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Senior Director of Service Operations

1 month ago

Arlington, Virginia, United States Dandelion Energy Full time
Job Title: Senior Director of Service Operations

As a Senior Director of Service Operations at Dandelion Energy, you will play a critical role in leading and managing all aspects of our HVAC support operations for our Home Builder, Commercial, and Residential customers. This position reports to the COO and requires a combination of strategic thinking, technical expertise, and customer focus.

Key Responsibilities:
  • Lead our enterprise support organization working with our most important clients
  • Drive a customer-centric mindset to ensure timely and effective resolution of issues
  • Develop and manage budgets and schedules, and provide regular reports to senior management
Department Leadership:
  • Hire and scale a department of in-person HVAC trainers
  • Hire and scale a department of level II phone support HVAC technicians
  • Manage existing field service team for residential customers
Optimization and Performance:
  • Focus on and increase productivity and quality of service metrics throughout the customer support call center
  • Establish and lead a high-performance culture that promotes high performers while managing out underperformers
  • Invest in our people with cross-training and personnel development to build team strength and flexibility
Requirements:
  • Bachelor's in a relevant field (e.g., engineering, business) required
  • Experience (10+ years) leading enterprise support teams
  • Technical proficiency in heat pump products or related technologies
  • Past responsibility leading a department, including developing its strategic plans
  • Success in a high-growth company
Competencies:
  • Excellent communicator
  • Strong analytical and problem-solving abilities
  • Metrics and KPI-driven leader
  • Team player
  • Organized
Benefits:
  • Health/Dental/Vision insurance
  • 401k plan
  • Stock/Equity options
  • Paid Sick and Vacation time (PTO)

You'll love working at Dandelion Energy because we're a team of experts in hardware engineering, HVAC installation, drilling, solar financing, behavioral economics, and high-growth operations. We're motivated by the potential to catalyze and scale a widespread transition to sustainable and affordable heating and cooling. Join us in creating a wholesale shift in how people heat and cool their homes.

Dandelion Energy is an equal opportunity employer committed to diversity and inclusion. We encourage qualified individuals from all backgrounds to apply for this position.