Director, Analytics and Customer Service

  • Volta Charging
  • San Francisco, CA
  • Mar 31, 2021

Job Description

At Volta we’re on a mission to accelerate the adoption of the electric vehicle. Volta's award-winning charging stations benefit brands, consumers, and real-estate locations by providing valuable advertising space to businesses and convenient charging to drivers. Strategically located in places consumers already visit, Volta's chargers are currently the most used electric vehicle charging stations in the United States.
The Opportunity at Volta ChargingWe are seeking a Director to join our Service Operations Team to develop and lead our back-office customer service, support, and analytics functions. The Director will build the team, processes and systems that encompass the customer support function, the remote monitoring and diagnostics of field hardware, and work order dispatch to the field.  We are looking for someone with the experience, skills and energy to help us design, implement, operate, and improve our network service operations to help Volta Charging scale rapidly with high quality and efficiency.
This role can be based in San Francisco or remote.

After twelve months, you will have accomplished:

  • Build and lead the Support and Analytics team and develop processes to ensure efficient monitoring of our charging network’s installed base
  • Improve performance around uptime, initial response time, resolution time, first time fix rate, customer surveys, and total operational cost per unit under management
  • Work with Volta’s Product and Business Systems teams to build and improve processes around the triage of support cases, root cause analysis, and corrective action
  • Lead the initiative to build out a robust, high quality customer support operation that will manage customer requests through in-app chat, phone calls, and email  
  • Specify, design, and/or build processes and tools to enhance quality, productivity, and efficiency
  • Contribute to the design and improvement of Volta products:  be the voice of maintainability and serviceability

What you bring to Volta Charging:

  • College degree or equivalent business or military experience, plus 7 years work experience
  • Several years experience hiring, managing, and developing skilled knowledge employees
  • Experience in a field service organization, managing distributed assets and teams
  • Experience leading a customer support function with multiple input channels (email, phone, app, etc.)
  • Excellent system skills, with experience specifying software requirements and testing new systems; Specific experience with the platform is a plus 
  • Analytical skills: Expertise in pulling data from various sources, mashing it up to find patterns, problems, and solutions
  • Expert process improvement skills, including familiarity with a variety of methodologies and their appropriateness for different organizational situations
  • Subject matter expertise in all or some of the following:  customer support, remote monitoring and control of digital assets, EV charging infrastructure, managing third party contractors, field service
  • Seasoned professional skills, with the ability to influence upward and across an organization
  • A bias towards action: the ideal candidate will have excellent analysis, process, and system skills, but will also be able to make excellent decisions with incomplete information, and adapt to quickly changing situations
  • A passion for the electrification and mobility sectors



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