Director of Support Operations

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.

Mission: Operate the best in class charging experience. 

KPIs:

Uptime/First Attempt

Plugshare/Google Ratings

EVSE on Budget

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 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.

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.

We are committed to an inclusive and diverse team. IONNA is an equal opportunity employer. We do not discriminate based on race, color, ethnicity, ancestry, national origin, religion, sex, gender, gender identity, gender expression, sexual orientation, age, disability, veteran status, genetic information, marital status, or any legally protected status.