Program Operations Manager

Job Description

At Omnidian, our Field Service organization provides homeowners peace of mind by owning the repair of their solar and storage systems end-to-end. We continuously improve the services we provide to drive consistent, proactive, and timely issue resolution for our customers and scale the operations frugally for our business profitability. To that end, we seek a leader to envision, prioritize, design, and implement support process and tools optimization in our global field service teams.

What You'll Do

• At Omnidian we believe in trust and autonomy. How you create an impact is ultimately up to you. Here is an outline of some of the things you'll be doing:
  • Optimizing Processes and Tools
  • Identify and implement operational process and tool changes to enhance productivity and customer satisfaction.
  • Collaborate with operations, training, product, sales, marketing, business intelligence, and software teams to define and execute tool and process improvements.
  • Monitor metrics and surface early signals of inefficiencies or opportunities for improvement.
  • Building Cross-Functional Relationships
  • Establish partnerships with cross-functional teams to influence roadmaps that reduce inefficient demand and improve the customer experience.
  • Champion customer and team-centric solutions within the organization.
  • Problem-Solving and Strategic Leadership
  • Contribute to problem-solving by surfacing issues and helping to develop data-informed recommendations.
  • Support tracking of goals, metrics, and deliverables.
  • Share insights and observations that help evolve our field service strategy and execution over time.
  • Program and Change Management
  • Collaborate with operational leaders, training and knowledge management to plan cross-functional action plans that operationalize new or changes to existing services and tools.
  • Create and implement mechanisms to ensure and communicate progress, timing, and success of changes made in operational processes.

Key Performance Expectations

• Reduce process inefficiency. Metrics: handling time, cycle time for issue resolution
• Improve team productivity. Metrics: response times, SLA adherence
• Improve service quality. Metrics: customer satisfaction, ops consistency and process adherence, ops data accuracy

Who You Are

• You have a customer-first mindset, excelling at balancing their needs with business goals.
• You thrive on collaborative problem-solving, fostering strong relationships across functions that drive performance.
• You are an effective communicator, skilled at conveying complex concepts to diverse audiences.
• You are a self-starter with a proven ability to navigate ambiguity and drive change.
• You adapt to dynamic environments, always seeking innovative ways to improve operations.
• You create clarity, forward progress, and quality delivery through order, standardization, and inspection.

Experience You'll Need

• 7+ years of cross functional process/service delivery experience
• 5+ years of team management experience in customer-facing operations
• 3+ years of working cross functionally with tech and non-tech teams
• Experience defining process requirements and using data and metrics to determine improvements

Experience That's a Plus

• Experience in businesses with field or remote service delivery
• Knowledge of the solar industry.
• Expertise in using CRM, IVR, KMS, WFM, or similar support operations tools.
• Experience leading remote teams in fast-paced environments.
• Strong track record of stakeholder management and influencing leadership.

Logistics

• We plan to have this role start on or before April 21.
• We are unable to provide sponsorship for this role, now or in the future

Work-Life & Culture

• Most of our roles offer the opportunity to work remotely
• If you are in the Seattle area, we offer a vibrant office space in the historic and beautiful Smith Tower, in the heart of Pioneer Square
• We prioritize applicants near one of our employee clusters and offer one or more local gatherings per year
• We provide outstanding benefits including family medical, dental, vision, disability, 401(k) administration and $1k match per year and thoughtful paid time off
• We offer 12 weeks of paid parental leave to all FTE employees (birthing and non-birthing) after 1 year, and four-week paid sabbatical leave after four years
• We offer a competitive total compensation package that includes monthly health insurance premiums, bonuses and long-term stock options for every employee
• We love to lift each other up through company-wide slack channels such as #puppiesandpets, #omnidian-wellness, #praiseandbooms and #sustainablefuture
• We have affinity groups to help employees feel seen and supported, such as Rainbow Array, BIPOC, Thriving Survivors, Vets at Omnidian, Black Lights Matter and Neurospicy R Us
• We are a passionate, mission driven team that believes in collaboration, mutual respect and trust. For examples, come Discover our Story!

Grow with Us

• We mentor and invest in our employees and prioritize them for future opportunities. Check out our Instagram reels to see a few career journey examples
• Internal candidates: Check out our advice on Internal Transfer: Job Application Process
• We're a fast-growing startup, which means we're constantly reinventing processes, adding new products, and asking people to use all of their skills and talents. That means there's gonna be a lot of opportunities for you to grow, which also means you will likely be stretched in ways you've never experienced in a job before. If you are resilient, determined, and not afraid of a big challenge, come apply.

$83,300 - $120,000 a year

Midpoint: $100,000

Comprehensive Benefits: We've got you covered with 100% of health insurance monthly premiums for employees, and 50% for dependents.

Performance Bonus: Because exceptional work deserves exceptional rewards. Eligibility begins after 90 days.

Equity Stake: Join us in shaping the future and be rewarded for your dedication with stock options.

Continuous Growth: Up to $500 annual learning reimbursement because investing in your development is investing in our success.

Committed to Parity: We place candidates within the band based on professional experience, not negotiating skills, as part of our overall effort to avoid gender pay discrepancy.

Privacy

California-based candidates: To understand more about the data we collect and process as part of your application, please view our California Job Candidate Privacy Policy. https://www.omnidian.com/privacy-policy-ca-candidates/

Diversity and Inclusion

We strongly believe that diversity of experience, perspectives, and background will lead to a better environment for our employees and a better product for our customers. We are committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. We value diversity and inclusion and are committed to ensuring our hiring and retention practices, as well as our office culture, reflects this value.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Omnidian is an equal opportunity employer. We are committed to diversity in the workplace. We make employment decisions on the basis of merit and business need. We hire without consideration to age, ancestry, citizenship, disability, gender expression, gender identity, marital status, national origin, political activity or affiliation, race, religion, sexual orientation, veteran status, or any other basis protected by law.

We invite you to be part of our mission to create a workplace that is inclusive and welcoming to all.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.