Program Manager - Customer Support

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.

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.

• Responsible for Customer Support programs/projects specific to corporate change initiatives that have significant impact on how the company does business.
• Identifies areas for improvement, translates these in requirements and drives to implementation
• Creates new or modifies existing processes accordingly and trains teams, embeds in onboarding training-program
• Collaborates with Support management and internal company resources to set performance objectives and goals.
• Responsible for ensuring successful completion of projects and program objectives.
• Serves as primary contact to senior department managers for critical cross-functional change initiatives.
• Communicates, influences and negotiates both vertically and horizontally to obtain or leverage necessary resources.
• Creates a clear, coherent approach to guide effective program/initiative setup, execution, and control.
• Ensures clearly defined responsibilities and accountabilities for key program/project roles.
• Develop, maintain, and report on an overall integrated delivery plan.
• Works closely with numerous business partners including technology, learning, contact center leaders and others on changes with people, process and technology.
• Develop daily, weekly and monthly status reports for management and put processes into place that will ensure program objectives are met.

• Excellent project management skills, including the ability to prioritise work and meet deadlines.
• Strong business centric mindset with ability to utilise sound business judgment and tailor approach to drive optimal business outcomes.
• Bachelor’s degree in a business or technology related field or equivalent combination of education and experience.
• 3+ years’ experience in a Support environment focused on technical support, hardware and/or software, with increasing responsibilities including supervision experience.
• Demonstrated skills in leadership, negotiation, problem solving, conflict management, planning, delegation and influencing skills.
• Strong knowledge of Microsoft Office products, familiar with Salesforce, CRM and case management systems.
• Experienced with gathering business requirements, removing ambiguity and working with the team to create clear plans, project artifacts such as user stories with attention to detail and crisp acceptance criteria.
• Excellent communication, leadership, problem solving and analytical skills.
• Excellent English verbal and written communication skills.

• Continuous Improvement mindset
• Change management experience
• Lean / Six Sigma experience
• Good knowledge with Salesforce
• Familiar with Tableau
• Experience with Team Coaching and Process training
• Familiar with Knowledge Management, familiar with KCS methodology

Location

Amsterdam

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.

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