Director of Customer Resolution & Brand Protection

• Location: Bluffdale, UT (Hybrid: 1–2 days/week in office, remaining remote)
• Position Type: Full-Time, Salaried (Exempt)
• Reports To: Owner / Chief Operating Officer (COO)
• Target OTE: $100,000 – $115,000 ($85k–$95k Base + Performance Bonuses)

Position Overview

As a leading residential solar provider with hundreds of active projects in our pipeline, we pride ourselves on exceptional execution. However, when friction occurs, we believe in resolving it with absolute authority and speed.

We are seeking a high-leverage, elite Director of Customer Resolution & Brand Protection to act as the ultimate advocate for our customers and the protector of our brand reputation. Reporting directly to the executive team (Owner/COO), you will have top operational authority. You will not just be "customer support"—you will have the autonomy and budget to override schedules, authorize financial compensation (loan/power bill coverage), and pull whatever operational levers are required to make things right.

Your mission is two-fold: flawlessly manage and eliminate public or regulatory friction (Google, BBB, DOPL), and proactively audit our active pipeline to rescue at-risk customer experiences before they boil over.

Key Responsibilities

1. Executive Escalations & Brand Defense (Reactive)

• Top-Tier De-escalation: Act as the highest point of escalation for dissatisfied customers, providing a calm, empathetic, and authoritative resolution experience.
• Regulatory Compliance: Directly manage, respond to, and resolve formal complaints filed with DOPL, DOCP, the Better Business Bureau (BBB), or local utility jurisdictions, ensuring our impeccable record and state licensing remain flawless.
• Reputation Management: Monitor and maintain our Google rating. Directly engage with customers who leave negative reviews, successfully turning their experience around and converting detractors into advocates.

2. Operational Intervention & Risk Mitigation (Proactive)

• Pipeline Auditing: Proactively monitor our 300–900 active projects to identify milestone stalls (e.g., failed inspections, prolonged engineering loops, utility PTO delays).
• Preemptive Outreach: Reach out to at-risk customers before they feel the need to complain, setting transparent expectations and offering immediate, concierge-level assistance.
• Resource Deployment: Utilize your executive authority to prioritize delayed projects on the master installation/service schedule and deploy financial remediation when justified.

3. Root-Cause Analysis & CX Strategy

• Operational Feedback Loop: Track and categorize the root causes of all major friction points.
• Process Improvement: Meet regularly with the COO and construction leadership to present data-driven insights that eliminate operational bottlenecks and continuously elevate the company's baseline customer experience.

Qualifications & Skills

• Experience: 5+ years of experience in high-stakes customer escalations, dispute resolution, or consumer-facing crisis management. Experience in the residential solar or home services industry within Utah is highly preferred.
• Regulatory Acumen: Familiarity with Utah consumer protection standards and the mechanics of DOPL/DOCP complaints.
• High Emotional Intelligence (EQ): Mastery of de-escalation psychology. You know how to make an angry customer feel heard, shift them out of combat mode, and guide them toward a win-win solution.
• Command & Authority: Ability to speak with the gravity of an executive. Customers must feel and believe they are speaking with the final decision-maker.
• Analytical Mindset: Comfortable using pipeline data and spreadsheets to identify trends, track your resolution metrics, and report directly to ownership.

Compensation & Benefits

• Competitive Base Salary: $85,000 – $95,000 (depending on experience).
• Quarterly Performance Bonus: Up to $15,000 – $20,000 annually tied to Google review milestones, regulatory compliance, and pipeline turnaround health KPIs.
• Flexible Hybrid Schedule: 1–2 days in-office for executive alignment; remaining days remote.
• Benefits Package: employer-covered medical insurance, plus comprehensive dental and vision benefit options.
• Paid time off and holidays
• Complete operational backing and trust from ownership to do what is right for the customer.