Director, Integrated Operations Center (IOC)
New
V
VolteraEnergy Infrastructure
Location: RemoteFull-TimeDirector
Salary$200,000 to $225,000 annually
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Job Details
- Experience
- 10+ years
- Required Skills
- Operations Management
Requirements
- 10+ years of experience in operations, command center, NOC/IOC, or customer-facing operational leadership.
- Experience in a fast-growing infrastructure, energy, or fleet environment.
- Demonstrated experience building or scaling a 24/7 operations or support function.
- Proven capability in org design, staffing models, and escalation frameworks.
- Track record owning customer relationships in an operational context, including issue intake, status communication, and resolution.
- Experience developing SOPs and cross-functional processes with multiple internal stakeholder groups.
- Strong crisis/incident management skills with ability to serve as central command during live events.
- Experience defining and managing KPIs.
- Experience partnering with technology teams to build supporting tooling.
Responsibilities
- Lead and scale the IOC to support a growing portfolio of sites and customers.
- Develop the org design and staffing model to support a rapidly expanding network while maintaining high service quality and cost discipline.
- Own the customer relationship for live sites, serving as their single point of contact for issue intake, status, and resolution.
- Lead cross-functional coordination during operational events, serving as the central command function across internal SMEs, customers, and external vendors.
- Establish and manage escalation frameworks, routing operational issues to the appropriate internal SMEs, vendor partners, and executive stakeholders.
- Create and continuously improve operational SOPs in close collaboration with charging ops, facility ops, network ops, and security.
- Partner with the technology team to develop tooling and automation that improve the IOC's performance and customer experience.
- Identify and develop measurement methodologies, then manage KPIs related to issue resolution.
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