected under federal, state, or local law.