Associate Director - EVSE Operations

Remote
Full Time
Asset Optimization & Customer Success
Senior Manager/Supervisor

Scope of Job
PowerFlex, an EDF power solutions company, is a leading national provider of intelligent onsite energy solutions that support cost-effective and low-carbon electrification and transportation. We deliver integrated solar, storage, EV charging, and microgrid systems, to businesses and organizations. As a single full-service provider, PowerFlex customizes clean technology solutions to help clients achieve their energy and sustainability goals. Through the comprehensive PowerFlex X platform, based on proprietary technology, PowerFlex leverages patented smart software to control, monitor, and optimize a client's distributed energy resources to reduce cost and maximize return on investment. Our technology is deployed at scale to prominent commercial customers such as Adobe, DHL, Prologis, Target, and municipalities such as County of LA. PowerFlex is a top 5 provider in each of Commercial Solar, Storage and EV Charging in the US.

Lead the day-to-day operations and strategy for EVSE service delivery to ensure efficient issue resolution, high customer satisfaction, and continuous improvement. Oversee a team of support professionals and collaborate cross-functionally to resolve complex technical and operational challenges. Drive performance, enhance service processes, and maintain the integrity of PowerFlex’s EV charging network. 

Location
This role is open to be 100% remote or a hybrid role out of one of our offices (Mountain View, CA, San Diego, CA or New York, NY.) 

Responsibilities 
40% - Operational Oversight & Customer Experience

  • Oversee day-to-day operations related to EVSE customer service and technical support.
  • Triage and resolve high-impact customer issues; act as the final escalation point. 
  • Coordinate responses to site host inquiries, service outages, and recurring technical challenges. 
  • Ensure consistent delivery of scalable solutions and white-glove customer support. 
25% - Team Leadership & Development
  • Lead, coach, and mentor a high-performing support team; foster a culture of accountability and growth. 
  • Conduct regular performance evaluations and provide clear, constructive feedback. 
  • Identify skill gaps and coordinate training programs to build technical and customer-facing capabilities. 
  • Manage sensitive personnel issues with professionalism and discretion. 

20% - Service Leadership & Strategy

  • Develop and implement the vision, strategy, and roadmap for EVSE service operations. 
  • Represent EVSE Operations in cross-functional planning meetings and organizational initiatives. 
  • Evaluate and refine support policies, SLAs, and workflows to improve efficiency and customer satisfaction. 
  • Assess service contract terms to ensure they align with operational capabilities and risk tolerance. 
10% Continuous Improvement & Analytics
  • Analyze service and field data to uncover trends, root causes, and opportunities for product and process improvements. 
  • Partner with Engineering and Product teams to feedback actionable insights that drive system and software enhancements. 
  • Track and report KPIs related to service performance, customer satisfaction, and product reliability. 

5% - Other Duties

  • Participate in industry events, vendor meetings, and internal strategic sessions. 
  • Assist with special projects or cross-team initiatives as assigned. 

Qualifications
Education/Experience

  • Bachelor’s degree in Business, Engineering, Information Systems, or a related field—or equivalent experience. 
  • 5+ years in a product, project manager, customer service, technical support, or service operations role 
  • 2+ years in a leadership capacity. 
  • Experience in clean energy, EV charging, or SaaS environments preferred. 

Skills/Knowledge/Abilities

  • Strong understanding of EVSE infrastructure, field service operations, and customer support models. 
  • Proficiency in CRM and ticketing tools such as Salesforce and Zendesk. 
  • Analytical mindset with the ability to interpret service metrics and implement data-driven solutions. 
  • Exceptional communication and leadership skills; able to inspire and manage cross-functional teams. 

Compensation
The pay range for this position is $126,090 - $154,110 annually. This position is eligible for PowerFlex's comprehensive Health and Welfare plans including but not limited to medical, dental, vision, 401(k) retirement plan and paid time off. The total compensation for this position may include an annual performance bonus (or other incentive compensation, as applicable). PowerFlex's compensation packages carefully consider a candidate's qualifications, experiences, and education in relation to the position.

Supervision of others 
Provides direction and oversight to staff by assigning tasks, offering guidance, and supporting daily operations to ensure team objectives are met. Responsibilities include hiring, scheduling, performance evaluations, and making recommendations on promotions, salary adjustments, and disciplinary actions. May manage through subordinate supervisors and holds authority for strategic decisions to ensure alignment with organizational goals. 

Physical Requirements 
Remaining in a seated position. Long hours on computer keyboard. Prolonged periods of standing and/or walking. 

Working Conditions
Approximately 90% of the time is spent in the office environment, utilizing computers (frequent use of MS Word, MS Excel, Outlook, Access, PowerPoint, Publisher and Adobe etc.), telephones, and general office equipment.  Possibly 10% of the time is spent traveling to conferences or meetings or field traveling to project sites. 

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Applicant Certification and Acknowledgment
By submitting this application, you are certifying that all information provided is true and complete to the best of your knowledge. You understand that any false, misleading, or omitted information may disqualify you from consideration for employment or result in termination if already employed. You also release the company from any liability resulting from your failure to provide accurate information.

DEI Statement
Our company-wide approach to diversity, equity and inclusion is focused on our workplace, community, and business outcomes. We believe DEI is a key component to our mission of delivering renewable solutions and leading the transition to a sustainable energy future. As such, we strive to become a more diverse, equitable and inclusive workplace by increasing access and development opportunities for underrepresented talent. Our aspiration is to build a culture of belonging and accountability by creating opportunities for growth and continuous listening to ensure actionable progress.

EEO Statement
PowerFlex is committed to building a diverse and inclusive workplace. We are a proud Equal Opportunity Employer and prohibit discrimination based on age, ancestry, color, disability (mental and physical), exercising the right to family care and medical leave, gender, gender expression, gender identity, genetic information, marital status, medical condition, military or veteran status, national origin, political affiliation, race, religious creed, sex (includes pregnancy, childbirth, breastfeeding, and related medical conditions), and sexual orientation.

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Privacy Policy
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Special Accommodation Language
If you require assistance or accommodation while seeking employment with PowerFlex, please contact Human Resources at (209) 227-1511 or hr@powerflex.com. Please note that these communication alternatives are for accommodation requests and not for general employment inquiries.

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