Service Delivery Manager (SDM)

About Us

ChargerHelp! Inc., a California-based tech company, offers impactful solutions that power-up the EV ecosystem by providing Reliability as a Service (RaaS), data-driven insights via our EMPWR platform, and Learning & Development to prepare the next generation of EVSE technicians. We pride ourselves on being a trusted partner within our industry. 

In the EVSE landscape, we're not just solving a challenge; we're driving the charge towards a sustainable future. Our mission is crystal clear: maximizing EV charging station uptime to unlock the full potential of mass EV adoption. Through innovation, integrity, and an unwavering commitment to quality and safety, we foster a culture of excellence and trust. If you join us you’ll be part of a dynamic team that’s leading EV reliability. Together, we're not just changing the industry; we’re helping shape the future of transportation and environmental sustainability.

Role Overview

The Reliability Service Delivery Manager will be instrumental in leading the delivery of Reliability as a Service (RaaS) to ChargerHelp! customers. This role is focused on driving outcomes that support high quality of service and achievement of improved reliability outcomes for our customers and their EV drivers.

The ideal candidate will have a proven track record in client relationship management, navigating cross functional teams, data analysis, customer support, working in a service based organization, along with a commitment to making a measurable impact through their work.

Key Outcomes and Responsibilities

1. Customer Satisfaction:

   • Objective: Enhance customer satisfaction by building strong relationships and continuously improving service delivery.

   • Responsibilities: To reach this goal, you will:

     • Build and maintain positive relationships with customers to better respond to their needs and expectations.

     • Gather and act on customer feedback to identify opportunities for improving service and overall experience.

     • Work closely with internal teams to ensure customer concerns are addressed effectively and efficiently.

2. Data Insights:

   • Objective: Leverage ChargerHelp’s vast dataset to glean impactful insights that will result in increased customer asset reliability & uptime.

   • Responsibilities: To support this outcome, you will:

     • Become an expert in understanding the ChargerHelp dataset and customer needs

     • Master ChangerHelp’s technology and BI tools and use them to deliver meaningful analysis

3. Team Leadership:

   • Objective: Support and guide the service delivery team to ensure efficient execution of reliability services and continuous improvement in performance.

   • Responsibilities: You will:

     • Provide guidance and support to team members, helping to prioritize tasks and ensure alignment with service delivery goals.

     • Foster a collaborative team environment by promoting best practices, knowledge sharing, and continuous improvement.

Key Success Indicators

• Customer Satisfaction Improvement: Maintain a strong Customer Satisfaction Score (CSAT) and contribute to ongoing improvements in customer experience.

• Data-Driven Insights Utilization: Deliver at least three actionable insights per quarter from data analysis that drive measurable improvements in customer asset reliability and uptime.

Operational Efficiency Gains: Enhance service efficiency by identifying opportunities to improve Mean-Time-To-Resolution (MTTR).

Skills and Qualifications

• Must-Have Skills:

  • This is a heavy client-facing role while simultaneously interfacing with cross functional internal teams

  • Strong data analysis skills with experience using analytical tools including Business Intelligence (BI) and  advanced Excel skills

  • Outstanding verbal, written, presentation, and overall communication skills

  • Strong business acumen and data analytics skills, with ability to leverage data to solve customer problems

  • Great cross-functional collaborator with a passion for enhancing customer and partner success

  • Hyper-focused on driving results and making things happen. Strong desire to solve challenges, roll up sleeves and get things done, regardless of project scope

  • Willing to travel up to 15%

• Preferred Skills:

  • Able to understand technical details of EV charging hardware and software; Computer, Electrical, or Mechanical engineering experience is preferred.

  • Solid Project/Program Management experience and proven ability to plan and execute initiatives that improve team efficiency, productivity and performance, and drive automation and scale

• Experience:

  • At least 3 years of experience in a customer support or customer operations role in high-growth B2B software and/or services organizations, preferably at a early-stage startup or startup division

  • At least 5 years of experience in a services-based or as-a-service organization

  • Must have a proven experience and track record of execution in a fast-paced customer support or success role within a technical services/operations organization

Our Commitment to You

At ChargerHelp!, we are obsessed with leveraging Technology to remove barriers and enable economic development within all communities. We believe a good business invests in people, provides ongoing training, removes barriers, cultivates an energetic and fun culture, and strives to better people's lives and our environment. 

Application Process Ready to make an impact? Apply with your resume and we’ll be in touch if there is a good match. We’re excited to hear from you soon!