About Haven Energy

Haven Energy helps homeowners access clean, resilient energy through solar and battery systems. We combine technology, operations, and customer experience to make the transition to home energy simple and trustworthy.

Overview

We're looking for an Experience Program Manager to own the operational health of our customer experience. This person will manage customer feedback programs, maintain customer journey communications, monitor customer experience quality, and ensure customer-facing touchpoints remain accurate as our processes evolve. 

The ideal candidate is highly organized, customer-obsessed, and enjoys building systems that help teams consistently deliver great experiences. This role sits within the Experience Strategy team and works closely with Operations, Product, Sales, and Customer Support. 

Customer experience is one of Haven's most important differentiators. This role will help ensure we continuously understand our customers, maintain a high-quality experience, and scale our operations without losing the trust and transparency that homeowners expect.

What You'll Do

Own Voice of Customer Programs

• Manage customer feedback programs including NPS, CSAT, cancellation surveys, and referral feedback

• Monitor response rates and feedback quality

• Maintain customer experience dashboards and reporting

• Identify recurring customer pain points and emerging trends

• Produce regular customer experience health reporting

Manage Customer Journey Communications

• Own customer-facing email and SMS communications throughout the customer lifecycle

• Update communications as business processes evolve

• Maintain communication templates and content libraries

• Ensure customer messaging remains accurate, timely, and consistent

Monitor Experience Quality

• Conduct regular customer journey audits

• Review customer feedback and support interactions

• Identify communication gaps, friction points, and broken experiences

• Track and coordinate resolution of customer experience issues

Maintain Experience Systems

• Maintain journey maps and customer-facing process documentation

• Manage experience-related tooling and workflows

• Support implementation of new customer experience initiatives

• Improve operational processes that support customer experience measurement and execution

Drive Cross-Functional Alignment

• Partner with Operations, Product, Sales, and Customer Support teams

• Ensure customer experience updates are reflected across customer touchpoints

• Help create consistency throughout the customer lifecycle

Success in This Role

Within your first year, you will:

• Establish a reliable Voice of Customer operating cadence

• Create visibility into customer sentiment and experience trends

• Ensure customer communications remain current and accurate

• Improve experience monitoring and issue identification

• Help teams make more customer-informed decisions

Qualifications

• 3–6 years of experience in Customer Experience, Customer Success Operations, Program Management, Service Operations, or a related field

• Strong project and program management skills

• Excellent written communication skills

• Experience working cross-functionally across multiple teams

• Strong attention to detail and operational rigor

• Comfort working with data, dashboards, and reporting

• Experience managing NPS, CSAT, or Voice of Customer programs

• Nice to have: Experience in startups in home services, climate tech, energy, or operationally complex businesses