Manager, Service Operations

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.