Director – Advanced Services, North America

About Us

With electric vehicles expected to be nearly 30% of new vehicle sales by 2025 and more than 50% by 2040, electric mobility is becoming a reality. ChargePoint (NYSE: CHPT) is at the center of this revolution, powering one of the world’s leading EV charging networks and a comprehensive set of hardware, software and mobile solutions for every charging need across North America and Europe. We bring together drivers, businesses, automakers, policymakers, utilities and other stakeholders to make e-mobility a global reality.

Since our founding in 2007, ChargePoint has focused solely on making the transition to electric easy for businesses, fleets and drivers. ChargePoint offers a once-in-a-lifetime opportunity to create an all-electric future and a trillion-dollar market.

At ChargePoint, we foster a positive and productive work environment by committing to live our values of Be Courageous, Charge Together, Love our Customers, Operate with Openness, and Relentlessly Pursue Awesome. These values guide how we show up every day, align, and work together to build a brighter future for all of us.

Join the team that is building the EV charging industry and make your mark on how people and goods will get everywhere they need to go, in any context, for generations to come.

Discover what it’s like to help build the fueling network of the future - check out our Engineering Blog.

Reports To

Vice President- Advanced Services

What You Will Be Doing

The Director of Advanced Services for North America is responsible for building and leading a team focused on  Network Hygiene and NOC for Proactive Monitoring for early-life support and  post deployment operations of ChargePoint’s family of products and solutions. This leader will ensure the team is properly trained and adheres to ITIL and ITSM methodology, resulting in timely proactive operations and high customer satisfaction.

RESPONSIBILITIES:

• Building high performance teams, fostering employee growth, and forging a common goal of industry leading customer satisfaction
• Close collaboration with cross functional teams and leaders in like Sales, Product Management, Engineering, Operations, and other ChargePoint functions to address customer issues both reactively and proactively.
• Station Monitoring: Monitoring and analyzing network performance, availability, and security using various tools and technologies.
• Troubleshooting and Incident Management: Identifying and resolving station issues and incidents, both reactively and proactively, to minimize downtime and ensure smooth operations.
• Charging station Optimization: Analyzing network data and implementing improvements to enhance performance, reliability, and scalability.
• Capacity Planning: Assessing Station capacity and future growth requirements to anticipate and mitigate potential bottlenecks.
• Continuous Improvement: Staying updated with industry trends, emerging technologies, and best practices to enhance station operations and deliver advanced services.
• Change Agent: Leverage your experience in growth organizations to develop and execute strong change management processes to support smooth team member transitions. 
• Team Leadership: Build and lead strong teams. Ability to evaluate teams, develop, and reshape them as necessary while mentoring and inspiring them to drive continually improving results through strong leadership.
• Cross functional and executive influence: Working cross-functionally with Leadership, Product, Technology, Operations, and Compliance to ensure customer success.
• Encourage customer confidence and trust in ChargePoint support when speaking with them.
• Recognize patterns in escalations and inform support managers and engineering.
• Proactively identify risks and work with internal teams to reduce them.
• Participate in internal initiatives and projects to help the team exchange knowledge and best practices more effectively.
• Establish training plans and subject matter expertise within the team
• Lead and manage executive escalations in handling critical customers
• Drive conversations ongoing enhancement of products and processes, including serviceability and supportability of ChargePoint products and solutions.
• Automation driven leader, establishing tools and systems that improve workforce productivity, and driving customer satisfaction.

What You Will Bring to ChargePoint

• Tenacious commitment and passion for a “Customer First!” culture
• A solution orientated leader with an analytical approach, bringing a strong balance of technical and soft skills needed to establish customer trust.
• Strong communication, interpersonal, motivational, and organizational skills.
• Ability to collaborate with various departments, while acting as a customer champion for prompt problem-solving

Requirements

·        10-15+ Years of Experience in Services or Support Industry, supporting complex embedded software and hardware solutions, as well as application software

·        Minimum of 10+ years in handling Large scale operations, and innovating on services and automation across large Enterprise accounts.

·        Experience dealing with large scale, technologically complex accounts which are constantly challenging product capabilities

Experiences desired:

• BS required, MS/MBA desired, in a technical field
• Excellent written and verbal communication, including technical writing skills

·        Managed Multi-location / multi-Geo teams

•  Demonstrated experience in leading teams of direct reports and resolving conflicts effectively.
•  Effective people management, Team Building, Leadership, and development skills.
•  Skilled at building high performance teams, developing people and creating a shared vision.
•  Demonstrated strategic and tactical skills in operational excellence

Location

·        Campbell, California, or US, Remote

ChargePoint is committed to fair and equitable compensation practices.

The targeted US salary range for roles at this operating level is $119,250 to $232,750. This range represents base salary and does not reflect equity, benefits or variable pay where applicable. Actual base salaries are based on several factors unique to each candidate, including but not limited to skill set, experience, certifications and specific work location.

We are committed to an inclusive and diverse team. ChargePoint is an equal opportunity employer. We do not discriminate based on race, color, ethnicity, ancestry, national origin, religion, sex, gender, gender identity, gender expression, sexual orientation, age, disability, veteran status, genetic information, marital status or any legally protected status.

If there is a match between your experiences/skills and the Company needs, we will contact you directly.

ChargePoint is an equal opportunity employer. 
Applicants only - Recruiting agencies do not contact.