Ops & Customer Service - General Manager

☀️ About Bright:

Bright is Mexico’s leading rooftop solar platform - we provide the distributed solar operating system that enables thousands to offer cheaper electricity to homes and businesses at no upfront cost, and we work with our network of project financiers, local installers, and distributors to satisfy the resulting demand. Our first market is Mexico, which has more sun, higher electricity rates, and lower labor costs than the US. Bright's investors include IFU.DK, First Round Capital, Y Combinator, Leonardo DiCaprio, Daniel Servitje, the founders of Sunrun and Tesla, and other top Silicon Valley firms.

💼 About the position:

Bright, the leading distributed solar company in Mexico, is seeking a highly motivated and mission-driven individual to join our team as Ops And Customer Service General Manager with a path to a potential Chief Operating Officer (COO) role. The ideal candidate will have a strong track record of scaling companies, particularly in the range of 100 to 300-500 employees, and be passionate about driving our mission forward. While experience in customer service scaling is preferred, a customer-first mentality and a dedication to enhancing customer experience are essential.

🥇 We’re looking for someone who:

• Minimum 6 years of leadership experience in a high-growth company environment.
• Proven experience in a senior leadership role, preferably as a COO or similar position, in a high-growth company at the 100+ person company stage.
• Strong strategic thinking and problem-solving skills.
• Excellent communication and interpersonal skills, with the ability to build and maintain relationships at all levels of the organization.
• Passion for Bright's mission and a commitment to driving positive impact.
• Excellent communication, interpersonal, and organizational skills.
• A passion for building and scaling successful teams.
• Multilingual, with fluency in Spanish and English.

✅ About you:

You possess a proven track record of scaling companies from the 100-employee mark to the 300-500-employee range.

• You have a deep understanding of operational best practices and a keen eye for identifying and implementing improvements.
• You want to leave a legacy in the world and care about having an impact bigger than yourself. You are a strong leader with the ability to motivate and inspire a high-performing team.
• You are an excellent communicator with the ability to collaborate effectively across all levels of the organization. (Bonus points for experience in building and scaling customer service teams with a customer-centric approach!)

💻 Your tasks and responsibilities will be:

• Enabling a Customer First Culture:
  • Champion a customer-first mentality throughout the organization, educating on the high leverage benefits of delivering exceptional service. Establish relevant rewards and incentives that support this effort.
  • Lead efforts to scale customer service teams and implement initiatives to enhance customer satisfaction.
• Operate Efficiency:
  • Oversee day-to-day operations and customer service groups to optimize processes to support >100% YoY customer growth.
  • Optimize internal processes and procedures to enhance efficiency and scalability.
  • Analyze key performance indicators and make data-driven decisions to improve operational efficiency and drive growth.
• Team Leadership and Development:
  • Build and mentor a high-performing team, fostering a culture of accountability, innovation, and continuous improvement.
  • Develop talent pipelines and succession plans to support future growth and leadership needs.
• Risk mitigation
  • Identify and mitigate potential customer related risks and challenges associated with rapid scaling.