Process Manager

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Manage a team of Program Support personnel within the Sales and Marketing Execution organization in a fast-paced, highly collaborative environment. The Sales & Marketing Execution group provides operational analysis, execution support, and continuous improvement for Retail mass marketing products, campaigns, customer communications, marketing programs, channels, and regulatory activities nationwide. This role offers broad exposure to retail operations and marketing strategy while enabling the development of deep functional expertise.

The team partners closely with IT, Marketing, Legal, Regulatory, Customer Care, Mass Operations, and external vendor partners to deliver results across Residential, Small Business, Builder/Multi‑Family, and Home Solar market segments. Successful incumbents demonstrate strong problem‑solving skills, operational judgment, and the ability to work effectively across complex, cross‑functional environments.

• Lead a nationwide team responsible for identifying, analyzing, and correcting complex SAP and system‑related issues across enrollment, fulfillment, billing, and service operations.
• Monitor productivity, establish performance expectations, drive accountability, and lead small- to medium‑scale operational and process improvement initiatives.
• Establish and maintain methods for performance monitoring, trend analysis, and management reporting to support data‑driven decision‑making.
• Evaluate existing processes, strengthen operational controls, and implement enhancements to improve accuracy, efficiency, and scalability.
• Partner with business units, Marketing, Operations, and IT to resolve operational issues and meet customer, regulatory, and business requirements.
• Drive workflow optimization efforts and implement innovative, sustainable process solutions.
• Serve as a subject matter expert (SME), manage escalations, and guide stakeholders through complex operational challenges.
• Coach, mentor, and evaluate team members; identify skill gaps and develop targeted training and development plans.
• Manage team administrative responsibilities, including timekeeping, system access, onboarding support, and personnel‑related matters.
• Communicate weekly operational performance, error inflow/outflow trends, risks, and insights to leadership.
• Apply emerging technologies, including artificial intelligence, automation, and advanced analytics, to improve operational effectiveness.
• Analyze data using SQL, Excel, and other analytical tools to generate insights and support recommendations.
• Conduct economic evaluations, return‑on‑investment analyses, and trade‑off assessments to inform prioritization decisions.
• Align team deliverables and initiatives with long‑term business strategy and organizational objectives.
• Support change adoption, operational readiness, and stakeholder enablement for new capabilities and initiatives.
• Synthesize complex insights into clear, actionable recommendations for leadership.
• Support budgeting, forecasting, vendor management, and strategic initiatives as assigned.

• Hybrid working environment with four days in‑person.
• Open and flexible office environment when physically in the office.
• Some overtime may be required as business needs or special projects arise.
• Minimal travel as required.

• Undergraduate degree from an accredited four‑year college or university is required, with a focus on operations, computer science, engineering, or a related field preferred.
• 5+ years of professional experience in an Operations/IT/Project Management/Consulting/Business Analyst role.

NOTE:

Success Factors will automatically disqualify a candidate if a candidate does not meet these requirements.

• Demonstrated experience leading cross‑functional initiatives from…