{"id":1402135,"url":"https://alion.io/job/palmetto-manager-service-operations","title":"Manager, Service Operations","company":{"id":179565,"name":"Palmetto","domain":"palmetto.com","url":"https://alion.io/company/palmetto-2","size_band":"11-50","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":null},"role":"HR","role_family":"HR","seniority":"middle","employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Charlotte, United States","United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":60000,"max_usd":115000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":1377},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Salesforce","optional":false}],"status":"live","first_seen_at":"2026-06-10T21:41:08Z","employer_posted_date":"2026-09-28","last_verified_at":"2026-10-21T23:19:07Z","board_verified":true,"closed_at":null,"days_open":133,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":132},"description":"Company Description\nPalmetto is a consumer energy platform that provides homeowners with a single destination to discover, purchase, finance, install, monitor and manage home energy products and services. By offering one integrated platform across solar, battery storage, HVAC, heat pumps and more, Palmetto helps homeowners make home energy more affordable, reliable and accessible. Today Palmetto serves hundreds of thousands of homeowners, across 30+ states, building the operating infrastructure for the consumer energy transition, one home at a time.\nOur 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.\nLocation\nThis position will be based in Charlotte, NC.\nReporting\nThis position will report to the Director of Service Operations.\nSummary of Role \nThe 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. \nThis 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.\nThe 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.\nThis 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.\nStrategic & Tactical\nOwn the service coordination operation from intake through scheduling, service resource assignment, and invoicing, ensuring consistent execution across all service requests that require site visits.\nLead 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.\nDrive performance against core operational metrics, including site visit resolution timelines, partner SLA adherence, cost of service (OpEx and partner spend), and customer experience.\nOversee service queue health and capacity planning, proactively identifying risks to SLA performance, backlog growth, or resource constraints, and implementing corrective actions.\nOwn the service partner lifecycle, including onboarding, training, performance monitoring, and regular business reviews. Establish clear expectations for quality, responsiveness, and reporting.\nManage partner performance through structured scorecards, pipeline reviews, and escalation management, ensuring adherence to contractual SLAs and consistent service delivery.\nPartner with senior leadership on partner strategy, including network expansion, market coverage, and pricing optimization, providing data-driven recommendations based on performance and cost trends.\nAct as the escalation point for complex, high-impact, or time-sensitive service issues, ensuring timely resolution and appropriate stakeholder communication.\nDefine, implement, and continuously improve service coordination workflows, SOPs, and operational standards to support scale, efficiency, and consistency.\nCollaborate cross-functionally with Product and Engineering to define system requirements, automation opportunities, and workflow improvements within Salesforce and related platforms.\nIdentify operational inefficiencies, recurring failure points, and cost drivers, and lead initiatives to improve scalability, reduce cost, and enhance customer experience.\nEnsure accurate and timely invoicing processes, including validation of partner work, cost controls, and alignment with approved scopes of work.\nQualifications\nBS/BA is preferred.\nMinimum 3 years of experience in residential solar installation, with a strong understanding of system components, installation practices, and common service issues.\nMinimum 2 years of experience managing teams in a service, operations, or field coordination environment.\nDemonstrated experience leading operational functions with accountability for KPIs such as timelines, cost, and customer experience.\nStrong experience working with third-party service providers or contractor networks, including performance management and operational oversight, is recommended.\nProven ability to build and scale processes in a fast-paced, high-volume operational environment.\nStrong analytical mindset with the ability to use data to drive decision-making, identify trends, and improve performance.\nExperience working with CRM and field service management platforms (e.g., Salesforce Service Cloud, Field Service, or similar systems).\nAbility to define business requirements and partner with Product/Engineering teams to implement system and workflow improvements.\nExcellent communication skills, with the ability to manage cross-functional stakeholders and drive alignment across teams.\nHighly organized, detail-oriented, and capable of managing multiple priorities simultaneously.\nSuccess Defined\nSuccess 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.\n 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.\n\nPartner Performance & SLA Adherence Ensure high compliance with partner SLAs across acknowledgement, scheduling, and completion timelines through structured performance management, scorecards, and regular pipeline reviews.\n\nCost 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.\n\nEmployment is contingent upon the successful completion of a background check. \nEqual Employment Opportunity\nPalmetto 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.\nTo ensure a fair evaluation, we may use AI to assist in sorting applications, but all final decisions are made by our hiring team and no candidate dispositions are automated. We will keep your information on file for four years from the date of your application. For detailed information about how we handle your data and our use of AI, please review our full privacy policy.\nFor more about our Privacy Policy, visit: https://palmetto.com/privacy-policy","description_format":"text","description_chars":7579,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Parental leave","Retirement plans","Unlimited PTO"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Energy & Utilities","Solar Energy"],"lifecycle":[{"event":"open","at":"2026-09-28T16:08:42Z"}],"visa":[],"liveness":{"score":7,"band":"cold","label":"Long shot","p_open":1,"p_active":0.25,"p_room":0.28,"age_days":132,"expected_fill_days":25,"reasons":["conf:1","win:tail","crowd:"],"computed_at":"2026-10-21T05:46:15Z"},"pay":null,"html_url":"https://alion.io/job/palmetto-manager-service-operations","json_url":"https://alion.io/job/palmetto-manager-service-operations.json","meta":{"generated_at":"2026-10-21T23:31:59Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":33565,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-22T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":179565},"rest":"https://alion.io/mcp/rest/get_company?id=179565"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fpalmetto-manager-service-operations"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fpalmetto-manager-service-operations"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fpalmetto-manager-service-operations"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/palmetto-manager-service-operations\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fpalmetto-manager-service-operations"}]}