Head of Operations

Dormont Manufacturing Co; New York (NY); On-site; USD 175,000 - 210,000; Full time

Benefits offered by this job

Group medical and dental insurance

Flexible vacation / PTO

401(k) plan

Job summary

Dormont Manufacturing Co in New York is looking for a Head of Operations to scale its field operations, oversee billing, and manage customer support. You will ensure accuracy in operations and build the team's capacity for growth.

The ideal candidate has 7-10 years of experience in execution-heavy operations, particularly in data-driven environments, and is comfortable managing hardware deployments. The role also offers a hybrid work culture with strong benefits.

Qualifications

• Proven experience in owning complex, execution-heavy operations.
• Direct experience leading operations in a data-intensive environment.
• Prior leadership in hardware deployments or physical infrastructure.

Responsibilities

• Own end-to-end enrollment and billing operations.
• Manage hardware implementation and field operations.
• Lead customer support integrated with other operations.
• Build and manage an operations team across various functions.

Skills

Execution-heavy operations

Data analysis

Team building

Hardware deployment

Education

7–10 years of experience in operations

Tools

SQL

Job description

About David Energy

David Energy is creating a new kind of power company. Traditional Retail Electricity Providers (REPs) are outdated, opaque, and painful for customers to engage with. We use software to monitor our customers’ real‑time energy usage, and we aggregate and analyze that data to maximize the value they get from their energy assets – batteries, EVs, HVAC systems and other distributed energy resources (DERs) via participation in energy markets. Our mission is to run the grid on clean energy 24/7.

We’re looking for a highly accountable, execution‑driven, technical Head of Operations to own and scale the company’s field operations, hardware implementation, enrollment operations, billing operations, and customer support during a critical growth phase.

Reporting to the COO, the Head of Operations is responsible for building the operational foundation that supports rapid deployment of permissionless DER’s (e.g. Batteries and Thermostats), accurate enrollment, correct billing, and reliable customer support as the business scales. This role is hands‑on and close to the work, with direct ownership of execution today and responsibility for building systems, processes, and teams that will support the company as complexity increases.

You will work in tight partnership with Product, Engineering, and Sales to ensure hardware, systems, and workflows are designed for real‑world execution, auditability, and scale—not manual heroics.

What You’ll Do

Own Enrollment & Billing Operations

• Own end-to-end enrollment and billing operations, from readiness and submission through usage validation, invoicing, and exception resolution
• Ensure high accuracy, timeliness, and consistency across enrollment and billing processes
• Design and implement operational controls, reconciliations, and monitoring to prevent defects and surface issues early
• Develop and own enrollment and billing operational metrics and KPIs and lead root‑cause analysis and remediation when performance slips

Own Field Operations, Hardware Implementation, and Procurement

• Own hardware implementation and field operations, including installation readiness, commissioning, and handoff to steady‑state operations
• Build and maintain field playbooks, installation standards, and deployment workflows
• Manage installers, hardware vendors, and field service partners, including SLAs and performance accountability
• Resolve deployment failures, commissioning issues, and field‑driven escalations
• Own battery and thermostat procurement and supply chain management

Lead Customer Support Operations

• Own Customer Support as an operational function integrated with enrollment, billing, and field operations
• Design support workflows for enrollment issues, billing questions, and hardware incidents
• Establish SLAs, tooling, and escalation paths to ensure timely resolution
• Use support data to identify systemic issues and drive permanent fixes

Build Operational Rigor for Scale

• Define and own KPIs, operating rhythms, and escalation frameworks across operations
• Reduce manual work, rework, and customer‑impacting errors through better process and system design
• Build SOPs and documentation that support training, audits, and business continuity

Compliance, Risk & Controls

• Ensure enrollment, billing, field operations, and support comply with applicable regulatory, contractual, and safety requirements
• Identify operational risks and implement controls appropriate for a scaling organization
• Support audits, partner reviews, and regulatory inquiries

Build the Operations Function

• Build, manage, and develop an operations team across enrollment, billing, field ops, and customer support
• Establish clear ownership, expectations, and accountability
• Create a culture of execution, ownership, and continuous improvement

Who You Are

• 7–10 years of experience owning complex, execution‑heavy operations in a scaling company
• Direct experience leading complex back office operations in a data‑intensive or regulated environment
• Experience overseeing hardware deployments, field operations, or physical infrastructure implementations
• Strong team builder who is comfortable being hands‑on while building systems that can scale
• Strong analytical and systems mindset, with experience using data to manage performance (SQL preferred)
• Able to partner closely cross‑functionally while owning outcomes
• Strong communicator who can operate credibly with executives and frontline teams
• Prior people leadership experience required

Benefits

• Base salary of $175,000 – $210,000 plus equity, depending on experience
• Group medical and dental insurance
• Flexible vacation / PTO policy
• 401(k) plan
• NY based role with hybrid office culture