The successful candidate will lead all elements of the organization’s service operations, reporting to the Chief Operations Officer. They will assume responsibility for managing a complex network of charging station infrastructure and the network platform that supports customer access, payment transactions, customer care, operability reporting, ticket creation and resolution. The candidate will maintain strict SLA requirements for each Electrify America charging hardware vendor, insuring compliance to preventative and corrective maintenance schedules. They will perform continuous QAQC monitoring of charging hardware and develop counter-measures to quality and reliability issues by working closely with hardware manufacturers on manufacturing and supply-chain improvements.
The candidate will have a background working in the electric vehicle equipment supply chain and have an excellent understanding customer service processes and related call center operations. They will understand automotive OEM QAQC requirements and will continue to drive EV hardware suppliers to similar levels of product reliability and customer trust. The candidate will work collaboratively across the organization to ensure the Voice of the Customer is central to all Electrify America’s activities and that it shapes the culture of the organization.
Role Responsibilities
• Designs, builds and implements a world-class service operation for Electrify America, providing electric vehicle drivers a highly-reliable charging experience and seamless customer care support. (10%)
• Overseas network services platform implementation and operation including systems and processes for customer service and call center operations, charging hardware operability and availability reporting, ticket creation and resolution, pricing strategy implementation, customer access and payment methods and transaction processing and settlement. (10%)
• Manages, monitors and controls all service level agreements with charger manufacturers ensuring strict compliance to up-time requirements, preventative maintenance schedules, and field support commitments. (10%)
• Leads QAQC management across charging hardware products through tracking and assessing component failure frequency, conducting root cause analysis, monitoring vendor risks and creating parts supply contingency strategies. Works closely with Technology group to integrate QAQC results into manufacturing and process improvements with hardware suppliers. (10%)
• Continually monitors charger failure points, error codes and driver complaints via network platform operations center, customer call center and social channels (Plugshare, social media accounts) for continuous improvement of the customer experience. (10%)
• Manages all driver-facing processes for company including all in-bound and out-bound multi-lingual call center training and operations to ensure industry-leading customer care performance metrics. (10%)
• Assumes responsibility for all software development projects related to network services platform including integration across organization’s Control Tower, integration with other network platforms for interoperability arrangements, implementation of new industry standards such as ISO15118 and any ad-hoc software customization needs. (10%)
• Collaborates with Infrastructure Planning team to develop and implement customer journey strategy including creating value-added driver products and services to increase utilization and network sustainability. Conducts frequent market research to optimize customer journey. (5%)
• Overseas charging hardware commissioning processes with vendors and network platform to create a seamless on-site commissioning process for newly installed charging stations. (5%)
• Creates and implements innovative payment methods, promotions, media strategies and network features to drive charger utilization, charger access, customer ease-of-use and site host engagement. (5%)
• Overseas QAQC for non-charging hardware site equipment including switchgear, battery-storage, solar, utility infrastructure where required, hardscaping and landscaping. (5%)
• Works collaboratively across the organization to ensure Voice of the Customer (VOC) is reflected in the DNA of the organization and that customer feedback is continuously incorporated into design and planning activities in other functional areas. (5%)
• Develops and prepares quarterly forecasts and budgets for service operations department, ensuring adherence to financial controls and cost guidelines. (5%)
Qualifications
• 12+ years of experience
• Bachelor degree
• Proven experience in product management, service operations and/or customer care
• Detailed understanding of the EV Supply Equipment ecosystem
• Experience in product design, product engineering and/or product quality control
• Demonstrated record of precision & integrity in past work assignments
• Experience working with and/or managing call center training, operations and performance tracking.
• Excellent written and oral communication skills
• Experience working within manufacturing and supply chains of power electronic equipment suppliers
• Experience managing software development projects and processes
• Excellent project and documentation management abilities
• Very high attention to detail
• Outstanding leadership and organizational skills
• Excellent problem-solving ability
Desired Qualifications
• MBA or Master’s Degree
• Knowledge and understanding of the automotive OEM industry
• Knowledge of the solar and stationary storage markets and requisite service requirements
Work Flexibility
• Up to 15% travel required
Send To A Friend
Posts
