Role: Operations Manager - (EV Charging/Roadside Assistance/Logistics) - 63114858841
Priority Location: LATAM / South Africa / Philippines

Working Hours: 9 am - 6 pm EST

Type of contract: Independent Contractor

Type of job: Remote

Start date: ASAP

About the Company: Company is America's leading mobile and emergency EV charging and towing network.

About the Role: Seeking a highly organized, results-driven Operations Manager to build and lead the operational engine of a U.S. rapidly growing start up business. This role is responsible for transforming from a founder-led operation into a systems-driven, scalable organization. You will oversee daily operations, dispatch, customer service, field technicians, and process improvement to ensure operational excellence. Need a candidate who have managed complex issues in networking hardware or EV infrastructure are highly desirable, as the candidate can simplify complex concepts and manage customer interactions effectively. While technical skills are a plus, the core requirement is the ability to scale a startup operation.

Key Responsibilities:

Operational Leadership

Manage all day-to-day business operations.
Ensure the company operates efficiently across dispatch, field operations, customer service and administration.
Build repeatable operational systems that reduce founder dependency.
Develop and implement Standard Operating Procedures (SOPs).
Identify operational bottlenecks and implement continuous improvement initiatives.
Lead operational planning and execution as the business scales nationally.

Dispatch & Service Delivery

Oversee emergency charging dispatch operations.
Ensure rapid response times and exceptional customer service.
Monitor technician scheduling and resource allocation.
Maintain real-time visibility of vehicle and equipment readiness.
Ensure service level agreements (SLAs) are consistently achieved.
Improve dispatch efficiency through technology and process improvements.

Team Leadership

Lead, coach and develop dispatchers, customer service staff and field technicians.
Establish clear performance expectations.
Conduct regular one-on-one meetings and performance reviews.
Build a culture of accountability, ownership and customer excellence.
Coordinate hiring, onboarding and training with leadership.

Process Improvement

Document and optimize all operational workflows.
Standardize service delivery across all markets.
Implement quality assurance procedures.
Monitor operational KPIs and drive continuous improvement.
Introduce automation wherever practical.

Customer Experience

Ensure every customer receives outstanding service.
Monitor customer satisfaction scores.
Manage customer escalations.
Implement missed-call recovery processes.
Improve customer communication before, during and after service.

Asset & Fleet Management

Oversee operational readiness of charging units and service vehicles.
Coordinate preventative maintenance.
Track equipment utilization.
Ensure inventory accuracy.
Minimize operational downtime.

Financial & Operational Accountability

Monitor operational budgets.
Improve operational profitability.
Track job profitability and cost per service.
Support invoicing and collections processes.
Identify cost-saving opportunities without compromising service quality.

Health, Safety & Compliance

Ensure compliance with all safety regulations.
Develop roadside safety procedures.
Maintain incident reporting processes.
Support insurance and compliance requirements.
Promote a strong safety culture throughout the organization.

Performance Management

Own and report on operational KPIs including:

Call answer rate
Dispatch response time
Average arrival time
First-time service success rate
Customer satisfaction (CSAT)
Net Promoter Score (NPS)
Technician productivity
Fleet utilization
Asset readiness
Job completion rate
Revenue per technician
Cost per service call
Operational gross margin
Invoice turnaround time
Safety incidents
Employee performance metrics

Leadership Responsibilities

Build a culture of operational excellence.
Hold teams accountable through measurable KPIs.
Lead weekly operations meetings.
Coordinate cross-functional execution between Operations, Sales, Finance and Customer Success.
Drive organizational discipline and execution.

Preferred Experience

Experience in one or more of the following industries:

EV Charging
Automotive Services
Roadside Assistance
Fleet Management
Logistics
Transportation
Field Service Operations
Emergency Services
Renewable Energy
Infrastructure Services

Technical Skills

Experience with:

CRM platforms
Dispatch software
Project Management tools
Microsoft Office Suite
Google Workspace
KPI dashboards
Reporting and analytics
Scheduling systems
Fleet management software
Inventory management systems

Qualifications:

Bachelor's degree in Business, Operations Management, Supply Chain, Engineering or related field (preferred).
5+ years of operations management experience.
Experience managing field service or logistics operations.
Experience leading cross-functional teams.
Strong project management skills.
Proven experience creating operational systems and SOPs.
Excellent leadership and communication skills.
Highly analytical with strong problem-solving ability.
Comfortable working in a fast-paced startup environment.