Director, Integrated Operations Center (IOC)

Voltera; New York (NY); On-site; USD 200,000 - 225,000; Full time

Benefits offered by this job

Medical/vision/dental insurance

401(k) matching

Life Insurance

Unlimited vacation/PTO

EV incentive

Job summary

Voltera is seeking a Director of the Integrated Operations Center to lead and scale the IOC as our network of public and autonomous charging sites expands. You will own live-site customer relationships and act as the central command during operational events, coordinating across internal SMEs, vendors, and executive stakeholders.

You will design the org, staffing, and escalation frameworks to sustain high service quality while managing growth, with a focus on cross-functional processes, SOPs,

Qualifications

• 10+ years of experience in operations, command center, NOC/IOC, or customer-facing leadership.
• Experience building or scaling 24/7 operations or support functions with org design and staffing.
• Experience owning customer relationships in an operational context including issue intake and resolution.
• Experience developing SOPs and cross-functional processes with multiple stakeholder groups.
• Strong crisis/incident management skills serving as central command during live events.
• Comfort defining and managing KPIs and partnering with technology teams to build tooling.

Responsibilities

• Lead and scale the IOC to support a growing portfolio of sites and customers.
• Develop org design and staffing model to support expanding network while maintaining service quality and cost discipline.
• Own the customer relationship for live sites, serving as single point of contact for issue intake, status, and resolution.
• Lead cross-functional coordination during operational events across internal SMEs, customers, and vendors.
• Establish and manage escalation frameworks based on severity, impact, and SLAs.
• Create and improve operational SOPs in collaboration with charging ops, facility ops, network ops, and security.
• Partner with the technology team to develop tooling and automation to boost IOC performance and customer experience.
• Identify and develop measurement methodologies, then manage KPIs related to issue resolution.

Skills

Operations leadership

IOC/NOC experience

Customer relationship

SOP development

Crisis/incident management

KPIs & performance metrics

Job description

Our collective future depends on carbon‑free transportation. To forge that future, Voltera develops, owns, and operates the infrastructure that enables companies to succeed at scale with zero‑emission vehicles. We're looking for innovative, people‑first team members who understand that culture is critical in our effort to positively impact the world's transition to a carbon‑free transportation future.

The Director, Integrated Operations Center (IOC) leads and scales Voltera's Integrated Operations Center as the company grows its network of public and autonomous vehicle charging sites. This role owns the customer relationship for live sites, serving as the single point of contact for issue intake, status, and resolution, and acts as the central command function during operational events.

This individual builds the org design, staffing model, and escalation frameworks that keep the IOC running at high service quality as the portfolio scales, while partnering closely with charging ops, facility ops, network ops, security, and technology.

WHAT YOU'LL DO:

Org Design & Team Leadership

• Lead and scale the IOC to support a growing portfolio of sites and customers.
• Develop the org design and staffing model to support a rapidly expanding network while maintaining high service quality and cost discipline.

Customer Relationship & Issue Resolution

• Own the customer relationship for live sites, serving as the single point of contact for issue intake, status, and resolution.
• Lead cross-functional coordination during operational events, serving as the central command function across internal SMEs, customers, and external vendors.
• Establish and manage escalation frameworks, routing operational issues to the appropriate internal SMEs, vendor partners, and executive stakeholders based on severity, business impact, and service-level commitments.

Process & Tooling

• Create and continuously improve operational SOPs in close collaboration with charging ops, facility ops, network ops, and security.
• Partner with the technology team to develop tooling and automation that improve the IOC's performance and customer experience.

Performance Management

• Identify and develop measurement methodologies, then manage KPIs related to issue resolution.

MUST-HAVE:

• 10+ years of experience in operations, command center, NOC/IOC, or customer-facing operational leadership, ideally in a fast-growing infrastructure, energy, or fleet environment.
• Demonstrated experience building or scaling a 24/7 operations or support function, including org design, staffing models, and escalation frameworks.
• Track record owning customer relationships in an operational context, including issue intake, status communication, and resolution.
• Experience developing SOPs and cross-functional processes with multiple internal stakeholder groups.
• Strong crisis/incident management skills, with the ability to serve as central command during live operational events.
• Comfort defining and managing KPIs and partnering with technology teams to build supporting tooling.

NICE-TO-HAVE:

• Experience in EV charging, AV/robotaxi, fleet operations, or broader energy infrastructure.
• Experience working in a high-growth, fast-paced startup environment.
• Familiarity with facilities operations, field service coordination, or vendor/SLA management.

LOCATION:

• Flexible
• Travel Expectations (as needed)

COMPENSATION & BENEFITS

Base compensation: $200,000 to $225,000 annually. Exact compensation may vary based on skills, experience, and location. Our total compensation package includes the base salary, bonus, incentive equity compensation, and competitive benefits (medical/vision/dental insurance, matching 401(k), Life Insurance, unlimited vacation/PTO, & EV incentive). Candidates must have authorization to work in the U.S. on a permanent basis. Relocation benefits are not available.

Voltera believes diversity – of thought, backgrounds, and experiences – affects all that we do, from our employees to the solutions we deliver. Our goal is to create an environment in which inclusion through diversity helps deepen the lives and work experience of our employees, enhances our innovation and creativity, and enriches our involvement in our communities. Voltera is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin or ancestry, physical or mental disability, as well as any other category protected by applicable federal, state, or local laws.