Communications Operations Specialist

IONNA; North Carolina; Presencial; USD 120.000 - 160.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical insurance

Dental insurance

Vision insurance

Life insurance

401(k)

Paid holidays

Descripción de la vacante

IONNA is seeking a seasoned Station Operations leader to head its 24/7 Call Center, Tier 1/Tech Support and Field Service teams in Durham, NC.

You will build scalable processes, institute reporting cadences, and drive uptime, first-attempt resolution, and cost control while partnering with quality and tech teams.

A BS degree and 8+ years leading high‑performance support teams under tight SLAs, with on‑site leadership in a fast‑growth EV ecosystem, are required.

Formación

• A BS degree in a relevant field and minimum of 8 years leading and building support teams that run from Tier 1 to Field resolution under high-performance SLAs.
• Experience managing teams that run 24/7 and similar on call formats.
• Experience building support processes and collaborating cross functionally with quality and tech departments.
• Strong knowledge of electrical systems and safe onsite intervention practices.
• Experience working with Salesforce service cloud and work order mgmt.
• Willingness to be on call, work off hours, cover weekends as needed to support the team and our customers.
• Winning attitude that embodies the concept of extreme ownership.
• E-mobility Experience is a plus but not required.

Responsabilidades

• Lead Tier 1/Call center, Tier 2(Tech Support) and Field Service teams to meet or exceed the quality KPIs and customer experience targets at scale.
• Build out and scale org to meet the needs of our customers as the IONNA network continues to scale.
• Work internally and externally to ensure the support team has the correct set of people, processes and tools to enable success at scale
• Implement operational rigor and reporting cadences within Station Operations to ensure adherence to objectives and KPIs
• Drive continuous improvement across the 3 teams to enable efficiency improvements and increased effectiveness at scale.
• Coach and mentor your managers into becoming the ultimate leaders
• Manage and improve upon the 24/7 on call function to ensure our customers and employees are supported around the clock.
• Be accountable for all Field Service inventory tracking and management.
• Manage and hold accountable 3 rd party vendors to ensure SLA compliance and full execution of their scope
• Track and manage all station operations costs and ensure accurate reporting of budget adherence.
• Lead Support collaboration between Vehicle OEM and IONNA support teams to provide the best unified customer experience.
• Work closely with quality and tech teams to provide actionable field insights that drive systematic improvements to the ecosystem.
• Manage the correct training, reoccurring education and documentation to
• Collaborate with Tech and SW departs to maintain the correct SOWs and alerting necessary to achieve the fastest possible issue resolutions.

Conocimientos

Leadership

Call center

Field service

SLA management

Educación

BS degree in a relevant field

Herramientas

Salesforce

Service Cloud

Work order mgmt

Descripción del empleo

This role requires a full-time onsite presence in Durham, NC

Please note: We are only able to consider candidates who are U.S. citizens or lawful permanent residents (green card holders) and who do not require current or future visa sponsorship of any sort.

Mission

Operate the best in class charging experience.

KPIs

Uptime/First Attempt

Plugshare/Google Ratings

EVSE on Budget

IONNA is seeking a phenomenal operational leader to head its Station Operations department and drive a best-in-class charging experience for our customers! This role will be responsible for leading our Call Center/Tier 1, Technical Support and Field Service Teams to execute the highest quality charging station experience. The ideal candidate will have significant experience leading high-performance teams under lightning speed SLAs as well as no excuses winning attitude. IONNA operates the industry's leading E-mobility support team and this role presents the exciting opportunity to lead and grow that elite team.

Responsibilities

• Lead Tier 1/Call center, Tier 2(Tech Support) and Field Service teams to meet or exceed the quality KPIs and customer experience targets at scale.
• Build out and scale org to meet the needs of our customers as the IONNA network continues to scale.
• Work internally and externally to ensure the support team has the correct set of people, processes and tools to enable success at scale
• Implement operational rigor and reporting cadences within Station Operations to ensure adherence to objectives and KPIs
• Drive continuous improvement across the 3 teams to enable efficiency improvements and increased effectiveness at scale.
• Coach and mentor your managers into becoming the ultimate leaders
• Manage and improve upon the 24/7 on call function to ensure our customers and employees are supported around the clock.
• Be accountable for all Field Service inventory tracking and management.
• Manage and hold accountable 3 rd party vendors to ensure SLA compliance and full execution of their scope
• Track and manage all station operations costs and ensure accurate reporting of budget adherence.
• Lead Support collaboration between Vehicle OEM and IONNA support teams to provide the best unified customer experience.
• Work closely with quality and tech teams to provide actionable field insights that drive systematic improvements to the ecosystem.
• Manage the correct training, reoccurring education and documentation to
• Collaborate with Tech and SW departs to maintain the correct SOWs and alerting necessary to achieve the fastest possible issue resolutions.

Qualifications

• A BS degree in a relevant field and minimum of 8 years leading and building support teams that run from Tier 1 to Field resolution under high-performance SLAs
• Experience managing teams that run 24/7 and similar on call formats
• Experience building support processes and collaborating cross functionally with quality and tech departments
• Strong knowledge of electrical systems and safe onsite intervention practices.
• Experience working with Salesforce service cloud and work order mgmt.
• Willingness to be on call, work off hours, cover weekends as needed to support the team and our customers
• Winning attitude that embodies the concept of extreme ownership
• E-mobility Experience is a plus but not required.

IONNA is committed to fair and equitable compensation practices through a competitive base salary, as well as offering bonus programs and comprehensive benefits such as medical, dental, vision, life, 401(K), and paid holidays. Actual base salaries are based on several factors unique to each candidate, including but not limited to skill set, experience, certifications, and specific work location.

We are committed to an inclusive and diverse team. IONNA is an equal opportunity employer. We do not discriminate based on race, color, ethnicity, ancestry, national origin, religion, sex, gender, gender identity, gender expression, sexual orientation, age, disability, veteran status, genetic information, marital status, or any legally protected status.

What is the highest level of education you've obtained? What is the highest level of education you've obtained?

Which option best describes your current U.S. work authorization status? A. U.S. citizen B. Lawful permanent resident (green card holder) C. Requires current and/or future visa sponsorship

This position requires full-time onsite work in Durham, NC. Which statement best describes your situation? A. I currently live within commuting distance and can work onsite full-time B. I am willing to relocate and work onsite full-time C. I am only interested in a hybrid work arrangement D. I am only interested in a remote position

What experience do you have managing customer-facing review and feedback platforms (e.g., Google Reviews, PlugShare, Yelp, Trustpilot, Apple App Store, etc.)? A. No direct experience B. Limited exposure to review platforms C. Regular responsibility for monitoring and responding to reviews D. Primary ownership of review platform health, response quality, and performance metrics

Which statement best describes your experience working with customer feedback? A. Minimal experience handling customer feedback B. Reviewed feedback occasionally as part of another role C. Regularly analyzed and responded to customer feedback trends D. Owned customer feedback programs and drove improvements based on customer insights

When recurring customer complaints are identified, what has been your typical level of involvement? A. No direct involvement in investigating customer issues B. Shared customer feedback with other teams for review C. Helped identify patterns and recurring issues D. Owned issue identification, trend analysis, and escalation to internal stakeholders for resolution

What best describes your experience working across departments to improve customer experience? A. Limited cross-functional collaboration B. Occasional participation in cross-functional meetings C. Regularly partnered with operations, product, or technical teams to resolve customer issues D. Acted as the primary liaison between customer feedback channels and internal teams to drive corrective actions

What experience do you have responding directly to customer reviews or public feedback? A. No direct experience B. Occasionally responded to customer reviews C. Regularly responded to customer reviews and escalations D. Owned review response strategy, quality standards, and customer communication across multiple channels

What best describes the volume of customer feedback channels or locations you have supported? A. Fewer than 10 locations/channels B. 10-50 locations/channels C. 51-200 locations/channels D. More than 200 locations/channels

What best describes your approach to managing customer feedback? A. Focus primarily on responding to individual customer comments B. Focus on maintaining review response timeliness and accuracy C. Focus on identifying patterns and escalating recurring issues D. Focus on turning customer feedback into measurable operational improvements while maintaining strong customer engagement

Which metric have you been most directly responsible for influencing in a previous role? A. Customer response times B. Customer satisfaction (CSAT/NPS) C. Online ratings and review scores D. Operational improvements driven by customer feedback insights.