Head of 24/7 Integrated Operations Center

Voltera; New York (NY); Hybrid; 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

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,