Operations Manager

Description
Enphase Energy is a global energy technology company and a leading provider of solar, battery, and electric vehicle charging products. Founded in 2006, our innovative microinverter technology revolutionized solar power, making it a safer, more reliable, and scalable energy source. Today, the Enphase Energy System enables users to make, use, save, and sell their own power. Enphase is also one of the most successful and innovative clean energy companies in the world, with more than 80 million products shipped across 160 countries.

Join our dynamic teams designing and developing next-gen energy technologies and help drive a sustainable future

About The Role
Enphase is seeking an Operations Manager to join our Services Business Unit in Bangalore, India. You will run day-to-day order-to-fulfillment and field service delivery across the United States, Europe, and Australia, with a strong focus on workforce management capacity planning, skills-based scheduling, real-time dispatch, and a relentless emphasis on a one-visit fix (first-time-right). Your role is to operationalize programs such as Legacy MI to the latest compatible MI upgrades, third-party-to-Enphase migrations, Battery Attach, Enphase Care/Care Plus/Care Fleet, On-Demand Services, SPWR monitoring upgrades, gateway/modem replacements, and commissioning. You will coordinate service-parts availability with Supply Chain, but your center of gravity is dispatch excellence, first-time-right quality, and technician productivity. You'll also own a 6-quarter (6Q) rolling forecast for work orders and service parts, publishing it to Sales Ops and reconciling with Finance, and focus on booked and recognized revenue.

What You Will Do

• Workforce Management & Dispatch: Own skills-based scheduling, shift planning, routing, and real-time dispatch for FSTs and partner installers; improve utilization, schedule adherence, and travel time.
• One-Visit Fix Program: Drive pre-visit triage (telemetry, photos, customer interview), compatibility checks, job-kit confirmation, permit readiness, and site prerequisites so jobs finish in one visit; implement checklists and quality gates.
• Recognized revenue acceleration (Care & subscriptions): Increase recognized revenue by raising completion rates of scheduled site visits (GAAP recognition on service completion), expanding remote resolution where appropriate to avoid truck rolls, and lifting first-time-right for Enphase Care and related subscription services.
• GTM readiness for new products: Partner with Hardware PM, Services PM, and Marketing Program Manager to codify GTM operational readiness capacity plans, SOPs, job-kits, SLAs, training, and dashboards so Ops can support and deliver from day one.
• Capacity Planning: Build regional capacity models (US/EU/AU) by skill and partner; plan overtime/backup crews; align hiring/partner onboarding to forecasted demand.
• Revenue Planning/Tracking: Tracking booked revenue and recognized revenue, focusing on turning booked revenue to recognized revenue, getting paid on B2B orders, and reducing cycle time.
• Demand & Supply Planning: Own a rolling 6Q forecast (units/revenue) for upgrade SKUs, service parts, and On-Demand work orders; run monthly S&op; publish to Sales Ops and reconcile with Finance (budget/outlook, COGS, cost-to-serve, working capital).
• Inventory & Parts Readiness: Define standard job-kit BOMs per service; set min/max and substitution rules with Supply Chain; stage parts to depots/technicians to minimize stockouts and repeat visits.
• On-Demand Services Operations: Stand up quoting → site survey → permit (as required) → install → close-out workflows; coordinate SolarGraf design packages and AHJ handoffs.
• SLA Management & Escalations: Hit and improve SLAs for appointment OTIF (On-Time, In-Full), arrival windows, and resolution time; own backlog aging, no-show reduction, and red-carpet escalations.
• Data Integrity & Systems: Keep Salesforce Field Service/CRM, ERP, eStore, and scheduling systems synchronized; define status codes and handoffs; own root-cause fixes.
• Quality, Training & Playbooks: Maintain SOPs, FST work instructions, safety gates; run ride-alongs/QA audits; close the loop with Product/Services PMs on recurring issues.
• Continuous Improvement: Lead RCAs and kaizen events; instrument dashboards; prioritize automation and reuse of existing processes to keep ops simple and scalable.
• AI-Assisted Operations: Use Microsoft Copilot and ChatGPT to triage backlogs, flag SLA risk, draft SOPs/daily briefs, summarize incident RCAs, and propose schedule/capacity scenarios within privacy/security guardrails and with human review.

Who You Are And What You Bring
Education

• Bachelor's in Engineering, Electrical Engineering, Operations, Industrial Engineering, or related field; MBA is a plus.

Experience

• 12+ years in operations/field service with heavy workforce management (dispatch, routing, capacity) in technology, energy, or manufacturing.
• Multi-region SLA ownership (US/EU/AU) with proven results improving first-time-right and reducing cycle time.

Skills & Knowledge

• Expert in workforce planning, skills-based scheduling, route optimization, and service triage for one-visit resolution.
• Solid grasp of order management, basic demand planning, and coordinating service-parts readiness (without running warehouses).
• Familiar with permitting/AHJ basics and SolarGraf for design/permitting flows.
• Comfortable defining SLAs, dashboards, escalation paths; fluent in continuous-improvement methods.

Data & Tools

• Advanced Excel/Google Sheets; bonus for SQL or BI (Power BI, Tableau, Incorta).
• Proficient with Salesforce Field Service (or ServiceMax/Skedulo/Click), Salesforce CRM, ERP, and eStore/CMS (e.g., Magento).
• AI fluency: practical use of Copilot and ChatGPT to speed documentation, analysis, and communications.

Collaboration

• Works seamlessly with Services PMs, Sales Ops, Finance, Supply Chain, Field Ops/FSTs & partner installers, eStore, CX/Contact Center, Compliance/Legal, and permitting partners/AHJs.
• Clear communicator across time zones; crisp status and risk management.

Personal Attributes

• Owner mindset with bias for action and accountability.
• Operational rigor and attention to detail under pressure.
• Customer, installer, and FST empathy you design for real-world constraints.
• Data-driven and curious, always testing and improving.
• Calm and decisive when priorities shift.

Success Metrics

• Baseline & reporting discipline: Establish and publish regional baselines for all KPIs (US/EU/AU) and maintain a weekly dashboard; drive QoQ improvement.
• Sales to Order Completion: Improve end-to-end Sales-to-Completion %; fix drop-offs (payment, scheduling, parts, permit).
• Cycle time reduction: Shorten Quote to Schedule, Schedule to Arrival, and Arrival to Completion (report P50/P90); reduce overall lead time.
• Remote resolution: Increase the % of cases solved without a truck roll and quantify truck-rolls avoided, cost-per-case savings, and faster contact-to-resolution.
• One-visit fix quality: Raise First-Time-Right %; reduce repeat-visit rate and MTTR.
• OTIF service delivery: Improve appointment On-Time, In-Full and schedule adherence; reduce backlog aging and customer wait time.
• Escalations: Lower escalations per 100 jobs and time-to-resolution with closed-loop RCA/action plans.
• Customer experience: Lift post-job NPS/CSAT; remove top detractor drivers (scheduling, parts readiness, workmanship).