Customer Operations Manager

At Baker Home Energy we thrive off of truly living our values - Do the Right Thing, Exemplify Our Reputation, Win Together, and Embrace Change and Growth.

At Baker Home Energy we thrive off truly living our values - Do the Right Thing, Exemplify Our Reputation, Win Together, and Embrace Change and Growth.

We've been helping Southern Californians power their homes and live more comfortably since 1938. Today, we provide comprehensive home energy solutions including solar and battery, heating and cooling, roofing, electrical, plumbing and other essential home services. Our continued success is built on the experience and dedication of our people and a shared commitment to quality, service, and doing the job right. We're looking for talented people who want to grow their careers while helping us deliver the trusted service Baker customers have relied on for generations.

The Opportunity

Baker is looking for an experienced onsite Customer Operations Leader to help shape the next stage of our customer experience.

As Baker continues to grow across home energy and home services, the customer journey increasingly crosses multiple teams, service lines, technologies, and points of contact. We are looking for someone who can bring those pieces together and help create a customer experience that is consistent, accountable, and distinctly Baker.

The Customer Operations Manager will initially lead a team of approximately four Customer Care Representatives, Schedulers, Dispatchers, Sales Development Representatives, and other customer-facing team members. The team is expected to grow to approximately 6-8 employees as business needs evolve.

This is broader than a traditional call-center or contact-center management position. While the Customer Operations Manager will directly lead the Customer Success team and manage day-to-day customer operations, the position extends across the organization. This leader will work closely with sales, service, operations, marketing, and Baker's individual business lines to improve the entire customer journey, strengthen departmental handoffs, and establish consistent customer-facing standards.

The role has direct authority over the Customer Success team and will work through established decision rights, executive sponsorship, and cross-functional partnerships to drive improvements involving other departments.

A key part of the assignment will be helping define and implement "The Baker Way," our company-wide standard for customer communication, scheduling, lead management, issue resolution, service recovery, and follow-through.

We are looking for someone who can lead a team today while developing into a more senior, cross-functional leader as the organization and the position continue to grow.

What You'll Lead

Customer Operations & Team Leadership

• Lead, coach, and develop a high-performing customer-facing team.
• Oversee customer care, scheduling, dispatch coordination, appointment management, and sales-development activities.
• Lead staffing and workforce planning for an operation providing customer coverage seven days per week from 7:00 a.m. to 7:00 p.m., including appropriate leadership and escalation coverage.
• Build clear expectations, accountability, performance standards, and development opportunities for the Customer Success team.
• Establish and continuously improve practical customer-facing processes, service standards, and standard operating procedures.
• Help the team balance responsiveness, customer advocacy, operational realities, and sound business judgment.

Cross-Functional Customer Experience

• Work closely with leaders across HVAC, solar, battery storage, roofing, plumbing, electrical, sales, marketing, service, and operations to improve the end-to-end customer journey.
• Identify breakdowns between departments and lead efforts to improve handoffs, communication, ownership, and follow-through.
• Bring a disciplined voice-of-the-customer perspective into operating decisions while reinforcing shared accountability for the customer experience across Baker.
• Coordinate cross-functional escalations, establish clear ownership, and monitor issues through resolution while ensuring the responsible department remains accountable for corrective action.
• Identify recurring customer problems and work with the appropriate business leaders to address their underlying operational causes.
• Help establish consistent customer-facing standards so the quality of the customer experience does not depend on which department or service line a customer is working with.

Process, Technology & Continuous Improvement

• Use customer feedback, performance measures, and operating data to identify opportunities and prioritize improvements.
• Identify and lead approved customer-operations improvements involving conversational AI, automated communications, virtual reception, and workflow automation in partnership with internal system owners, technology resources, and vendors.
• Evaluate and manage overflow call centers, answering services, and other customer-contact partners.
• Build reporting that gives leadership meaningful visibility into customer outcomes, operating performance, and areas requiring attention.
• Help build scalable processes that support Baker's continued growth across multiple home energy and home services offerings.

Customer Advocacy & Service Recovery

• Establish a consistent and effective approach to customer escalations and service recovery.
• Step into complex or sensitive customer situations when management involvement is appropriate.
• Ensure customer concerns are documented, assigned to the appropriate owner, and followed through to resolution.
• Oversee customer satisfaction, customer-feedback, online-review, and reputation-management programs.
• Translate customer feedback and escalation trends into useful operating insights for Baker's leadership and individual business lines.

What We're Looking For

We are looking for an experienced leader who sees customer experience as an operating discipline, not simply a customer-service function.

The right candidate will likely bring:

• Five or more years of progressive leadership experience in customer operations, service operations, contact-center operations, scheduling, dispatch, or a related customer-facing environment.
• Experience with team development, process improvement, performance measurement, and cross-functional execution.
• A demonstrated ability to build and develop teams while improving the systems and processes around them.
• Experience working across departments and influencing leaders and teams outside their direct reporting authority.
• The ability to identify recurring or systemic problems rather than simply resolving individual customer issues.
• Strong communication, coaching, problem-solving, and conflict-resolution skills.
• Experience using CRM, scheduling, customer communication, workforce-management, and reporting technologies.
• Comfort leading organizational change and building support for new standards, processes, and technologies.
• Strong operational and business judgment combined with a genuine customer-first mindset.
• The potential and desire to grow into a more senior cross-functional leadership role as Baker's customer operations evolve.

Experience That Would Set You Apart

• Experience in home services, field services, residential construction, utilities, or another appointment- and dispatch-driven service environment.
• Leadership responsibility across multiple service lines or customer channels.
• Experience improving customer journeys involving sales, operations, field service, scheduling, dispatch, and customer support.
• Experience building scalable customer-service processes and SOPs in a growing organization.
• Experience introducing AI, automation, or workflow technology into customer operations.
• Experience managing third-party contact centers, answering services, or overflow providers.
• Responsibility for customer satisfaction, NPS, reputation management, online reviews, or voice-of-the-customer programs.
• Experience helping an organization move from department-specific practices toward common customer-experience standards.

Compensation

The base salary range for this position is $90,000-$110,000 annually

The anticipated starting salary will depend on relevant experience, demonstrated capabilities, and alignment with the position's scope.

Incentive opportunity: This position may also be eligible for performance-based incentive compensation under Baker's applicable incentive program.

Why Baker?

This is an opportunity to do more than inherit and manage an existing customer-service function.

Baker is building a broader home energy and home services business. With that growth comes an opportunity to define how customers experience the company across multiple services and throughout a longer customer relationship.

The Customer Success Manager will have an important role in building that capability.

You will be expected to lead your own team well, but your impact should reach further. You will help connect departments around the customer, improve how work moves across Baker, strengthen accountability for customer commitments, and help establish "The Baker Way" as a recognizable standard for how we serve customers.

If you are an operational leader who enjoys developing people, solving complex business problems, influencing across an organization, and building something better than what exists today, we would like to hear from you.

Reasonable Accommodations

Baker provides reasonable accommodations to qualified applicants and employees with disabilities and for sincerely held religious practices, as required by applicable law. Applicants who need a reasonable accommodation during the application or interview process may contact Baker's Human Resources department.

Employment Conditions

Baker Home Energy is an At-Will employer. This job posting describes the general responsibilities and qualifications of the position and is not intended to contain a complete list of every responsibility, duty, qualification, or working condition associated with the role. Responsibilities may evolve as business and organizational needs change.

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We offer a comprehensive benefits package to support your health, financial future, and professional growth, including:

• Referral program
• Tuition reimbursement
• Health insurance
• 401(k) matching
• Paid time off
• Paid Sick Time
• Vision insurance
• Dental insurance
• Life insurance

PAY TRANSPARENCY:

The starting salary for this opportunity range is listed. Other rewards may include annual bonus eligibility, which is based on company and individual performance, short- and long-term incentives, and program-specific awards. Baker provides a variety of benefits to employees, including health insurance coverage, an employee wellness program, life and disability insurance, a retirement savings plan, paid holidays, and paid time off (PTO). A candidate's salary history will not be used in compensation decisions. Please note that the compensation information is a good-faith estimate for this position. It assumes a rate based on location and experience.

ACKNOWLEDGEMENTS:

Baker Home Energy is an Equal Opportunity Employer / Disability / Veteran.

We appreciate the interest of all applicants; however, only candidates selected for an interview will be contacted. Official interview communications will come directly from a Baker Home Energy recruiter using an @bakerhomeenergy.com email address; please be cautious of messages from third parties or any other email domain claiming to represent our company.

PAY TRANSPARENCY:

The starting salary for this opportunity range is listed. Other rewards may include annual bonus eligibility, which is based on company and individual performance, short- and long-term incentives, and program-specific awards. Bakerprovides a variety of benefits to employees, including health insurance coverage, an employee wellness program, life and disability insurance, a retirement savings plan, paid holidays, and paid time off (PTO). A candidate's salary history will not be used in compensation decisions.Please note that the compensation information is a good-faithestimate for this position. It assumes a rate based on location and experience.

ACKNOWLEDGEMENTS:

Baker Home Energy isan Equal Opportunity Employer / Disability / Veteran.

We thank all applicants in advance for their interest in this position; however, only those selected for an interview will be contacted. If you are selected for an interview, you will be contacted by a BakerRecruiter with a @bakerhomeenergy.com email directly from our organization.