Sunrun is looking to improve its customer experience and optimize logistics and warehouse operations by hiring a Director of Product & CX to champion the voice of the customer and drive continuous improvement.
Requirements
- Proven experience in a leadership role focused on customer experience, operations, or a related field.
- Strong understanding of customer care best practices and methodologies.
- Demonstrated ability to drive continuous improvement initiatives and implement lean methodologies.
- Experience with warehouse operations, inventory management, and logistics programs.
- Ability to analyze data, define KPIs, and drive performance improvements.
- Strategic thinker with a track record of developing and executing strategic roadmaps.
- Knowledge of industry trends and emerging technologies relevant to customer experience and operations.
Responsibilities
- Draft and communicate the product roadmap, ensuring it aligns with overall company goals and business objectives.
- Develop and implement strategic plans to optimize warehouse and logistics operations, including inventory management, order fulfillment, and shipping/receiving.
- Define and drive the strategic roadmap for next-generation product solutions.
- Continuously develop and expand processes to streamline customer experience (CX) workflows and drive continuous improvement.
- Establish and monitor key performance indicators (KPIs) to measure and improve warehouse performance, inventory accuracy, and on-time delivery.
- Ensure robust development processes are maintained and that requirements are defined, tracked, and communicated effectively.
- Develop and manage an enterprise logistics program, including vendor management of major couriers and optimizing shipping contracts.
Other
- 10+ years of progressive leadership experience in customer experience, operations, or a related field
- Excellent cross-functional collaboration and communication skills.
- Exceptional problem-solving and analytical abilities.
- Bachelor of Business or Engineering. MBA preferred.
