Operations Leader, 24/7 Communications & Field Services

Valid8 Financial, Inc.; 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

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.