Senior Customer Experience Manager in Centennial, Colorado at Photon Brothers

About Us

At Photon Brothers, we're dedicated to leading the way in clean energy solutions and helping our clients transition to sustainable, reliable power sources. As a trusted provider of electrical services, we specialize in the installation of solar panels, battery storage systems, and EV chargers, and are proud partners in Tesla's Powerwall Certified Installer program. We also offer roofing services, detach and reset, and solar system maintenance, making us a full-service home energy company.

With locations across Colorado and California, we keep everything in-house — from sales and project management to installation and service — so our customers always know who to call.

Position Overview

The Senior Customer Experience Manager is responsible for owning and elevating the end-to-end customer experience at Photon Brothers, from contract through post-install.

This role defines what a 5-star customer experience looks like and ensures it is consistently delivered across every customer touchpoint. The Senior Customer Experience Manager establishes communication standards, drives a proactive customer engagement culture, and holds teams accountable to delivering a high level of service. This role also oversees the Project Management function through the PM Manager, ensuring that customer experience expectations are executed consistently across all active projects.

Key Responsibilities

Customer Experience Ownership & Culture

• Define and implement a best-in-class, 5-star customer experience across the full customer journey
• Drive a company-wide “customer-first” culture by setting expectations and influencing behavior across teams
• Act as the voice of the customer internally, identifying friction points and leading improvements
• Continuously evaluate and improve the customer journey to reduce confusion and increase satisfaction

Proactive Customer Communication

• Establish and enforce communication standards, including:
• Same-day response expectations for all customer outreach
• Minimum touchpoints (at least 2x per week) throughout the project lifecycle
• Defined turnaround times for common customer requests
• Ensure customers receive consistent, proactive updates—even when there are no major changes
• Set the standard for phone responsiveness and overall customer interaction quality

Customer Journey & Project Experience

• Oversee the customer experience across ~130 active projects
• Ensure consistent communication and experience delivery across all project phases
• Identify breakdowns in the process and implement scalable improvements
• Partner with sales, install, and service teams to improve handoffs and alignment

Team Leadership & Performance

• Lead the Project Management function through the PM Manager
• Establish clear expectations for communication, responsiveness, and customer experience
• Hold the team accountable to defined service levels and CX KPIs
• Coach and develop the PM Manager and team to elevate performance and consistency

Reputation & Customer Outcomes

• Own customer satisfaction outcomes, including reviews, referrals, and overall sentiment
• Increase 5-star review volume through intentional customer engagement
• Address negative feedback quickly and drive recovery efforts
• Build systems that consistently generate strong customer advocacy

Customer Education & Engagement

• Ensure customers clearly understand timelines, expectations, and system performance
• Improve customer education materials and touchpoints to reduce confusion
• Deliver a high-touch, “white-glove” experience when needed

Escalation Management (Secondary)

• Support resolution of escalated customer issues when proactive processes fall short
• Identify root causes and implement preventative improvements
• Resolve issues with sound judgment, including financial resolutions up to $5,000

Qualifications

• 5–8+ years of experience in customer experience, customer success, or service operations
• Experience leading or influencing cross-functional teams
• Proven ability to improve processes and drive customer experience outcomes
• Strong communication skills with a proactive, customer-first mindset
• Ability to hold teams accountable while maintaining strong working relationships
• Highly organized with strong follow-through
• Experience in home services, construction, or solar preferred

Pay for this position is $90,000-$100,000 per year, depending on experience. This role is eligible for bonus opportunities (5-10%), based on hitting established KPIs and company performance.

This full-time role is eligible to participate in health (one plan is less than $35 per pay check!), dental, and vision insurance. Photon Brothers also offers a 401k with match, as well as company-sponsored life insurance and telehealth. Paid holidays and PTO are also offered with this position.