Minimum of 8 years leading support teams from Tier 1 to Field resolution
Experience managing 24/7 operations and on-call services
Strong knowledge of electrical systems and safe intervention practices
Familiarity with Salesforce service cloud and work order management
Willingness to work off hours and weekends as needed
Embodies a winning attitude with extreme ownership mindset
Responsibilities
Lead Tier 1/Call center, Tier 2 (Tech Support), and Field Service teams to exceed quality KPIs
Build and scale the organization to meet customer needs as IONNA grows
Collaborate with internal and external partners to provide necessary people, processes, and tools
Implement operational rigor and reporting to meet objectives and KPIs
Drive continuous improvement across all teams for efficiency and effectiveness
Coach and mentor managers to become strong leaders
Manage the 24/7 on-call function for customer and employee support
Oversee Field Service inventory tracking and management
Ensure third-party vendors comply with SLAs and scope
Track station operations costs and ensure accurate budget reporting
Facilitate collaboration between Vehicle OEM and support teams for enhanced customer experience
Gather actionable insights with quality and tech teams to improve services
Benefits
Comprehensive medical, dental, and vision plans
Life insurance
401(k) retirement plan
Paid holidays
Bonus programs
Full Job Description
Reports to:SVP of Tech Operations
This role requires a full-time onsite presence in Durham, NC
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.
IONNA is seeking a phenomenal operational leader to head its Station Operations department and drive a best-in-class charging experience for our customers! This role will be responsible for leading our Call Center/Tier 1, Technical Support and Field Service Teams to execute the highest quality charging station experience. The ideal candidate will have significant experience leading high-performance teams under lightning speed SLAs as well as no excuses winning attitude. IONNA operates the industry's leading E-mobility support team and this role presents the exciting opportunity to lead and grow that elite team.
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 3rd 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.
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.
IONNA is committed to fair and equitable compensation practices through a competitive base salary, as well as offering bonus programs and comprehensive benefits such as medical, dental, vision, life, 401(K), and paid holidays. Actual base salaries are based on several factors unique to each candidate, including but not limited to skill set, experience, certifications, and specific work location.
