Senior Director Operations, Customer Experience

Arcadia is the technology company empowering energy innovators and consumers to fight the climate crisis. Our software and APIs are revolutionizing an industry held back by outdated systems and institutions by creating unprecedented access to the data and clean energy needed to make a decarbonized energy grid possible.

In 2014, Arcadia set out on its mission to break the fossil fuel monopoly and since then we have been knocking down the institutional barriers to unlock decarbonization. To date, we have connected hundreds of thousands of consumers and small businesses with high-quality clean energy options. Fast forward to today, and now, we’re thinking even bigger. We have launched Arc, an industry-defining SaaS platform that empowers developers and energy innovators to deliver their own custom, personalized energy experiences, accelerating the transformation of the industry from an analog energy system into a digitized information network.

Tackling one of the world’s biggest challenges requires out-of-the-box thinking & diverse perspectives. We’re building a team of individuals from different backgrounds, industries, & educational experiences. If you share our passion for ushering in the era of the clean electron, we look forward to learning what you would uniquely bring to Arcadia!

The Senior Director of Operations, Customer Experience will be responsible for performance and evolution of all aspects of Arcadia’s agent assisted and hybrid (self-directed / agent assisted) process and technology stack impacting the Customer Experience function. In this role, the leader will be responsible for the definition and implementation of new processes and technologies that together yield both an outstanding customer experience and attractive operating leverage.

• Continuous improvement of both customer experience and service efficiency
• Identification of and realization of quick wins through tactical improvement in existing processes and systems
• Identification of performance gaps and opportunities in customer facing processes and systems
• Develop and run customer onboarding programs to ensure customers quickly achieve value from the product
• Responsible for definition and development of proactive customer communication techniques to increase predictability / reduce urgency of activated customers
• Responsible for ongoing process and technology improvements for both customer and agent experience
• Realization of customer experience and agent performance improvements through platform expansion to state of the market technologies (including natural language understanding, machine learning, chat, bot, and multi-channel engagement, and cross channel context preservation)
• Responsible for the implementation and maintenance of Customer Support’s cloud-based contact center solution providing services for inbound, outbound, and omnichannel services. Platform components include IVR, ACD, outbound dialer, workforce management, real time and offline QA / agent feedback, survey and payment integration.
• Supervises a team to provide customer success, analytics, process mapping, and business requirements testing and execution for the Customer Experience department
• Responsible for high impact, central initiatives to transform the Customer Experience department during a period of high growth
• Builds, Maintains, and Executes Customer Experience scorecards and KPI management
• Conducts analyses and builds cases to develop and evolve customer experience operations and efficiencies
• Proactively identifies key areas for process improvement through data analysis and critical thinking and implements process improvement projects to build efficiencies
• Ensures process documentation and process flows are developed for current and new processes; supervises project and user story requests

• Education required: Bachelor’s degree in business, technology, finance, or related field
• Architectural awareness and business centered command of cloud based customer engagement platforms such as Talkdesk, Salesforce Service Cloud, Five9, NICE, Amazon Connect
• 10+ years’ work experience including supervisory/manager experience with one or more direct reports
• Experience leading remote and/or global teams
• Strong analytical and meticulous aptitude with a high degree of accuracy
• Advanced and highly skilled in quantitative analysis using Excel, Tableau, and SQL based report-builders

• Master’s degree or PMP certified
• One or more successful customer engagement platform transformation projects

• "Remote first" culture - work anywhere in the US as long as you have a reliable internet connection
• Flexible PTO - no accrued hours and no limit on the number of vacation days employees can take each year
• 17 annual company-wide holidays including a week long "summer break"
• 10 days sick leave
• Up to 4 weeks bereavement leave
• 2 volunteer days off
• 2 professional development days off
• 12 weeks paid parental leave for all parents
• Weekly "flex time" - no internal meetings on Tuesdays and Friday afternoons
• 80-95% employer cost coverage for medical, dental, and vision benefits for employees and dependents

Here at Arcadia, we cultivate diversity, celebrate individuality, and believe unique perspectives are key to our collective success in creating a clean energy future. Arcadia is committed to equal employment opportunities regardless of race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, protected veteran status, or any status protected by applicable federal, state, or local law. 

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Target Annual Compensation Range for this role will be $155,000 to $250,000. There will also be a competitive benefits and equity (bonus if applicable) component to the package. The exact compensation at which this job is filled will be determined by the skills, experience, and location of the qualified candidate.