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Install Program Manager
2 months ago
**Join Treehouse**:
We are hiring a Director of Install Operations to join our team This is an opportunity to join an early stage company with an ambitious growth trajectory. The Install Program Manager oversees the design and execution of Treehouse’s post-sale customer experience, ensuring a transparent and supportive installation process for customers. The Install Program Manager also is responsible for the technical planning and coordination of installations prior to handoff to electricians in the field, delivering on our promise of first-time installation success. While installations may be executed through Treehouse-employed technicians or third party installers, the Install Program Manager is ultimately responsible for ensuring that every_ customer _experiences exceptional quality, professionalism, and service and that every _installer_ experiences safety, convenience, and clarity in their work.
The Director of Install Operations:
- Manages the post-sale customer experience, capturing and conveying all necessary information to customers, coordinating parties and installers.
- Oversees installation preparedness by ensuring that all sold projects adhere to code, comply with standard operating procedures, and are scoped with sufficient detail for first-time installation success.
- Creates infrastructure for effective project handoff, streamlining information and scope exchange for the best possible customer and installer experience.
- Manages Treehouse’s distributed installer network, coordinating with the Head Electrician to plan and deliver program updates, technical trainings, and to ensure compliance with licensing and insurance requirements.
- Oversees specialty hardware purchasing and delivery, including Treehouse’s 3PL program, and sources and negotiates with vendors to ensure best possible pricing and service.
- Monitors pricing accuracy relative to fulfillment costs to influence pricing strategy, conversion rates, and installer satisfaction.
- Designs, monitors, and reports on key performance metrics related to the customer’s experience, namely the time from sale to successfully completed installation.
- Identifies procedural, educational, and system gaps and contributes to continuous performance improvement across the organization, with a focus on Sales and Field teams.
- A Bachelor's degree in Engineering or a related field service, and/or electrical service fulfillment
- Two or more years of experience in customer operations, customer
- Proven track record of deploying systems and software to improve team efficiency and effectiveness
- Ability to work cross-functionally, bringing together multiple teams to drive toward a common goal
- Strong analytical and problem-solving skills, with the ability to use data to make decisions
- Exceptional verbal and written communication skills with an emphasis on interpersonal communication and collaboration
- Ability to thrive in a fast-past, early-stage company environment
- Comfort with independence, a bias for action, learning quickly, context-switching, and frequent iteration
- Passion for the electrification movement
This position may be based in San Francisco, Denver, or Chicago.
Featured benefits include:
- Medical insurance
- Vision insurance
- Dental insurance
- 401(k)
- Unlimited paid time off
