Dispatch Operations Manager (remote; non-US based)

The Dispatch Operations Manager’s primary responsibility will be to successfully prepare for and execute all activities associated with managing demand response dispatches. Demand response dispatches are business and time critical. The dispatch operations manager will become an expert in executing dispatches across multiple grid operator and utility programs in North America.We are a 24/7 team, and we are looking for managers in Asia, Australia, Europe, Africa, and Pacific Islands because time zones in these regions provide strategic coverage during the North America "night". The role is shift-based and your availability and reliability are a critical element to the success of the role; however, this role is remote, which means: no commute! When not managing a demand response dispatch, you will focus on working with the Customer Success team to ensure customer readiness; support data operations; work closely with the Market Ops team to develop and implement process improvement and establish a strong foundation for ensuring we maximize our market participation.

Primary Responsibilities

• Ensure 24/7 readiness to receive dispatches from grid operators and utilities, including secondary plans in place to handle dispatches of programs during off hours.
• Execute all operational procedures following processes and checklists diligently
• Identify areas to improve process to maximize a lean dispatch ops team.
• Implement processes and/or tools to drive customer readiness and ultimately customer performance.
• Maximize customer participation in DR through a dispatch management process that makes customer participation simple and successful.
• Leverage and train internal resources to support customer inbound/outbound phone calls as appropriate.
• Maintain seamless internal communication when dispatches occur.
• Capture lessons learned following a dispatch; track and follow through on any customer inquiries or issues.
• Manage process documentation and communications with internal and external stakeholders.
• Execute and improve ad hoc communications to customers related to dispatches.
• Work closely with the Customer Success team to ensure customer readiness and ensure customers are well informed and prepared.

Secondary Responsibilities

• Incoming Calls (main line)
• Training / Onboarding in VoltApp (our platform)
• Support Center (customer issues, bugs reported, login issues)
• Schedule/conduct Dispatch Verifications
• Manage the collection of settlement data on all customers
• Manage data to ensure quality customer data
• Manage day-of customer schedule changes in OR markets
• Train internal team for dispatch support
The spring and summer seasons are focused on dispatch readiness and performance. There will be additional demand response dispatch events throughout the year, and there are collateral duties to manage when there are fewer dispatches happening.

Qualities

• Bright, Gritty, and Good
• Operations-minded
• Reliable – this is a time-sensitive, quick reaction role
• Ambitious and willing to learn quickly
• Strong communicator
• Self-motivated
• Disciplined
• Well organized
• Detail-oriented
• Strong computer skills: comfortable working with a variety of web-based tools

Our mission is to be the Distributed Energy Platform that fulfills the promise of the energy transition we see happening in the world today. If you’d like to play a leading role in helping us achieve this mission, please complete the application form to let us know you are interested!