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Sr. Affiliate Experience Manager

2 months ago

San Francisco, United States Sunrun Full time

Everything we do at Sunrun is driven by a determination to transform the way we power our lives. We know that starts at the individual employee level. We strive to foster an environment you can thrive in through our commitment to diversity, inclusion and belonging.

Sunrun is seeking a highly collaborative and proactive Sr. Affiliate Experience Manager to join our Affiliate Partner team. This role is responsible for driving initiatives that enhance partner engagement and customer satisfaction, integrating the needs of both Affiliates and end consumers into operational frameworks.

The Sr. Affiliate Experience Manager will utilize their B2B2C expertise to analyze customer experience metrics within our Affiliate network and lead escalation resolution strategies. This includes supporting the Account Staff in resolving conflicts and improving performance outcomes.

ESSENTIAL DUTIES AND RESPONSIBILITIES 

Represent the customer within the organization, collaborating with the technology team to align product developments and system updates with customer needs.

Take ownership of resolving customer issues, escalating to legal and compliance teams when necessary, to ensure timely resolutions.

Facilitate research and investigation into Sales ROE (Rules of Engagement) claims, working with customer care and compliance teams to ensure fair outcomes.

Analyze escalation trends and customer survey data to address recurring issues proactively.

Identify and advocate for process improvements to enhance customer experience and reduce escalation incidents.

Communicate customer satisfaction metrics, escalation performance, and conflict resolution trends to Affiliate Leadership.

Coordinate with Sales, Business Development, Customer Care, Marketing, Legal Escalations, Compliance, and Technology to deliver a consistent and effective customer and partner experience.

Administer bi-annual Affiliate surveys to capture feedback on programs and platforms.

Work closely with Account and Program Staff to understand and resolve customer issues, ensuring satisfaction.

Lead policy development and process implementation to support Affiliate Experience Specialists and Partner Pipeline Managers in resolving aging pipeline-related escalations.

Manage subcontractor relationships and oversee project completion for distressed Affiliate customers.

Escalate service tickets related to escalations, ensuring accurate documentation and timely resolution.

REQUIREMENTS (EDUCATION, EXPERIENCE, CERTIFICATIONS, AND OTHER SKILLS)

Bachelor's degree preferred.

Bilingual in Spanish and English preferred.

Minimum of 5 years of experience in B2B2C management, partner or customer experience management, or a similar role.

Demonstrated expertise in conflict resolution and managing partner/customer escalations in a dynamic environment.

Strong analytical skills with the ability to track, analyze, and interpret escalations to identify trends and recommend preventive measures.

Exceptional communication and interpersonal skills, with the ability to effectively engage with diverse stakeholders.

Detail-oriented with the capability to manage multiple tasks and priorities simultaneously.

Collaborative mindset and proven ability to work effectively within a cross-functional team environment.

PHYSICAL DEMANDS

Be able to remain in a seated position for more than 50 percent of the workday

Sufficient hand, arm, and finger dexterity to operate a computer keyboard and other office equipment

Ability to exert up to 10 pounds of force and occasionally lift and or move up to 15 pounds

Have adequate visual and hearing acuity to follow instructions, operate office equipment and determine the accuracy of the work assigned

Ability to perform normal office duties

Ability to operate office equipment including computers and determine the accuracy of work

Recruiter:Laura Morgan (laura.morgan@sunrun.com)

Please note that the compensation information that follows is a good faith estimate for this position only and is provided pursuant to acts, such as The Equal Pay Transparency Act. It assumes that the successful candidate will be located in markets within the United States that warrant the compensation listed. Candidates in locations outside this local area may have a different  starting salary range for this opportunity which may be higher or lower.  Please speak with your recruiter to learn more.

Starting salary/wage for this opportunity:$67,831.31 to $90,441.75

Other rewards may include annual bonus eligibility, which is based on company and individual performance, short and long term incentives, and program-specific awards.  Sunrun provides a variety of benefits to employees, including health insurance coverage, an employee wellness program, life and disability insurance, a retirement savings plan, paid holidays and paid time off (PTO). A candidate’s salary history will not be used in compensation decisions. 

This description sets forth the general nature and level of the qualifications and duties required of employees in this job classification, as well as some of the essential functions of this role.  It is not designed to be a comprehensive inventory of all essential duties and qualifications.  If you have a disability or special need that may require reasonable accommodation in order to participate in the hiring process or to perform this role if you are offered employment, please let us know by contacting us at candidateaccomodations@sunrun.com.

Sunrun is proud to be an equal opportunity employer that does not tolerate discrimination or harassment of any kind. Our commitment to Diversity, Inclusion & Belonging drives our ability to build diverse teams and develop inclusive work environments. At Sunrun, we believe that empowering people and valuing their differences are essential for our mission of connecting people to the cleanest energy on earth. We are committed to equal employment opportunities without consideration of race, color, religion, ethnicity, citizenship, political activity or affiliation, marital status, age, national origin, ancestry, disability, veteran status, sexual orientation, gender identity, gender expression, sex or gender, pregnancy or any other basis protected by law. We also consider qualified applicants with criminal convictions, consistent with applicable federal, state and local law.