EndereçoProduct Director (Customer Experience & Relationship)
Published on JANUARY 12, 2024
Effective
Hybrid
Opportunity also for people with disabilities
Solfacil is Brazil’s leading and fastest growing solar technology company. Today, our fin tech business enables installers to efficiently help homeowners go solar by providing fast, easy and affordable financing solutions. We combine our financing with the distribution of solar hardware kits - including panels, inverters and batteries - in order to make the solar purchase and installation experience seamless for all parties.Homeowners who go solar also have access to data and insights about how their system is performing, and are able to manage their account with Solfacil, through our customer platform. Key data that powers all of the above comes from Ampera, our proprietary IoT hardware, which allows us to monitor and provide insights about a solar energy system’s performance.
Solfacil is investing in product and technology to evolve into a world-class platform company and are looking for top-notch talent to join us on our mission.
As the Director of Product for CX and Installer’s Relationship , you will be responsible for our installer and customer platform, which encompasses the installer portal (where installers go to originate business with Solfacil, discover new products, participate in our loyalty program, gain insights about their business and customers’ system performance, and manage their account), the customer portal (where customers can see their system performance and pay bills), and our proprietary IoT hardware Ampera (whose data is central to the previous two products).
Your role includes defining our Installer Platform, Customer Platform and Ampera vision and product strategy, creating and aligning key stakeholders around our roadmaps, and managing a team of PMs to build and evolve our fin tech products and platform.
Responsibilities and assignments
Responsible for:
- Installer Platform: Enable installers to have a seamless experience with Solfacil and their customers. Build our loyalty program to take advantage of the full benefits of our ecosystem, and in doing so reduce churn, increase wallet share, and ultimately enable installers to run thriving businesses on Solfacil’s platform.
- Customer Platform: Enable homeowners to see the performance and benefits of their solar energy system, and build a strong, durable relationship with their installers and Solfacil to set up remonetization opportunities.
- Ampera : Ampera is a true differentiator for Solfacil. Build and execute on a strategy that will enable us to unlock the full potential for Ampera, including both its hardware and data.
- Own and drive the product vision, strategy, and roadmap for the Installer and Customer Platform tribe. Collaborate with and align key stakeholders around all of the above. Keep stakeholders continuously aligned with our learnings, roadmap direction and execution progress.
- Formulate and drive delivery of our Installer and Customer Platform tribe OKRs . Ensure that your team’s work is and remains aligned to our overall objectives. When facts change and we need to adjust, do so with the right speed and process rigor. Identify new opportunities and bring them into our roadmap process.
- Build and develop a high performing team , including ensuring that the team operates. Operationalize best practices and create a strong product culture within your team, and evangelize said culture across your peer teams and Solfacil.
- Ensure your team operates efficiently and effectively . Be willing to step in and coach (and if needed, do) in order to get the job done. Identify bottlenecks and blockers, and build scalable process where needed to enable seamless execution. Consistently measure velocity and drive continuous improvement.
- Act as a champion and practitioner of an outside-in product mindset . Operate with strong commercial fluency - to the point where you are more commercially fluent than your stakeholders, and therefore can set direction and lead - rooted in a deep understanding of our market, customers, competitors and our own product-market fit. Uncover non-obvious insights that expand our knowledge of our customers and ecosystem.
- Evangelize and build alignment around the right solutions for our customers and our company. Gain buy-in from stakeholders and when disagreements arise, drive resolution. Bring strong business rigor and prioritization and drive hard tradeoff conversations to ensure we’re making the best use of our time and resources.
- Be a role model for your team.
Requirements and qualifications
Requirements:
- A solid experience in product management and people management within the product domain.
- Direct responsibility for key parts of a B2B, B2C or B2B2C platform .
- Academic background in related fields. Bonus if you have Solar SaaS product experience. Double bonus if you also have experience in Hardware product development.
- Strong track recordof delivering winning products , meaningful commercial outcomes, and building and developing high performing teams .
- Has sufficient technical acumen to understand how financial technology works and effectively partner with engineering in conversations about architecture and team velocity.
- Deep understanding (and using) of Agile development and best practices .
- Clear, structured thinker with a commercial mindset and strong business judgment .
- Comfortable making decisions and delivering results in a fast paced environment.
- Operates effectively in ambiguity . Proactively creates structure and process where needed.
- Effective leader.
- Clear and effective communicator in English and Portuguese. Brings the right message with the right tone to the right audience at the right level.
