Palmetto Clean Technology

Palmetto Clean Technology

Manager, Service Operations

1616 Camden Rd Charlotte, NC 28203 · Director · Contract

Sponsorship not specifiedDetected 14 days ago
SalesforceCRMSupply ChainPerformance ManagementLeadershipCommunicationCollaborationOrganizational SkillsRenewable Energy

About the role

  • Our employees are our most valuable resource.
  • We foster a promote-from-within culture that prioritizes talent development, career growth, and purpose-driven work.
  • Palmetto prioritizes people, planet, and profit-backed by a culture that values collaboration, impact, and balance.

Responsibilities

  • Own the service coordination operation from intake through scheduling, service resource assignment, and invoicing, ensuring consistent execution across all service requests that require site visits.
  • Lead and develop a team of
  • Team Leads and Service Project Coordinators, setting clear performance expectations, monitoring KPIs, and driving accountability across throughput, SLA adherence, and customer outcomes.
  • Drive performance against core operational metrics, including site visit resolution timelines, partner SLA adherence, cost of service (OpEx and partner spend), and customer experience.
  • Own the service partner lifecycle, including onboarding, training, performance monitoring, and regular business reviews.
  • Manage partner performance through structured scorecards, pipeline reviews, and escalation management, ensuring adherence to contractual SLAs and consistent service delivery.
  • Define, implement, and continuously improve service coordination workflows, SOPs, and operational standards to support scale, efficiency, and consistency.
  • Collaborate cross-functionally with Product and Engineering to define system requirements, automation opportunities, and workflow improvements within Salesforce and related platforms.
  • Identify operational inefficiencies, recurring failure points, and cost drivers, and lead initiatives to improve scalability, reduce cost, and enhance customer experience.
  • Ensure accurate and timely invoicing processes, including validation of partner work, cost controls, and alignment with approved scopes of work.

Requirements

  • Minimum 3 years of experience in residential solar installation, with a strong understanding of system components, installation practices, and common service issues.
  • Minimum 2 years of experience managing teams in a service, operations, or field coordination environment.
  • Experience working with CRM and field service management platforms (e.g., Salesforce Service Cloud, Field Service, or similar systems).
  • Success in this role is measured by consistent delivery against key operational metrics and the ability to scale service coordination efficiently without compromising quality or customer experience.
  • Demonstrated experience leading operational functions with accountability for KPIs such as timelines, cost, and customer experience.
  • Strong experience working with third-party service providers or contractor networks, including performance management and operational oversight, is recommended.
  • Proven ability to build and scale processes in a fast-paced, high-volume operational environment.
  • Strong analytical mindset with the ability to use data to drive decision-making, identify trends, and improve performance.
  • Ability to define business requirements and partner with Product/Engineering teams to implement system and workflow improvements.
  • Excellent communication skills, with the ability to manage cross-functional stakeholders and drive alignment across teams.
  • Highly organized, detail-oriented, and capable of managing multiple priorities simultaneously.
  • Success Defined
  • Service Resolution Timeline (Site Visit Portion)

Nice to have

  • BS/BA is preferred.

Benefits

  • Oversee service queue health and capacity planning, proactively identifying risks to SLA performance, backlog growth, or resource constraints, and implementing corrective actions.
  • Partner with senior leadership on partner strategy, including network expansion, market coverage, and pricing optimization, providing data-driven recommendations based on performance and cost trends.

Equal opportunity

  • Palmetto 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.
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