SunStrong Management · 3 hours ago
Operations Manager - Contact Center
Houston, TX
Full-time
Onsite
Senior Level
5+ years expSunStrong Management is seeking an Operations Manager for Customer Operations, responsible for overseeing Customer Care and Contract Transfers. The role focuses on ensuring exceptional service delivery, driving process improvements, and leading international teams while maintaining compliance and effective communication.
BillingEnergyRenewable Energy
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
Qualification
Required
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%
Preferred
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
Company
SunStrong Management
SunStrong Management is a forward-thinking asset management firm.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$1.15B2025-10-03Debt Financing· $900M
2025-06-02Debt Financing· $254M
Leadership Team
Brendon Merkley
CEO
Paul Mathews
Chief Revenue Officer (CRO)
Company data provided by crunchbase