Job Description
About Omnidian
Omnidian, Inc. is a fast-growing Series C tech-enabled service company revolutionizing performance assurance for the distributed solar and energy storage industries. Omnidian is building a more sustainable future for the planet through our passionate teams, our innovative technology, and by creating an amazing customer experience.
We are headquartered in the US and began our Australia team in 2022, with exciting growth since then. In 2025, Omnidian acquired Solar Service Guys, Australia’s largest dedicated solar service network, delivering industry-leading support across the full lifecycle of solar PV systems for over 17 years. Headquartered in Brisbane, SSG is known for its nationwide reach and expertise in design, monitoring, maintenance, and repair of solar systems for residential and commercial clients.
Omnidian’s AI-powered performance assurance platform supports over 380,000 asset years of data and now extends its reach into the Australian market—further enhancing service capabilities through this strategic partnership. Together, we’re delivering cutting-edge support and unmatched customer experience to solar investors across the globe.
For more information about this exciting partnership, read Omnidian Announces Acquisition of Solar Service Guys, Accelerating Growth and Service Offerings in Australia
The Job
The Business Services Manager role provides leadership, escalation support, and operational oversight across three distinct functions within the business, case management, operations support and client success. At any point of time there could be several Business Services Managers assigned to one primary stream but is expected to have general awareness of all three functions. During leave coverage or peak periods, managers may be asked to temporarily support tasks outside their core area. This ensures operational continuity while maintaining clear ownership of responsibilities.
With direct reports in varied roles, the position is responsible for coaching team members, supporting key operational processes, and being a central escalation and decision-making point across client management, escalations, scheduling, and inventory. This role requires adaptability, cross-functional awareness, and strong relationship management skills.
This position description serves as a guide to core duties and performance expectations. Responsibilities may evolve based on operational priorities and business needs. Flexibility, shared accountability, and contribution to team outcomes are core principles embedded in this role.
What You’ll Do
At Omnidian we believe in trust and autonomy. How you create an impact is ultimately up to you. Here is an outline of some of the things you’ll be doing:
Safety
- Adhere to the company’s code of conduct.
- Complete understanding of the company’s safety systems, procedures and safe work method statement.
- Ensure all safety hazards and events are reported immediately.
Quality & Compliance
- Adherent to the company’s quality policy.
- Complete all work to a high-quality standard.
- Model and uphold the organisation’s safety, security, and operational excellence standards.
Communication & Reporting
- Maintain professional communication within the company through multiple platforms including e-mail, teams, voice calls and text messages.
- Establish a good line of communication with the customer while on their property.
General Leadership & Oversight
- Provide team leadership across case management, escalations, and operational support functions
- Act as a central escalation point for customer or operational concerns, resolving issues promptly and professionally
- Make informed decisions independently while collaborating with peers and senior leadership
- Lead or participate in operational discussions, issue resolution, and stakeholder communications
- Support team members in their responsibilities, enabling autonomy with accountability
Case Management Lead
- Prioritise and manage high-risk client portfolios, including VIP, HSE, and ongoing issue escalations
- Ensure consistent communication and high-standard service delivery to clients
- Maintain oversight of team caseloads, documentation standards, and SLA performance
- Manage a team of case managers, providing coaching, feedback, and performance oversight
- Lead direct engagement with the Ombudsman, legal representatives, insurance providers, or external regulators as required
- Represent the business in formal written responses, case reviews, and resolution negotiations
- Act as a key escalation point for internal teams and leadership when critical issues arise
Escalations & Onboarding Specialist
- Provide oversight of new client onboarding through job creation, quote management, sales orders, and all communications
- Support escalation management across all teams — ensuring that escalated matters are resolved effectively while maintaining customer satisfaction
- Independently manage sensitive client conversations and coordinate with stakeholders to ensure escalation resolutions are timely, professional, and aligned with business needs
- Process creation / workflow around onboarding new client specific requirement including resourcing, licensing, site specific re liaising with customer, HSE department, tech resource. Planning/
- Collaborate with other managers to ensure alignment
Operations & Scheduling Lead
- Manage staff responsible for scheduling and validation, offering support and troubleshooting assistance
- Facilitate inventory accuracy, stock availability, and timely dispatch
- Facilitate solar administrative duties such as PTC applications, metering tasks, ordering stock, and install validation
- Ensure efficient process coordination between operational functions and broader business requirements
- Responsible for meeting SLA targets in job scheduling and report delivery
- Ensures smooth installation operations through solar admin coordination
Who You Are
- Motivated and passionate about operational excellence and customer service & experience
- Collaborative, team approach
- Strong sense of accountability for personal delivery of work
- Commitment to ongoing professional development and learning
- Leadership & Influence: Leads by example, adapts leadership style to team maturity, and guides teams toward outcomes without micromanagement
- Problem Solving: Addresses day-to-day issues with calm, structured thinking, and collaborates across functions to achieve practical solutions
- Customer Relationship Management: Supports staff in maintaining high-standard client relationships, particularly in sensitive or high-priority situations
- Collaboration: Works across multiple streams without silos; encourages shared ownership and solutions
- Operational Agility: Moves easily between administrative, customer service, and logistical functions
- Communication: Maintains clarity and professionalism in communication across stakeholders
- Accountability: Owns decisions and ensures high standards of delivery across all supported teams
Experience You’ll Need
- 1-3 years of experience in customer service, case management or an operations environment
- Industry experience
- Working in a KPI and target environment
- Data Analytics
- Knowledge of compliance & regulatory requirements in the solar industry
- 3+ years of greater experience in managing a team
- Excellent organisational skill
- Able to operate in a fast pace, evolving environment
- Ability to work autonomously with a sense of urgency
- High level of attention to detail
- Exceptional customer service attributes, particularly the ability to communicate in a concise and polished and professional manner
- Identification and implementation of process improvement initiatives
- Managing a highly engaged and performing team
Work-Life & Culture
- Work-Life Flexibility: Opportunities to work remotely, with 20 days of paid time off annually (accrued) and 10 days of sick leave annually (accrued).
- Comprehensive Compensation: Competitive salary, performance bonuses, and equity stakes.
- Culture of Growth: A collaborative environment with mentorship and opportunities for career advancement.
- Inclusive Community: Global affinity groups, supportive policies, and a commitment to diversity, equity, and inclusion.
- Passionate team: We are mission-driven and believe in collaboration, mutual respect and trust.
Grow with Us
- We mentor and invest in our employees and prioritize them for future opportunities. Check out our Instagram reels to see a few career journey examples
- Internal candidates: Check out our advice on Internal Transfer: Job Application Process
- We’re a fast-growing startup, which means we’re constantly reinventing processes, adding new products, and asking people to use all of their skills and talents. That means there’s gonna be a lot of opportunities for you to grow, which also means you will likely be stretched in ways you’ve never experienced in a job before. If you are resilient, determined, and not afraid of a big challenge, come apply.
$93,000 - $150,000 a year
Midpoint: $120,000
Committed to Parity: We place candidates within the band based on professional experience, not negotiating skills, as part of our overall effort to avoid gender pay discrepancy.
Performance Bonus: Because exceptional work deserves exceptional rewards.
Equity Stake: Join us in shaping the future and be rewarded for your dedication with stock options.
Continuous Growth: Up to $500 annual learning reimbursement because investing in your development is investing in our success.
We strongly believe that diversity of experience, perspectives, and background will lead to a better environment for our employees and a better product for our customers. We are committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. We value diversity and inclusion and are committed to ensuring our hiring and retention practices, as well as our office culture, reflects this value.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
Omnidian is an equal opportunity employer. We are committed to diversity in the workplace. We make employment decisions on the basis of merit and business need. We hire without consideration to age, ancestry, citizenship, disability, gender expression, gender identity, marital status, national origin, political activity or affiliation, race, religion, sexual orientation, veteran status, or any other basis protected by law.
We invite you to be part of our mission to create a workplace that is inclusive and welcoming to all.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
