The Manager, Resolution Strategy oversees Senior Resolution Managers to handle complex escalations, ensuring compliance and minimizing risks while enhancing customer satisfaction.
About GoodLeap:
GoodLeap is a technology company delivering best-in-class financing and software products for sustainable solutions, from solar panels and batteries to energy-efficient HVAC, heat pumps, roofing, windows, and more. Over 1 million homeowners have benefited from our simple, fast, and frictionless technology that makes the adoption of these products more affordable, accessible, and easier to understand. Thousands of professionals deploying home efficiency and solar solutions rely on GoodLeap’s proprietary, AI-powered applications and developer tools to drive more transparent customer communication, deeper business intelligence, and streamlined payment and operations. Our platform has led to more than $27 billion in financing for sustainable solutions since 2018.
GoodLeap is also proud to support our award-winning nonprofit, GivePower, which is building and deploying life-saving water and clean electricity systems, changing the lives of more than 1.6 million people across Africa, Asia, and South America.
The Manager, Resolution Strategy is responsible for overseeing a team of Senior Resolution Managers who handle the most complex and sensitive escalations within Client Support. This leader ensures that cases involving high-complex complaint handling are investigated, managed, and resolved in alignment with legal, compliance, and company standards.
This role requires strong expertise in grievance and appeals resolution, complaint management, and root cause analysis. The manager works closely with Legal, Compliance, and other departments to minimize risk, protect company interests, and improve overall customer experience.
Essential Job Duties and Responsibilities:
- Lead, coach, and develop the team of Senior Resolution Managers, ensuring consistent, high-quality handling of complex complaints and escalations.
- Provide case oversight, guidance, and final review for sensitive or high-risk matters.
- Strategically partner with GoodLeap’s in-house attorneys and compliance on ways to minimize account level risk.
- Serve as the escalation point for the team, offering direction and ensuring compliance with company standards and regulatory requirements.
- Develop a comprehensive knowledge of GoodLeap policies and procedures.
- Identify systemic issues and recurring trends that create barriers to customer satisfaction; develop and implement corrective actions.
- Ensure all case handling complies with internal policies, regulatory standards, and industry best practices.
- Monitor complaint handling trends and provide reporting/analysis to leadership.
- Collaborate with internal stakeholders to refine processes, mitigate risks, and ensure continuous improvement.
- Act as a trusted liaison between customers, contractors, internal partners, and external regulators when necessary.
- Maintain a strong customer advocacy mindset while balancing organizational priorities and risk management.
Required Skills, Knowledge and Abilities:
- Bachelor’s degree preferred, or equivalent experience in complaints, grievances, resolution management, or customer advocacy roles
- 2+ years of experience in high-complex complaint handling, grievance resolution, case management, or regulatory oversight
- 1+ years of leadership experience managing a team in a high-stakes, compliance driven environment
- Must demonstrate ability to communicate effectively, both verbal and written, at all levels of the organization
- Work independently and collaboratively
- Effectively interact with high profile clients
- Exceptionally organized, detail-oriented, and efficient
- Highly proficient computer skills, including Excel, Microsoft Office, Word, Outlook, PowerPoint and database management software
- Demonstrated ability to meet deadlines, handle and prioritize simultaneous requests, and manage laterally and upwards
- Excellent problem-solving abilities
- Ability to work well under pressure and manage multiple priorities effectively
- Flexibility to adapt to changing priorities and business needs
- Time management
Compensation: $70,000 - $80,000 annually
Additional Information Regarding Job Duties and Job Descriptions:
Job duties include additional responsibilities as assigned by one's supervisor or other managers related to the position/department. This job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties and other skills required for the position. The Company reserves the right at any time with or without notice to alter or change job responsibilities, reassign or transfer job position or assign additional job responsibilities, subject to applicable law. The Company shall provide reasonable accommodations of known disabilities to enable a qualified applicant or employee to apply for employment, perform the essential functions of the job, or enjoy the benefits and privileges of employment as required by the law.
If you are an extraordinary professional who thrives in a collaborative work culture and values a rewarding career, then we want to work with you! Apply today!
Top Skills
Database Management Software
Excel
MS Office
Outlook
PowerPoint
Word
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