Learning Partner, Customer Care

Everything we do at Sunrun is driven by a determination to transform the way we power our lives. We know that starts at the individual employee level. We strive to foster an environment you can thrive in through our commitment to diversity, inclusion and belonging.

The Learning Partner is the primary partner to key stakeholders in Customer Care. (Sunrun’s Call Center) In this capacity, the Learning Partner will be deeply engrained in the business, working with leaders to understand goals, challenges. The Learning Partner should understand the business objectives, strategy, and measurement and be part of regular meetings with Customer Care leaders to ensure ongoing alignment in how L&D is helping Care achieve outcomes and build culture.

Additionally, the Learning Partner will have the following responsibilities.

ESSENTIAL DUTIES AND RESPONSIBILITIES 

• Onboarding and New Hire Training
  Design and constantly improve a learning strategy for all roles within Customer Care as it pertains to how they onboard and ramp up within their first 60 days - including managers. This includes collaboration with L&D trainers who will deliver live training

• Content Creation
  Ensure quality content exists to support the knowledge, skill, and comprehension needs of each role within Customer Care. Partner with L&D, design, and production to create new content

• Content and Knowledge Management
  Work with central L&D team to ensure content and knowledge supporting Customer Care is kept up to date

• Change Management
  Work with Customer Care leaders and central L&D team to strategize and execute on change effecting Customer Care

• Leadership and Management Development
  Work with Customer Care leaders to assess manager needs. Partner with L&D and top performers to create new content or programs to support the ongoing development of managers.

• Communication
  Partner regularly with L&D communication team to ensure Customer Care communication strategy is effective. Provide feedback to drive strategic improvements.

• Onboarding and New Hire Training
  Design and constantly improve a learning strategy for all roles within Customer Care as it pertains to how they onboard and ramp up within their first 60 days - including managers. This includes collaboration with L&D trainers who will deliver live training

• Content Creation
  Ensure quality content exists to support the knowledge, skill, and comprehension needs of each role within Customer Care. Partner with L&D, design, and production to create new content

• Content and Knowledge Management
  Work with central L&D team to ensure content and knowledge supporting Customer Care is kept up to date

• Change Management
  Work with Customer Care leaders and central L&D team to strategize and execute on change effecting Customer Care

• Leadership and Management Development
  Work with Customer Care leaders to assess manager needs. Partner with L&D and top performers to create new content or programs to support the ongoing development of managers.

• Communication
  Partner regularly with L&D communication team to ensure Customer Care communication strategy is effective. Provide feedback to drive strategic improvements. 

REQUIREMENTS (EDUCATION, EXPERIENCE, CERTIFICATIONS, AND OTHER SKILLS)

• Background in solar, call centers, training, suggested 4+ years experience

• Excellent written and verbal communication skills

• Energetic and engaging presenter, both virtually and in-person

• Team mindset, strong collaboration skills

• Positive attitude that is mission focused

• Self-motivated problem solver and learner

• Handles change well, adaptable and energized by challenges

• Strong technical/computer skills (Office/Gsuite, CRM, etc.)

• Access to a reliable, high-speed internet connection

• Able to travel ~20% of the time 

Recruiter:

Amanda Frock ([email protected])

Please note that the compensation information that follows is a good faith estimate for this position only and is provided pursuant to acts, such as The Equal Pay Transparency Act. It assumes that the successful candidate will be located in markets within the United States that warrant the compensation listed. Candidates in locations outside this local area may have a different  starting salary range for this opportunity which may be higher or lower.  Please speak with your recruiter to learn more.

Starting salary/wage for this opportunity:

$66,661.00 to $83,353.00

Other rewards may include annual bonus eligibility, which is based on company and individual performance, short and long term incentives, and program-specific awards.  Sunrun 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. 

This description indicates the general nature and level of the qualifications and duties required of employees in this job classification, as well as the essential functions a person must be able to perform to do this job.  It is not designed to be a comprehensive inventory of all duties and qualifications required of employees assigned to this job.

Sunrun is proud to be an equal opportunity employer that does not tolerate discrimination or harassment of any kind. Our commitment to Diversity, Inclusion & Belonging drives our ability to build diverse teams and develop inclusive work environments. At Sunrun, we believe that empowering people and valuing their differences will help us create a planet run by the sun for everyone.

We are committed to equal employment opportunity without consideration of race, color, religion, ethnicity, citizenship, political activity or affiliation, marital status, age, national origin, ancestry, disability, veteran status, sexual orientation, gender identity, gender expression, sex or gender, or any other basis protected by law. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. If you have a disability or special need that may require reasonable accommodation in order to participate in the hiring process or perform your job if you are employed, please let us know by contacting Kelly Wittman, Director of Talent Acquisition at [email protected]