Operations Leader, 24/7 Communications & Field Services

Ionna Llc; North Carolina; On-site; USD 120,000 - 160,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

401(k)

Paid holidays

Job summary

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.

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.

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.

Skills

Leadership

Call center

Field service

SLA management

Education

BS degree in a relevant field

Tools

Salesforce

Service Cloud

Work order mgmt

Job description

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

Schedule: Thursday-Monday 8am-5pm

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.

Role Summary

IONNA is looking for a highly organized, customer-obsessed Communications Operations Specialist to own the day-to-day health, accuracy, and responsiveness of IONNA’s customer-facing review/feedback platforms, including PlugShare, Google reviews, social media, and other site-level digital channels.

This role is responsible for ensuring that every customer comment, review, submitted photo, and site-level listing is properly set up, reviewed, responded to, and actioned appropriately. The ideal candidate understands that public feedback platforms are key operational tools that directly impact driver trust, site quality, network reputation, and the overall IONNA charging experience. The Communications Operations Specialist will ensure IONNA’s digital site presence is accurate, current, and reliable.

Mission

Protect and improve IONNA’s public driver experience by ensuring every site is represented accurately online, every customer review is handled professionally, and every actionable customer insight is routed to the right team for resolution.

Key Performance Indicators

• Response time for Google, PlugShare, and other monitored platforms.
• Accuracy/completeness of active site listings across PlugShare and Google.
• PlugShare/Google rating trends by site and network.

Key Responsibilities

Site Account and Listing Accuracy

• Maintain accurate PlugShare, Google, IONNA website site-level account information across all active and upcoming IONNA locations.
• Ensure each site listing reflects accurate location details, hours, charger availability, connector information, amenity access, parking notes, pricing references where applicable, and support instructions.
• Manage our 3 rd party photo service to ensure the photography and proper uploading of site photos to the relevant platforms
• Manage our 3 rd party vendor to ensure the proper set up of google sites and adherence to SLAs
• Set up all sprout/google connections into salesforce for efficient feedback escalations.
• Audit individual site accounts on a recurring cadence to identify inaccurate, missing, outdated, or inconsistent information.
• Update listings when sites open, change status, experience known issues, or receive new amenities.
• Monitor customer-submitted edits, suggested changes, photos, and comments for accuracy and appropriateness.
• Escalate and resolve any incorrect or misleading third-party platform information that could negatively impact driver experience or brand trust.

Review Platform Management

• Partner with Tier 1, Tier 2 Technical Support, Field Service, Facilities, and Comms to ensure responses accurately reflect the status of known site, charger, payment, access, or amenity issues.
• Work with Plugshare and Google to ensure accurate scoring and reviews are present on our locations.
• Help maintain consistent response language and tone across all review channels while preserving enough specificity to address each customer’s concern.
• Audit 3 rd party navigation and OEM app’s to ensure all locations are accurate and matching the actual status of the IONNA charging stations.
• During special pricing or onsite campaigns, execute the deployment of pricing in our station mgmt. system as well as deploy the bulk pricing image changes to all charging stations.
• Deploy event based images across each site’s platform page..

Qualifications

• A minimum of 2 years of experience in customer operations, communications operations, digital platform management, customer support, social media operations, field operations coordination, or a similar role.
• Strong written communication skills with the ability to respond to customers in a professional, concise, and brand-appropriate tone.
• High attention to detail and the ability to spot inaccurate site information, inconsistent platform data, or incomplete customer feedback records.
• Strong organizational skills with demonstrable experience managing a high volume of reviews, comments, photos, listings, and follow-up tasks.
• Experience working in a fast-paced operations environment where issues must be triaged, routed, and resolved quickly.
• Strong sense of ownership and follow-through.
• Proficiency with Google Business Profile, PlugShare, Salesforce Service Cloud, social listening tools, customer support platforms, or review management tools.
• Ability and willingness to work Weekends to support event driven system changes.

Ideal Candidate Profile

The ideal candidate is a detail-oriented operator who understands that every public review is both a customer interaction and a data point. They are comfortable living in the details, but they also know how to ladder those details up into meaningful trends and operational action.

They take pride in ensuring that customers see accurate information before they arrive, receive a thoughtful response when they provide feedback, and experience real improvements when they identify an issue. They are proactive, organized, and comfortable holding internal teams accountable to the customer experience.

This person has a bias for action, a strong customer-first mindset, and the ability to turn feedback from PlugShare, Google, and other platforms into measurable improvements across the IONNA network.

Success in This Role Looks Like

• Every active IONNA site has accurate, complete, and up-to-date public listing information.
• Site photos and customer-submitted content are reviewed and escalated when needed.
• Leadership has visibility into recurring customer themes and site-level issues.
• IONNA’s PlugShare and Google presence reflects the quality, reliability, and premium experience expected from a leading EV charging network.

About IONNA

IONNA is building a premier nationwide EV charging network designed around speed, reliability, comfort, and customer experience. Our Rechargeries are intended to make charging feel simple, dependable, and welcoming for every driver. The Communications Operations Specialist plays a critical role in protecting that experience across the public platforms customers rely on most.

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