Strategy and Platform Operations Manager at SunFi Technology Limited

About the Role

• The SPO manager at SunFi ensures efficient processes and strategic objectives are delivered through effective processes involving multiple teams. They design, track, and drive productivity metrics across the SunFi Factory, aiming to deliver world-class customer delight. The SPO manager works with the VP of Strategy and Platform Operations, focusing on technical, technological, financial, and installation services. The SPO Lead is strategic, self-motivated, data-driven, and innovative, executing initiatives at high standards. Reporting directly to the VP, the SPO manager also drives meetings with managers and other leads.

Job Responsibilities

Strategic planning and market intelligence:

• Conduct market intelligence interviews and gather data to refine product-market fit, customer profiles, and Distributed Energy Providers (DEP) desired characteristics.
• Deliver competitive landscape analyses and strategic recommendations to inform product development.
• Guide the development of data-based feedback loops for customer insights, and overall company direction
• Collaborate with the Product team to recommend differentiating and category-defining enhancements to SunFi's technological platform, ensuring it meets customer needs and market trends.

Data-driven process management and optimization with the goal of achieving SunFi customer growth and strategic outcomes

• Develop and refine cross-company process diagrams (including productivity and efficiency metrics) for critical operations to ensure seamless customer experiences and seamless onboarding of new employees into the SunFi “factory” such that as soon as they join SunFi, they are made fully aware of their specific roles, responsibilities, and SLAs within the SunFi factory to ensure a delightful customer experience.
• Create and maintain a prioritized portfolio of SunFi's operational processes for continuous improvement.
• Continuously identify and address roadblocks in operations to enhance efficiency and customer satisfaction.
• Lead initiatives to automate and streamline workflows, reduce complexity, and improve productivity and accountability
• Collaborate closely with the growth team, supporting growth initiatives by optimizing go-to-market strategies, and customer journey processes, and leading nurturing/reactivation campaigns where necessary.

SunFi Factory Performance, Customer Delight Monitoring and Reporting

• Develop and maintain platform-wide dashboards for tracking key productivity and efficiency metrics, ensuring that no customer gets left behind
• Working with Customer Success, design and implement mechanisms to track and improve overall customer satisfaction and Net Promoter Scores (NPS), collecting and analyzing customer feedback to inform continuous improvement efforts.
• Monitor KPIs related to customer satisfaction, platform efficiency, and market intelligence.
• Provide regular updates and reports to the executive team on platform performance and bottlenecks, even as you work actively to close any gaps

Cross-functional operational leadership and collaboration

• Work closely with Growth, Product, User Services, and Finance teams to ensure aligned and cohesive operations.
• Facilitate cross-team meetings and one-on-ones to understand and optimize processes.
• Collaborate with the VP of Strategy and Platform Operations to identify and implement areas for operational improvement.

Platform orchestration and tool management/cohesion:

• Evaluate and recommend tools for SunFi Factory platform operations, considering the full Platform Orchestration Stack and ensuring alignment with SunFi's goals and budget.
• Oversee the implementation and optimization of CRM systems and other operational tools, in collaboration with other teams
• Conduct periodic reviews of the tool stack to ensure it meets evolving needs and maximizes customer satisfaction.
• Lead the setup and integration of relevant new tools to support operational efficiencies and growth initiatives.
• Support efforts to collaborate with the company’s leadership to train SunFi talent.
• Supports the development of SunFi OKRs and KPIs, including individual KPIs within your team, and other teams in collaboration
• A focus on value creation for the company, not task orientation.
• Display and exercise business leadership practices within the company and with stakeholders.
• Support the recruitment, management, mentorship, and development of the Strategy and Platform Operations team to innovatively and competently deliver the results required of the team. This may also extend to other teams based on the strategy in play.
• Collaboratively help define performance management, training needs analysis and optimization of the team’s personnel.
• Evaluate and build thought leadership within SunFi that enhances the company culture and values.
• Conduct weekly informal check-ins with all team members (when hired). These are unstructured scheduled meetings in which your team member and you can discuss areas of your interest, professional or personal. Emphasis should be placed on relationship-building
• Advocates for the SunFi culture including ensuring team members use video as much as possible during meetings. You must be exemplary.

Attributes & Skills

Role-specific “hard” skills

• Strategic Data Analysis and Reporting: Skilled in analyzing data to design and monitor performance metrics to make informed decisions, including advanced Excel modeling and analysis.
• Process Design, Improvement, and Innovation: Proficient in developing and optimizing process diagrams and workflows (using BPMN where necessary)
• Market Intelligence: Research experience /experience in gathering and analyzing market data to guide strategic planning, using research, surveys, interviews, and other formats that can cater to both customers and competitors
• Business Management Knowledge: General knowledge of business financial metrics and how they work together e.g. Revenue, Profit, Cost, Margins, Pricing etc.
• Project Management: Experienced in managing complex projects, ensuring timely delivery and alignment with strategic goals.
• Effective presentations and driving of meetings: Ability to create and drive critical stakeholder conversations using effective presentations, storytelling, and other mediums. Presentations may also be used as a standalone and sent out to external stakeholders
• Technology Proficiency: Familiarity with process management tools, CRM systems, and other relevant technologies. Demonstrated experience collaborating with Technology teams to build a better product yielding greater sales growth
• Tool Setup and Integration: Ability to evaluate, set up, and integrate new tools to enhance platform operations and support growth objectives. Ability to proactively think about how tools will be connected and embedded effectively within the platform
• Experience in Product Management., platform orchestration, and/or strategic consulting is a plus

Role-specific “soft” skills

• The Strategy and Platform Operations team at SunFi is crucial for achieving business objectives. The SPO Manager must possess strategic thinking, structured problem-solving, outcome-oriented, detail-oriented, and effective communication skills. They should be able to manage multiple deliverables and projects, collaborate effectively, and be innovative. They should be adaptable, self-starters, and open-minded. They should be willing to learn, take feedback, and be coached. Demonstrating leadership skills and a positive attitude are essential. Experience in a start-up or fast-paced environment is preferred. The role requires a positive attitude and emotional intelligence.

Qualifications

• Bachelor's degree (MBA or similar Masters Degree is a plus)
• Minimum of 2-4 years experience in an outcomes-oriented role
• Technology experience; AI applications experience is a plus
• Proven experience driving results in a hybrid - work mode
• Renewable energy experience is a plus