Customer Experience Manager

Customer Experience Manager Broomfield, CO Job Details Full-time $70,000 - $85,000 a year 1 day ago Benefits Paid holidays Dental insurance Paid time off Vision insurance 401(k) matching Life insurance Qualifications Customer communication Reputation management Process improvement Renewable energy Mid-level 3 years Post-sales client support Decision making Conflict management Construction Root cause analysis Escalation handling Communication skills Solar energy Full Job Description About Us Photon Brothers is a solar energy company committed to the highest-quality solar installations and customer experiences. We install some of the most advanced energy-efficient solar panels and batteries in the world and are a proud partner of Tesla's Powerwall Certified Installer program. Position Overview The Customer Experience Manager is responsible for owning and improving the end-to-end customer experience. This role serves as the primary point of contact for escalated customer concerns, acting as a customer advocate while balancing company objectives. This individual will autonomously resolve customer complaints, proactively follow up on completed projects, and drive positive customer outcomes including 5-star reviews and referrals. Key Responsibilities Customer Escalation & Resolution Serve as the primary owner of escalated customer concerns and complaints Investigate issues across departments (sales, install, service) to identify root causes Resolve customer issues with autonomy, including financial resolutions up to $5,000 Communicate clearly and empathetically with customers to de-escalate situations and rebuild trust Track and document all escalations, resolutions, and trends Customer Experience Management Proactively follow up with customers post-install to gather feedback on their experience Identify gaps in the customer journey and recommend process improvements Act as the voice of the customer internally, advocating for improvements across teams Partner with operations, sales, and service teams to reduce repeat issues Reputation & Review Management Request and manage customer reviews (Google, etc.) Increase overall review volume and maintain a high average rating Address negative reviews and work toward resolution and recovery Customer Education & Engagement Meet with customers post-install (virtually or in-person) to review system performance and expectations Ensure customers understand how their solar system works and what to expect long-term Provide a high-touch, white-glove experience for customers as needed Qualifications 3-7 years of experience in customer experience, customer success, or complaint resolution roles Strong conflict resolution and de-escalation skills Ability to operate independently and make sound judgment calls Excellent communication skills (written and verbal) Highly organized with strong follow-through Experience in home services, construction, or solar preferred This full time, salaried role pays between $70,000-$85,000 per year. This position is able to partake in health, dental, and vision insurance, as well as company-sponsored life insurance and telehealth. This role also offers paid holidays, PTO (increases with tenure), and a 401k with company match! The pay range for this role is: 70,000 - 85,000 USD per year(Westminster)