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Director of Service Operations

Houston, TX
Brief Description of Sunnova
 
Sunnova (NYSE: NOVA) is an industry-leading adaptive energy services company focused on making clean energy more accessible, reliable, and affordable for homeowners and businesses.
 
At Sunnova, we embrace diverse perspectives, vibrant creativity and forward-thinkers who share our zeal for a sustainable future. A career with us means pushing beyond traditional limits, exploring new horizons, collaborating with like-minded peers, and transforming the energy industry for the better.
 
If you're excited about being a part of the fastest-growing segment of the energy industry, we encourage you to apply!
 
The Director of Service Operations Position
Sunnova Energy is seeking a strategic and operationally focused Director of Service Operations to lead our Global Command Center. This critical leadership role will oversee all customer intake, system diagnostics, technical triage, and field service dispatching operations. The role demands an innovative leader who can optimize service delivery while balancing customer satisfaction, operational efficiency, and resource utilization.
 
As the leader of our Global Command Center, this position requires end-to-end ownership of the service delivery process - from initial customer contact through problem resolution. The Director will be instrumental in developing and implementing scalable solutions to automate manual processes while maintaining high service quality standards.
 
Key Responsibilities
Operational Leadership & Service Delivery
  •  Leads Global Command Center operations including intake, processing, diagnostics, triage, and dispatch
  •  Develops and implements standard operating procedures for service delivery excellence
  • Establishes and monitors KPIs for service response times, resolution rates, and customer satisfaction
  • Optimizes resource allocation and technician utilization across service territories
  • Creates automated workflows to streamline service delivery processes
Technical Leadership & Innovation
  •  Implements diagnostic tools and triage protocols for system performance issues
  •  Develops technical training programs for command center staff
  •  Creates and maintains technical documentation and troubleshooting guides
  •  Drives automation of manual processes through technology solutions
  •  Ensures compliance with technical standards and regulations
Team Leadership & Development
  •  Builds and leads high-performing command center teams
  • Develops training programs for intake, diagnostic, and dispatch roles
  •  Establishes performance metrics and career development paths
  •  Creates culture of continuous improvement and operational excellence
  •  Manages staffing levels to meet service demand
Cross-functional Collaboration
  • Partners with Project Operations to coordinate resource sharing
  • Works with Vendor Management on outsourced service delivery
  • Collaborates with Customer Care on service experience
  • Coordinates with Technical teams on system diagnostics
  • Aligns with Sales on service level commitments
 
Minimum Requirements
  • Bachelor's degree in Operations Management, Engineering, or related field
  •  10+ years of operations management experience
  •  5+ years leading large-scale command center or dispatch operations
  • Strong background in process optimization and automation
  • Experience implementing workforce management systems
  • Demonstrated success in technical troubleshooting and diagnostics
 
Preferred Qualifications
  • MBA or advanced degree
  •  Experience in renewable energy or utility operations
  •  Six Sigma or similar process improvement certification
  •  Background in developing technical training programs
  •  Knowledge of energy management systems
  •  Experience with service automation platforms
 
Additional Knowledge, Skills and Abilities
  • Strong analytical and problem-solving capabilities
  •  Excellence in team leadership and development
  •  Data-driven decision making approach
  • Strong project management skills
  • Excellent communication and stakeholder management
  • Ability to operate in fast-paced, changing environment
 
Working Conditions
  • Extended hours may be required during peak periods
  • On-call availability for critical situations
  • Regular travel to field operations locations
  •  Frequent field work in varying conditions
  •  Valid driver's license required with clean driving record
  •  Must be available for periodic field operations reviews
 
 
Benefits
Sunnova offers a generous employee reward package that includes:
  • Comprehensive benefits, including medical, dental, vision, life insurance, healthcare flexible spending account, and 401(k) with employer match
  • Competitive compensation & annual bonus
  • Paid time off, including 11 holidays and Paid Parental Leave
  • Cell phone allowance for many roles
  • Free access to onsite fitness center in Houston and/or discounted fitness memberships through health provider
  • Complimentary garage parking in Houston

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All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.
We appreciate the capabilities of artificial intelligence (AI), and we are looking to hire real people.  If you use AI for any part of the job application process, we highly encourage that you review any AI generated content to ensure your personality and unique capabilities are highlighted. We reserve the right to disqualify candidates that we reasonably believe solely relied on AI generated content in the application process.
If you are selected for a position, your employment will be contingent upon submission to and successful completion of a post-offer/pre-placement drug test (and medical examination if required by the role) as well as pre-placement verification of the information and qualifications provided during the selection process.
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