Sr Manager, Service Operations

About us:

AmpUp is at the forefront of the electric vehicle revolution, offering a leading EV charging operating system that simplifies charging for drivers, hosts, and fleets. Founded in 2018 to solve the challenges of EV charging in commercial locations, AmpUp's innovative solutions serve customers across North America. Our technology makes it easy for businesses and property owners to manage many locations and chargers on one platform. We experienced significant growth in 2024, rapidly expanding our charging network, enhancing our mobile app and site host features and ultimately reducing CO2 emissions. Looking forward, we are making EV charging work seamlessly for a wide array of EV customers and are leading the way towards energy distribution for e-Mobility.

As an Electric Vehicle (EV) Charging Sr Operations Manager, you will play a pivotal role in the successful ongoing management of AmpUp charging stations. You will be responsible for detecting software issues, hardware failures, providing diagnostics and ultimately the resolution for customers. You will work across our product organization, Customer Service and the technology team to ensure that charging infrastructure is highly available and operating as expected. You will also be working directly with customers, communicating when the issues and their resolution and ensuring customer satisfaction. Come be a part of a transformative adventure where your skills will contribute to shaping the future of EV charging.

Responsibilities:

• Detecting and managing customer issues - you will be responsible for identifying charger issues, determining the best solution and ensuring resolution
• Define and improve internal operations processes - develop processes for handing customer issues as well as field service technician dispatch and resolution
• Diagnostics - comfortable utilizing AmpUp tools to identify charger issues including hardware and software faults.
• Data analysis and reporting - provide analysis and insight into failures, reliability and field service
• Provide input into product and engineering roadmap

Basic Qualifications:

• 5+ years of operations management, customer service or related experience
• 3+ years of technical troubleshooting and/or technical operations experience
• Problem-solving mindset and adaptability to evolving project requirements.
• Experience defining, improving and automating processes
• Exceptional organizational and multitasking abilities, enabling effective management of multiple projects concurrently
• Demonstrated ability to work through challenging customer situations
• Outstanding verbal and written communication skills to collaborate efficiently across customers, internal teams, and customer support personnel

Preferred Qualifications:

• EV charging or related energy industry experience with experience in OCPP troubleshooting
• Familiarity with Zendesk or similar customer support tools
• Familiarity with project management, process management tools and platforms
• Experience in a fast-paced startup environment, comfortable with ambiguity and change