About the roleAGent is seeking a Dispatch & Customer Operations Manager who is equal parts calm under pressure and relentlessly organized. This role has two modes - and you need to be excellent at both.
When a market dispatch is called,
you are the quarterback. Everything stops. You activate the AGent portfolio, lead internal coordination, communicate with customers, and ensure we deliver flawlessly. You own the outcome.
The other 95% of the time, you are building the connective tissue of AGent's customer-facing operations: onboarding customers, working cross-functionally with Field Engineering, Energy Markets, and Sales, managing HubSpot, and laying the process foundation for a customer success function that will eventually scale into a lean team.
This role reports directly to the Head of Operations. Together, you'll build the processes, tighten the internal data, and create the systems that allow AGent to grow quickly without breaking. You'll be expected to leverage Claude AI as a force multiplier - using it to draft communications, build processes faster, synthesize information, and scale your output well beyond what a single person could otherwise accomplish.
This is a role for someone who is mission-driven, detail-obsessed, customer-empathetic, and genuinely excited to be at the center of everything.
ResponsibilitiesDispatch Operations - The Quarterback Role- Be the first responder to any inbound market signal, dispatch notification, or grid operator communication - drop everything and execute
- Lead all internal coordination during a dispatch event: activate the portfolio, align the AGent team, communicate status in real time, and drive toward a flawless delivery
- Monitor market alerts and high-alert conditions, keeping the internal team informed and prepared to act
- Conduct and coordinate dispatch verification tests, including seasonal portfolio testing for market compliance
- Capture lessons learned after every dispatch event; track and resolve any customer issues that arise
- Audit offers portfolios regularly to identify suboptimal schedules, sites not in market, or incorrect kW offer values
- Support the Energy Markets team with offer management and real-time market optimization during dispatch windows
Dispatch Readiness & Customer Preparedness- Own the dispatch readiness calendar - ensure all customers are tested, validated, and prepared well ahead of seasonal start dates
- Create and deliver seasonal readiness communications to customers ahead of peak dispatch periods
- Monitor customer participation performance and proactively address gaps before they become issues
- Maintain accurate, up-to-date records of customer site status, program enrollment, and readiness in HubSpot
Customer Onboarding & Success- Manage new customer onboarding end-to-end: from signed contract through market entry and first dispatch
- Serve as the primary point of contact for customers throughout onboarding and early account lifecycle
- Partner cross-functionally with Field Engineering, Energy Markets, and Sales to deliver a seamless customer experience and ensure clean internal handoffs
- Schedule and lead onboarding check-ins and status updates with customers and internal stakeholders
- Ensure timely collection of interval data, site information, and documentation required for market registration
- Support customers and the sales team with account-related questions beyond onboarding
- Build the processes, playbooks, and templates that will define AGent's customer success function as the company scales
- Eventually hire and manage a lean team of customer success associates as the portfolio grows
Operations & Data- Own HubSpot as the system of record for customer accounts. From signed customer agreement through payments, this role will own all of the required Hubspot processes and data and must maintain rigorous data hygiene
- Work with the Head of Operations to tighten internal data flows and build reporting that gives leadership real-time visibility into portfolio health
- Contribute to process documentation across dispatch operations and customer success
- Identify and implement tools and automation that reduce manual work and improve operational efficiency
AI-Powered Operations- Actively use Claude AI to draft customer communications, build process documentation, synthesize market information, and scale output across the role
- Bring a continuous improvement mindset to how AI can reduce toil and increase quality across operations
QualificationsRequired
- Experience in dispatch operations, demand response, customer success, or energy market operations: ideally at a VPP, DER aggregator, or similar company
- Demonstrated ability to perform under pressure: you've been the person responsible for executing during a live event and you know what that feels like
- Strong cross-functional collaboration skills: you can work seamlessly with engineering, commercial, and market operations teams
- Experience managing customer onboarding and account support with a strong sense of ownership and follow-through
- HubSpot experience, or demonstrated ability and eagerness to become proficient quickly
- Familiarity with Claude AI or other AI tools, with a genuine interest in using AI to scale your work
- Exceptional attention to detail: you catch what others miss and you don't let things fall through the cracks
- Strong written and verbal communication skills: you can write a clear customer email and run a tight internal standup
- Highly organized with the ability to shift priorities instantly when a dispatch or market event demands it
Preferred
- Direct experience with wholesale energy market programs (PJM, MISO, NYISO, ISONE, ERCOT or similar)
- Familiarity with distributed generation assets, backup/standby generators, or distributed energy resources
- Experience building customer success processes or playbooks from scratch
- Comfort with and learning data tools (Google Sheets, SQL, or Python) for performance monitoring and reporting
Benefits- Competitive base salary, performance bonus, and early-stage equity
- 100% employer-paid Health, Dental, and Vision premiums for full-time employees
- Two health plan options: traditional plan with FSA, or HDHP with company-funded HSA
- Basic Term Life Insurance + voluntary insurance options
- Flexible PTO
- Fully remote - work from anywhere in the U.S.
- Direct access to the founding team and real ownership of your work from day one
