Senior Affiliate Experience Manager

2 weeks ago

Denver, Colorado, United States Sunrun Full time
About the Role

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.

Key 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
  • 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.

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