Head of 24/7 EV Charging Station Operations

Valid8 Financial, Inc.; Durham, Northern (NC, KY); Hybrid; USD 120,000 - 180,000; Full time

Benefits offered by this job

Medical, Dental, Vision

Life insurance

401(k)

Paid holidays

Job summary

IONNA is seeking a phenomenal operational leader to head its Station Operations department in Durham, NC. You will manage Call Center, Tech Support and Field Service teams to deliver a best-in-class charging experience for customers, while maintaining 24/7 on-call coverage and strict SLA compliance.

The role requires guiding cross-functional teams, driving process improvements, and collaborating with OEMs to optimize field service and inventory management.

Qualifications

• BS degree in a relevant field with 8+ years leading and building support teams
• Experience managing 24/7 call/onsite support with high SLA expectations
• Proven ability to build and optimize cross-functional support processes
• Strong knowledge of electrical systems and safe onsite intervention practices
• Experience with Salesforce Service Cloud and work order management
• Willingness for on-call duties, off-hours and weekends as needed
• Demonstrated ownership mindset and a track record of driving results
• E-mobility experience is a plus but not required

Responsibilities

• Lead Tier 1 Call Center, Tier 2 Tech Support and Field Service teams to meet KPIs and customer targets
• Scale the organization to meet growing network needs
• Ensure teams have the people, processes and tools required for success
• Implement operational rigor and reporting cadences to track objectives
• Drive continuous improvement across teams to increase efficiency
• Coach managers to become strong leaders
• Manage 24/7 on-call coverage and fielding incidents
• Oversee Field Service inventory tracking and third-party vendor SLAs
• Monitor station operation costs and budget adherence
• Align support with Vehicle OEMs for a unified customer experience
• Collaborate with quality and tech teams to extract actionable insights
• Coordinate training and documentation for ongoing readiness
• Define and manage SOWs and alerting with Tech and SW teams

Skills

Leadership

Team management

On-call support

Cross-functional collaboration

Process improvement

Education

Bachelor's degree in a relevant field

Tools

Salesforce Service Cloud

Work Order Management

Job description

IONNA is seeking a phenomenal operational leader to head its Station Operations department in Durham, NC. You will manage Call Center, Tech Support and Field Service teams to deliver a best-in-class charging experience for customers, while maintaining 24/7 on-call coverage and strict SLA compliance.

The role requires guiding cross-functional teams, driving process improvements, and collaborating with OEMs to optimize field service and inventory management.