Manager, Service Operations

Palmetto · 1616 Camden Rd Charlotte, NC 28203

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Back to jobs Manager, Service Operations 1616 Camden Rd Charlotte, NC 28203 Apply Company Description Palmetto is a leading clean tech company on a mission to accelerate the transition to a clean energy future. With a belief that consumers can have it all, we are an uncompromising energy company that makes coming clean a no brainer. Our award-winning technology platform empowers homeowners, businesses, and entrepreneurs to adopt renewable energy through simple, scalable, and innovative solutions. Operating at the intersection of B2B and D2C, we offer software, financial products, and services that drive real environmental impact—without compromising value. We deliver end-to-end solutions for whole home electrification that put clean energy within reach for all. Our employees are our most valuable resource. We foster a promote-from-within culture that prioritizes talent development, career growth, and purpose-driven work. Palmetto offers a comprehensive benefits package—including unlimited PTO, medical, dental, and vision coverage, paid parental leave, retirement plans, and more—so you can have it all both personally and professionally. Palmetto prioritizes people, planet, and profit—backed by a culture that values collaboration, impact, and balance. Join us in building a brighter, cleaner world. Location This position will be based in Charlotte, NC. Reporting This position will report to the Director of Service Operations. Summary of Role The Manager of Service Operations is responsible for leading Palmetto’s post-PTO service coordination function, overseeing the end-to-end workflow from intake through site visit scheduling and invoicing. This role owns operational performance across service coordination, including resolution timelines, partner execution, cost efficiency, and customer experience. This position oversees a team of Service Project Coordinators, ensuring consistent execution of service workflows at scale while maintaining high standards for quality, speed, and cost control. The Manager of Service Operations also owns the service partner ecosystem, including onboarding, performance management, and ongoing operational oversight, while partnering with leadership on broader partner strategy, expansion, and pricing. This is a leadership-focused role with accountability for operational outcomes, process design, and cross-functional alignment across Product, Field Operations, Supply Chain, and Asset Management. Strategic & Tactical Own the service coordination operation from intake through scheduling, service resource assignment, and invoicing, ensuring consistent execution across all service requests that require site visits. Lead and develop a team of Team Leads and Service Project Coordinators, setting clear performance expectations, monitoring KPIs, and driving accountability across throughput, SLA adherence, and customer outcomes. Drive performance against core operational metrics, including site visit resolution timelines, partner SLA adherence, cost of service (OpEx and partner spend), and customer experience. Oversee service queue health and capacity planning, proactively identifying risks to SLA performance, backlog growth, or resource constraints, and implementing corrective actions. Own the service partner lifecycle, including onboarding, training, performance monitoring, and regular business reviews. Establish clear expectations for quality, responsiveness, and reporting. Manage partner performance through structured scorecards, pipeline reviews, and escalation management, ensuring adherence to contractual SLAs and consistent service delivery. Partner with senior leadership on partner strategy, including network expansion, market coverage, and pricing optimization, providing data-driven recommendations based on performance and cost trends. Act as the escalation point for complex, high-impact, or time-sensitive service issues, ensuring timely resolution and appropriate stakeholder communication. Define, implement, and continuously improve service coordination workflows, SOPs, and operational standards to support scale, efficiency, and consistency. Collaborate cross-functionally with Product and Engineering to define system requirements, automation opportunities, and workflow improvements within Salesforce and related platforms. Identify operational inefficiencies, recurring failure points, and cost drivers, and lead initiatives to improve scalability, reduce cost, and enhance customer experience. Ensure accurate and timely invoicing processes, including validation of partner work, cost controls, and alignment with approved scopes of work. Qualifications BS/BA is preferred. Minimum 3 years of experience in residential solar installation, with a strong understanding of system components, installation practices, and common service issues. Minimum 2 years of experience managing teams in a service, operations, or field coordination environment. Demonstrated experience leading operational functions with accountability for KPIs such as timelines, cost, and customer experience. Strong experience working with third-party service providers or contractor networks, including performance management and operational oversight, is recommended. Proven ability to build and scale processes in a fast-paced, high-volume operational environment. Strong analytical mindset with the ability to use data to drive decision-making, identify trends, and improve performance. Experience working with CRM and field service management platforms (e.g., Salesforce Service Cloud, Field Service, or similar systems). Ability to define business requirements and partner with Product/Engineering teams to implement system and workflow improvements. Excellent communication skills, with the ability to manage cross-functional stakeholders and drive alignment across teams. Highly organized, detail-oriented, and capable of managing multiple priorities simultaneously. Success Defined Success in this role is measured by consistent delivery against key operational metrics and the ability to scale service coordination efficiently without compromising quality or customer experience. Service Resolution Timeline (Site Visit Portion) Achieve and maintain target median timeline from intake to resolution, ensuring backlog health and minimizing delays in customer resolution. Partner Performance & SLA Adherence Ensure high compliance with partner SLAs across acknowledgement, scheduling, and completion timelines through structured performance management, scorecards, and regular pipeline reviews. Cost of Service & Customer Experience Optimize cost per site visit through effective resource allocation and partner management while maintaining strong customer satisfaction (CSAT) across service interactions. Employment is contingent upon the successful completion of a background check. Equal Employment Opportunity Palmetto embraces diversity and is an Equal Employment Opportunity employer. Employment is decided on the basis of qualifications, merit, and business need. We do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or any other status protected under federal, state, or local law. For more about our Privacy Policy, visit: https://palmetto.com/privacy-policy Create a Job Alert Interested in building your career at Palmetto Clean Technology? Get future opportunities sent straight to your email. Create alert Apply for this job * indicates a required field Autofill my application First Name* Last Name* Email* Phone Country* Phone* Location (City)* Locate me Resume/CV* Attach Attach Dropbox Google Drive Enter manually Enter manually Accepted file types: pdf, doc, docx, txt, rtf LinkedIn Profile Website Are you a current or former employee of Palmetto? If you are a current employee, please apply to the position via the Internal Job Board. * Select... https://app8.greenhouse.io/internal_job_board Will you now or in the future require visa sponsorship? (e.g., H1-B, TN, O-1, F-1 OPT/STEM OPT, or other work-authorized statuses)* Select... What is your current location? (City, State)* Please note that this position requires working in the office four days per week in our Charlotte HQ (Monday–Thursday). Are you able to accommodate this schedule? * Yes No Do you have any agreements with a current or former employer, such as a non-compete or non-solicitation agreement, that would restrict your ability to work for Palmetto? * Select... Do you have experience in residential solar?* Select... How did you hear about Palmetto?* Select... U.S. Standard Demographic Questions We invite applicants to share their demographic background. If you choose to complete this survey, your responses may be used to identify areas of improvement in our hiring process. How would you describe your gender identity? Select... How would you describe your racial/ethnic background? Select... How would you describe your sexual orientation? Select... Do you identify as transgender? Select... Do you have a disability or chronic condition (physical, visual, auditory, cognitive, mental, emotional, or other) that substantially limits one or more of your major life activities, including mobility, communication (seeing, hearing, speaking), and learning? Select... Are you a veteran or active member of the United States Armed Forces? Select... Voluntary Self-Identification For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file. As set forth in Palmetto Clean Technology’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law. Gender Select... Are you Hispanic/Latino? Select... Race & Ethnicity Definitions If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows: A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability. A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service. An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense. An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985. Veteran Status Select... Voluntary Self-Identification of Disability Form CC-305 Page 1 of 1 OMB Control Number 1250-0005 Expires 07/31/2029 Why are you being asked to complete this form? We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years. Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp. How do you know if you have a disability? A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to: Alcohol or other substance use disorder (not currently using drugs illegally) Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS Blind or low vision Cancer (past or present) Cardiovascular or heart disease Celiac disease Cerebral palsy Deaf or serious difficulty hearing Diabetes Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders Epilepsy or other seizure disorder Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome Intellectual or developmental disability Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD Missing limbs or partially missing limbs Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS) Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities Partial or complete paralysis (any cause) Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema Short stature (dwarfism) Traumatic brain injury Disability Status Select... 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